Strikedeck

MARCH 31, 2020

Cairo Amani talks about some essential traits that all Customer Success Leaders should adopt.

Customer advocacy 66

Customer advocacy SaaS Customer Experience 66

Uniphore

MARCH 31, 2020

Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect. I've already rebooted the computers and the modem, but still no connection. I’m not sure if it’s due to the thunderstorm in the area.”.

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Scripts Wireless 52

CSM Magazine

MARCH 31, 2020

Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized. When it comes to chatbots, there are generally two types of sentiment in the market amongst customer service leaders. The first is that customer service leaders feel pressured by their C-level teams to acquire this burgeoning technology, which they assume is a kind of “off-the-shelf” “plug-and-play” solution.

Chatbots 72

Chatbots Contact Center Banking Accountability 72

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.

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Airlines Healthcare Government Self service 500

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Contact Center Pipeline

MARCH 31, 2020

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era. Our Top 5 most-read posts for March reflect the staffing challenges that contact centers […].

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Contact Center Technology Customer Experience Call Center 268

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With so many people currently at home – whether on a voluntary or mandatory basis – customers are likely to experience more issues than usual and need far more support.

Telecommunications 145

Telecommunications Enterprise outsourcing Surveys 145

Customercount

MARCH 31, 2020

CustomerCount has been included in the 2020 CIO Review listing of 20 companies at the forefront of providing Customer Experience Management Solutions. The post CustomerCount’s Platform recognized by CIO Review appeared first on CustomerCount.

Management 98

Management Customer Experience 98

SharpenCX

MARCH 31, 2020

I’m a creature of routine. Most typical weekdays look pretty much the same — get up at 6:20 a.m., brush my teeth, start the coffee maker, feed the dog and take him for a short walk. I’m out the door by 8:15 a.m., take my lunch at noon, home by 5:30 p.m., and I go for a run before dinner at 7 p.m. Routine gives me structure and predictability that I crave.

Call Center 90

Call Center Contact Center Contact center software Accountability 90

FiveStars

MARCH 31, 2020

With the passing of the Coronavirus Aid, Relief, and Economic Security (CARES) Act on Friday, $360 billion in funds have been allocated to various federally funded loan/grant programs. The two most important programs for small business owners to pay attention to are: Economic Injury Disaster Loans (EIDL) and Emergency Economic Injury Grants (EEIG). $10 billion […].

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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VirtualPBX

MARCH 31, 2020

VoIP softphones have helped bring Business Phone Plans out of the office an into the modern working world. They allow you to bring your business phone service anywhere, and in times when remote work is necessary, they can act as a lifeline to your coworkers and customers. Our blog often mentions that the VirtualPBX Softphone is a fully-featured VoIP phone.

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voip Sales Marketing Personalization 93

Serenova

MARCH 31, 2020

Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak. This move to WFH is imperative to the health of your agents, and the only way to do it quickly and effectively—long-term—is through a cloud-based solution. With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

GetFeedback

MARCH 31, 2020

How to properly use artificial intelligence (AI) to personalize the customer experience.

Personalization 88

Personalization Customer Experience 88

Totango

MARCH 31, 2020

COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change. Take a much closer look at your customers and their exposure to COVID-19 and implement the necessary action in your business to not only survive during these unprecedented times but also thrive and innovate.

Best practices 81

Best practices Accountability 81

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Tethr

MARCH 31, 2020

For a lot of us, the new reality is an indefinite work from home situation. While physical distancing is more of a necessity now than a choice, social distancing doesn’t need to be. Company leaders must strive to maintain culture in this sudden remote work era. Disconnect in some ways is inevitable, but workplaces can take steps to ensure that teams can come together and function in the least disruptive ways possible.

Gamification 74

Gamification Sales Personalization 74

Totango

MARCH 31, 2020

Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online. The way we meet face-to-face changed, and very quickly, we learned to do everything remotely. Now, you must focus on locking in your core business, your current customers.

Best practices 77

Best practices Metrics Accountability 77

Nicereply

MARCH 31, 2020

By cutting each other a little bit of slack and having empathy for those in new and uncomfortable situations, we can all survive this. Most countries are at least a week into their Covid-19 preparations, and customer support teams are settling in to their new normal. Whether your volume has gone up or gone down, the way your team works has almost definitely changed.

Customer Support 77

Customer Support Engineering Surveys Customer Service 77

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.

Customer Service 71

Customer Service Scripts Accountability CRM 71

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Liveops

MARCH 31, 2020

The workforce today looks significantly different than it did just 30 days ago. The coronavirus pandemic has had a profound impact on businesses and their workforces. Some businesses have shuttered their doors, others have temporarily furloughed employees. At best, organizations across the globe are operating in complete remote environments. The fortunate few are seeing unprecedented surges in demand and can’t hire temporary employees fast enough.

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Enterprise Sales Customer Service Call Center 54

Lumoa

MARCH 31, 2020

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Jon Arnold

MARCH 31, 2020

Regular followers will know I’ve been doing a lot of podcasts lately, and it ‘s just one channel I’ve been busy with sharing my thoughts on the trend of the moment - remote working, aka WFH - work from home. This time around, I was in conversation with Matt Burns of Monday.com about remote working, and how businesses should be thinking about it. Their approach is a bit different and complementary to what UC and team messaging platforms bring - they call it a Work OS - and you’ll just have to lis

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ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. We held a panel discussion with Customer Success leaders and our customers to share advice from the trenches as they navigate this period of unprecedented uncertainty.

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Morale Education Surveys Accountability 72

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

inSided

MARCH 31, 2020

With Customer Success still in its infancy (or early-adulthood), founders and early-stage Customer Success leads are constantly iterating on best practice for building a world-class organization. While there is no one-size-fits-all approach, a few principles and guidelines can help you launch your first team. As uncertainty grips the world at this challenging time, it's important to remain focused where you can.

Best practices 71

Best practices 71

Liveops

MARCH 31, 2020

The workforce today looks significantly different than it did at the beginning of this year. The coronavirus pandemic has had a profound impact on businesses and their workforces. Some businesses have shuttered their doors, others have temporarily furloughed employees. At best, organizations across the globe are operating in complete remote environments.

Enterprise 62

Enterprise Sales Customer Service Call Center 62

Concentrix

MARCH 31, 2020

Learn how you can provide proactive protection for your customers' data. The post XP Secure Payments appeared first on Concentrix.

Technology 71

Technology 71

Talkdesk

MARCH 31, 2020

How does an organization ensure its contact center addresses a growing number of security threats, both internal and external, in addition to meeting a series of data regulations that are growing just as quickly? They must adopt the mindset that it’s the responsibility of the entire company to proactively combat security threats. To do so, companies must equip their security and information technology (IT) teams with the appropriate tools.

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Contact Center Call Center Surveys Technology 60

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

5CA

MARCH 31, 2020

The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation, there is a real need to ensure these people have something to do.

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Government 59

CSM Magazine

MARCH 31, 2020

EBI.AI, one of the most advanced Artificial Intelligence (AI) labs in the UK, has launched a brand-new bot designed to help companies manage the increased and fluctuating number of customer calls caused by the current Coronavirus emergency. Free of charge and available immediately, CoronaBot is pre-trained to answer the most commonly asked questions during challenging times to take pressure off organisations with growing contact volumes and shrinking frontline teams such as ‘Are you operating no

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Automotive Transportation Big data Analytics 59

Chip Bell

MARCH 31, 2020

Three early morning trips to the local grocery store left me bomb-shelter-ready for a three-week air raid. The cat has enough cat sand; all meds are up-to-date, and vehicles are gassed up… just in case. Now, for the waiting and worrying. I am reminded of being on ambush my first night of combat in Southeast Asia. That was fifty years ago and I still remember it was a very long, silent and anxious night.

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Construction Personalization 65