Toister Performance Solutions
APRIL 30, 2020
Tell me if this has happened to you. You have an urgent service issue, so you decide to call. The interactive voice response system (IVR) prompts you to enter some basic account information like the last four digits of your social security number. The real frustration begins once you (finally) get a live agent on the phone and they ask you for the same information all over again.
Beyond Philosophy
APRIL 30, 2020
We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.
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Cyara
APRIL 30, 2020
In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. This includes physical environment – do they have a desk, a room free from background noises from children, roommates, pets, etc?
Contact Center Pipeline
APRIL 30, 2020
With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus pandemic and work-from-home issues. Not surprisingly, COVID-19 and remote-work-related posts once again topped the list of most-read content on the Pipeline blog. Contact Center and COVID-19: Lessons Learned To say the […].
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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.
Myra Golden Media
APRIL 30, 2020
It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound like you care when giving bad news, you’ll position yourself to deliver bad news in such a way that more comfortable for customers to hear and accept.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
APRIL 30, 2020
Keeping your employees motivated is an aspect of business that should not be overlooked. Over the course of this Covid-19 pandemic, it can be easy to lose focus and not look after oneself. Thankfully, businesses have become more mindful and supportive of their employees, and customers, no matter how far away they may be. To be a better leader and support your team of employees, an action plan for stress management is needed.
ProProfs Blog
APRIL 30, 2020
Tough times are inevitable in life and in business. But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson , Founder- Virgin Group. As the world gradually adapts to the current COVID-19 pandemic and more and more people move indoors to practice social distancing, businesses, globally, are faced with a dilemma- to either make necessary changes and survive or completely shut down operations.
Eptica
APRIL 30, 2020
Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Published on: April 30, 2020. Author: Pauline Ashenden - Demand Generation Manager While the COVID-19 crisis continues, businesses and consumers alike are adapting to the new normal, reacting to the changes caused by the lockdown to how we work, live and shop.
ProProfs Blog
APRIL 30, 2020
The COVID-19 pandemic continues to spread like wildfire, taking people’s lives, and severely impacting various economies across the globe. From the biggest MNCs to new startups, businesses are getting chills down their spine as the road ahead seems to be full of unprecedented challenges. What about your customers? You need to realize that although people are at their homes, they are not quite feeling ‘at home.’ They are waiting for you to keep every communication and support ch
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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
Creative Virtual
APRIL 30, 2020
By Mandy Reed, Global Head of Marketing. Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Throw in a global pandemic and all bets are off. Many organisations are struggling with an overwhelming increase in calls and the closure of call centres. Customers are taking to social media to complain about being unable to get through to call centres and being disconnected after waiting on hold for hours.
ProProfs Blog
APRIL 30, 2020
Are you just thinking about starting your own business? Or are you already working on growing one? No matter what your perspective is, so far, you’re probably aware of how unpredictable and demanding the modern market may be. Opposite to the old-fashioned concept of commerce, modern ways of doing business (and particularly e-commerce!) go far beyond selling something.
Hero Digital
APRIL 30, 2020
While the COVID-19 pandemic has impacted nearly everyone across the globe, each person’s experience is unique. Factors such as age, geography, and obligations influence the way people are responding to the crisis. Think of the impact on day-to-day life felt by someone living in a major city versus someone in a small rural town. Or how a college sophomore might change their behaviors and mindset in response to the threat versus their grandparents.
Interactions
APRIL 30, 2020
‘‘. Strategy is about reducing uncertainty. It is the role of top management to reduce the uncertainty during the transition phase in such a way that people dare to make the choices and commit the resources.’’ . Those of you sitting at your desk in your home office and collaborating to create the strategy that will drive your organization through these uncertain times are probably getting emails and LinkedIn messages by the minute featuring buzzwords like AI, Machine Learning, RPA, and Automatio
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.
Nexmo
APRIL 30, 2020
Build a Proxy App to Mask Sensitive Phone Numbers. We live in an increasingly digital world, and kids are often the first to use new technologies and applications. They may be competent at using digital technologies, but they don’t always understand online security, including which data they can share with strangers, and which they must not. In this post, we will show you how you can use the Vonage Voice API to protect one of their most valuable data assets—their phone number.
VirtualPBX
APRIL 30, 2020
Our ACD Queues Pro web-based call center feature offers agents many benefits when completing calls throughout their work days. We offer agents a number of methods for logging in and setting a status. ACD Queues Pro also makes sure inbound calls can be distributed evenly among users. Moreover, agents can take control of their call wrap-up and pacing through extension requests.
pindrop
APRIL 30, 2020
A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. Each day brings a new wave of COVID-19 headlines, most of them unsettling. While many are looking forward to the day when they can return to normal life, the reality is one of upheaval: a hastily implemented work from home policy , financial instability and an almost overnight change in consumer behavior. .
inmoment
APRIL 30, 2020
To many customer experience (CX) practitioners, closing the loop refers solely to solving individual customer problems and making it clear that those concerns have not only been heard, but also addressed. The truth is that, while this process is obviously vital to the success of any organization, it is only the first step into a wider world of continuous improvement.
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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.
Nicereply
APRIL 30, 2020
Be all ears to your customers and let them boost your sales because of your ace customer services. The earliest that you grasp this message, the better it will be for your company’s growth. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. Look at these figures that indicate how customer experience and better services can impact a company’s growth; 77 % of people are likely to recommend your products or services if they
Alorica
APRIL 30, 2020
Many industries have been dramatically disrupted by the pandemic, but the call centre sector is already being transformed by it. Even before the enforced lockdowns, it was witnessing the gradual introduction of new technology based on artificial intelligence that can do some of the tasks done by humans — and potentially replace millions of jobs. Alorica, one of the largest outsourcing companies.
Concentrix
APRIL 30, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, various countries are seeing slowdowns in the rate of new cases of infection. Governments around the world are also continuing to announce plans for the gradual lifting of COVID-19 restrictions. The following is a roundup of key events that have happened around.
Revation Systems
APRIL 30, 2020
Powered by LinkLive Healthcare, the Secure Cloud-based Contact Center Helps Arizona’s Healthcare Facilities Act Fast for COVID-19 Patients. SAN FRANCISCO–( BUSINESS WIRE )– Revation Systems , a leader in cloud-based, compliant messaging and communications, today announced that its unified communication system LinkLive Healthcare , is the backbone of the new the Arizona Department of Health Services (ADHS) Surge Line.
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!
Alorica
APRIL 30, 2020
Many industries have been dramatically disrupted by the pandemic, but the call centre sector is already being transformed by it. Even before the enforced lockdowns, it was witnessing the gradual introduction of new technology based on artificial intelligence that can do some of the tasks done by humans — and potentially replace millions of jobs. Alorica, one of the largest outsourcing companies.
Guru
APRIL 30, 2020
Helping customers reach that coveted aha! moment with your products — and eventually realize their vision of success from when they originally purchased — can be really tough. When you get it right, though, successful customers lead to higher renewal rates, account expansion, and priceless case studies and references. They also provide your team with a deep sense of purpose in their work.
bold360 Blog
APRIL 30, 2020
COVID-19 has placed unprecedented strain on customers and the companies that seek to support them. As brick-and-mortar retail locations and offices have closed down, or vastly curtailed their face-to-face operations, nearly everyone is doing business from home. What’s the top service trend fueled by COVID-19? Service demand and delivery have shifted to digital channels.
C Space
APRIL 30, 2020
Customer, Now. Nothing is changing faster than ourselves. Read more about this C Space project. What’s happening with customers right now and what should business do next? Suddenly, these two questions became a lot more complicated; the answers require us to get beyond the numbers, headlines and hyperbole in search of simple, scalable human truths. That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspecti
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
Concentrix
APRIL 30, 2020
Increase security and enhance insight into agent behaviors though the power of AI. The post Agent Assurance Tool appeared first on Concentrix.
LiveVox
APRIL 30, 2020
Cutting-Edge Compliance Controls For Your Contact Center Compliance isn’t a nice-to-have. It’s a must have. Rules seem to be ever-changing. Increased litigation is happening as a result. The prospect of rising fines is a very real possibility and a problem you never want to be dealing with. And with more agents working remotely than ever. The post Cutting-Edge Compliance Controls For Your Contact Center appeared first on Livevox.
Comm100
APRIL 30, 2020
Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning to the office anytime soon. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. But managing agents working from home still poses many difficulties.
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