Answer Dash
MAY 6, 2020
(This article was first published at Customer Think - republished here by the consent of the author) It’s no surprise that leaders in CX gain a higher ROI than those who are not improving their CX. But only 25% of CX professionals say their company’s CX programs actually improve customer experience. With so much on the line, and such a worthy goal to pursue, why do so few get this right?
ChaseData
MAY 6, 2020
As the COVID-19 crisis continues, many call centers have gone remote. This is the perfect time to add more remote contract call center agents to your team. Virtually everyone is at home social distancing and this has caused a spike in call center volume worldwide. Callers are now calling instead of visiting physical locations due to COVID-19 shutdowns and more sales calls are being answered.
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SharpenCX
MAY 6, 2020
Good customer service drives higher revenue, happier customers, and lowers churn. Your contact center is a business powerhouse. Still, contact center leaders struggle to prove the value of their business unit to execs. In fact, leaders like you say the lack of understanding and respect for the contact center is a top challenge this year. Download Now: Prove your contact center’s value with the 9 business impacts of a better agent experience.
ShepHyken
MAY 6, 2020
I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap. Another time I wrote about the competitive gap , which is about the gap or distance you put between you and your competition.
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Contact Center Pipeline
MAY 6, 2020
Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a very different social contract than what has been in place over the past decade when they predominantly worked traditional 8- to 10-hour shifts. Today, it’s not unheard of for agents to […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
MAY 6, 2020
Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined.
ProProfs Blog
MAY 6, 2020
Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This definitely gives you the motivation to focus more on creating a delightful experience for your customers. Undoubtedly your product is a significant contributor in convincing people to invest in your business, but this isn’t enough, especially when customer demands
Wowdesk Blog
MAY 6, 2020
Customer complaint management is the most overlooked hotel management technology. Alarmingly, a huge number of hotels are dependent on manual processes to manage their guest complaints and requests. And from what we know, results are not impressive. . No one can avoid customer complaints, but how you and your team manage the concerns can make or break your hotel or restaurant.
ijgolding
MAY 6, 2020
Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey.
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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
Nicereply
MAY 6, 2020
Due to these updates, you can identify strengths, pinpoint weaknesses, and stay on top of your performance. It was more than a year ago when we introduced our brand new Dashboard and refreshed Metric Overview. Since then, you were able to see the original Dashboard as well as the new (beta) one, and the same applies to metric overview. Now, we decided to move forward and say goodbye to the old dashboard & metric overview, and embrace the new Nicereply Analytics.
Ansafone
MAY 6, 2020
During the COVID-19 Pandemic, businesses need to prepare for disaster recovery, anticipated high volume of calls and business continuity. Yes, there are many obstacles to overcome. Luckily, Ansafone Contact Centers is here to help you handle all of your inbound and outbound calls by utilizing our US-based and technologically advanced call centers. Outsourcing your calls … Ansafone as Your COVID-19 Call Center and Disaster Preparedness Read More » The post Ansafone as Your COVID-19 Call Cen
Eptica
MAY 6, 2020
Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Published on: May 06, 2020. Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. People already wanted to be able to access their bank accounts 24x7 from home using the web and apps, but with many branches closed or operating reduce
Tethr
MAY 6, 2020
As stay-at-home and social distancing efforts continue to help flatten the curve, government officials across the U.S. have started loosening restrictions. Some employers are already drafting up plans to ensure that the transition back to the office runs smoothly. While we don’t know what our new normal will look like, it is important for places of business to be proactive as we grow nearer to reopening most operations.
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.
Concentrix
MAY 6, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, countries are continuing to introduce new COVID-19 restrictions while an increasing number of governments introduce steps for the gradual reopening of economies. The following is a roundup of key events that have happened around the world in the last 24 hours.
Jon Arnold
MAY 6, 2020
With no travel lately, it’s easier to stay on schedule, even though I’m as busy as ever with client work and new projects. As I always do, just a quick shout-out here to say my May newsletter - JAA’s Communications and Collaboration Review - went out yesterday. Subscribers will have it by now, and if you want to join them, it’s really easy to sign up.
Concentrix
MAY 6, 2020
Leverage this simple guide to continue your recall efforts and increase completions during the COVID-19 pandemic. . The post A guide to aftersales marketing throughout COVID-19 appeared first on Concentrix.
Ann Michaels and Associates
MAY 6, 2020
How does a business gain customer trust? How does a business gain trust in uncertain times? Very important questions. It requires some real thought. The quietness we are all in is the perfect time to step back and evaluate. Soon businesses will reopen and begin new business’ models for the times we are in. Customer trust is critical for survival.
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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.
Nuance
MAY 6, 2020
The spread of coronavirus has resulted in increased uncertainty for many. Feelings of ambiguity have triggered a variation of consumer behavior. Many are calling their banks to check on payments and seek reassurance. Some are diving into their work to stay productive and keep the feeling of progression going. Others are ‘switching off’ from the [.] The post The roaring 20s: How to reach the golden age of fraud prevention appeared first on What’s next.
Skybridge
MAY 6, 2020
As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. Companies who see their current, COVID-driven accommodations as necessary-but-temporary solutions are likely sending a clear message to their customers and employees that once the crisis has passed, everyone will work as hard as they can to get business “back to normal.”.
Nuance
MAY 6, 2020
The spread of coronavirus has resulted in increased uncertainty for many. Feelings of ambiguity have triggered a variation of consumer behavior. Many are calling their banks to check on payments and seek reassurance. Some are diving into their work to stay productive and keep the feeling of progression going. Others are ‘switching off’ from the [.] The post The roaring 20s: How to reach the golden age of fraud prevention appeared first on What’s next.
Ameyo
MAY 6, 2020
How are you keeping up with the background verification and customer onboarding process in the lockdown period? With Aadhar becoming the source of identification in India, the reality for NBFCs, Fintechs, and Mobile Wallets have changed. After the supreme court discontinued the e-KYC, it became difficult for the industry to target people in remote locations … Ameyo Launches Video KYC Engagement Platform for Banking and Finance Read More » The post Ameyo Launches Video KYC Engagement P
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!
FiveStars
MAY 6, 2020
An update on the Flok loyalty program and app [2020] On April 1st, 2020, Flok, formerly known as LoyalBlocks, closed its doors. Flok was one of the largest customer loyalty, mobile app, and CRM platforms for local businesses. At its peak, Flok partnered with over 40,000 local businesses. Started as mobile app-based, self-service loyalty […]. The post Need a Flok loyalty alternative?
Skybridge
MAY 6, 2020
As You Plan for the Next Phase. In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. Companies who see their current, COVID-driven accommodations as necessary-but-temporary solutions are likely sending a clear message to their customers and employees that once the crisis has passed, everyone will work as hard as they can to get business “back to normal.”.
Certified Languages International
MAY 6, 2020
Our goal has always been to connect you and your non-English-speaking customers to an interpreter fast — no matter what day, no matter what time, no matter what language. We’ve been doing so successfully for 23+ years, thanks, in part, to our investments in telephony technology. And while over-the-phone interpreting is at the heart of what we do, we’re also very committed to ensuring our video remote interpreting (VRI) solution exceeds your expectations as well.
C Space
MAY 6, 2020
The Brand Move Roundup – May 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
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
5CA
MAY 6, 2020
Have you noticed how many companies and senior executives are now experts in building a work from home strategy? According to Malcolm Gladwell it takes 10.000 hours of individual practice to become an expert at anything. Have those 320 business hours since the 1st of March really made everybody an expert?
Unymira
MAY 6, 2020
I talked to Nate Brown, founder of CX Accelerator about the intersection of CX and technology. Nate is a perpetual student of the world’s greatest experiences and the people who create them.
Global Response
MAY 6, 2020
Call centers are an effective and efficient way to make sure customers are able to have a memorable experience. Companies of all sizes partner with call centers for a variety of reasons. more. The post Difference Between an Inbound Call Center and an Outbound Call Center appeared first on Global Response.
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