Nicereply

APRIL 3, 2020

Tough conversations are a part of life and in business, it’s no different. But tough customer conversations can be just that – tough. In customer service, you’re bound to come across a difficult situation or two. People have bad days, get confused, and things go wrong. Angry, difficult and dissatisfied customers aren’t necessarily a reflection on how well your business is run (because people are, well, people).

Morale 101

Morale Customer Support Customer retention Personalization 101

ShepHyken

APRIL 3, 2020

This week we feature an article by Nikunj Dudhdat, a digital marketing executive at SoftwareSuggest. He discusses the overall value that a good Customer Relationship Management (CRM) software can bring to your business. Customers nowadays do not lack for options when it comes to buying any product or getting a service. This makes for a very strong competitive environment among the businesses.

CRM 167

CRM Marketing Management Call Center 167

Tethr

APRIL 3, 2020

The entire world, including your customers, is now focused on the COVID-19 pandemic. Some of them are dealing with job loss, pay cuts or temporary layoffs. Some are on the frontline, putting their health and health of their families at risk in order to serve others. Many are battling Coronavirus health complications or know someone close to them who is. .

Call Center 92

Call Center Accountability Personalization Customer Experience 92

Contact Center Pipeline

APRIL 3, 2020

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].

Contact Center 264

Contact Center Call Center 264

Advertisement

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 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals. Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

Customer Service 177

Customer Service Customer Experience 177

Totango

APRIL 3, 2020

At Totango, we’re about success. Your customers’ and your own. So, now that everybody’s working remotely, we asked around our virtual office for suggestions of how to be more successful conducting business at home. Our team shared the ideas used in their own homes to make their workday, work better! . Start a Morning Ritual . “Take a few minutes each day to get ready—whatever that means for you—to get into the mindset for work.

Sales 100

Sales Marketing Management Best practices 100

ProProfs Blog

APRIL 3, 2020

Can you imagine the mindset of customers who are satisfied with a business? After a negative experience, certain emotions come to the forefront, which can be-Frustration, disappointment, and disrespect. The impact of these emotional outbursts is immediately seen on a brand’s sales and performance. Let us understand what does the word satisfaction implies for a brand?

Surveys 103

Surveys Feedback APIs Customer Support 103

Noble Systems

APRIL 3, 2020

What Is IVR? Some people new to the contact center industry might be wondering ‘what does IVR stand for’? This common acronym stands for Interactive Voice Response. IVR is an automated system generally used by contact centers that answers incoming calls and then provides a recorded message with options for the caller. Callers can input their response via their telephone keypad (touch-tone) or using voice commands.

Interactive Voice Response 90

Interactive Voice Response Call flow Abandon rate Contact Center 90

ProProfs Blog

APRIL 3, 2020

Can you imagine the mindset of customers who are satisfied with a business? After a negative experience, certain emotions come to the forefront, which can be-Frustration, disappointment, and disrespect. The impact of these emotional outbursts is immediately seen on a brand’s sales and performance. Let us understand what does the word satisfaction implies for a brand?

Surveys 78

Surveys Feedback APIs Customer Support 78

Advertisement

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

Surveys

Eptica

APRIL 3, 2020

Date: Tuesday, Mars 31, 2020 Author: Arnaud Dufournet - Chief Marketing Officer Pourquoi l'analyse sémantique est-elle indispensable à un programme d'écoute client ? Publié le: 31 Mars 2020. Auteur: Arnaud Dufournet - Chief Marketing Officer Des petites étoiles, des chiffres, des smileys… Les notes sont partout, si bien qu’il devient de plus en plus difficile, pour les entreprises, d’y échapper.

Customer effort 77

Customer effort Marketing Feedback Technology 77

Ansafone

APRIL 3, 2020

When it comes time to finding the right BPO (Business Process Outsourcing) partner, there are many considerations to take a look at. Not only on cost, but the competency and reliability of a great call center are necessary. Are you value-shopping or are you budget-shopping? In vetting out a premier call center that can truly … The Real Cost of Finding the Right BPO and Call Center Read More » The post The Real Cost of Finding the Right BPO and Call Center appeared first on Ansafone Contact

Call Center 77

Call Center Business Process Outsourcing outsourcing Contact Center 77

ForeSee

APRIL 3, 2020

Everything is different right now. In response, we’re offering a Working @ Home program to help you and your employees adapt and even thrive. Your business is facing big challenges.

Surveys 78

Surveys Best practices 78

Customercount

APRIL 3, 2020

Don't let Covid-19 stop you meeting new people. Join the C.A.R.E. Teleforum, connect with C.A.R.E. members to share information and inventory options. The post C.A.R.E. Teleforum Meet The Members appeared first on CustomerCount.

76

76

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

C Space

APRIL 3, 2020

The Crisis Playbook, Part 1: Business Tactics During, and After, COVID-19. How we work needs a radical rethink. To support our clients, we’re building a best practice playbook for businesses: how to navigate now and plan for what’s next. Tweet. Sam Rothkopf. Chief Development Officer. Looking at the business landscape today, we see three distinct types of business responses emerging.

Entertainment 75

Entertainment Healthcare Best practices Management 75

Jon Arnold

APRIL 3, 2020

I was invited to be part of a group of analysts for a Twitter chat event last week on the theme of “the new telecom economy”. This was a live chat, held last Thursday, and just realized I didn’t post about it here. The driving force behind this particular event was Futurithmic, a Nokia portal focused on the impact of technology on our lives. This is just the second Twitter chat that I’ve done, and since it’s different from the regular channels I use, I thought it was still worth sharing.

Technology 73

Technology 73

Hello Customer

APRIL 3, 2020

After the Corona outbreak life and business changed in an unseen way. Organisations had to implement remote working, some had to close their stores. Others are thinking about new ways to service customers. Even though these are uncertain times, we're seeing a surge of creativity and a showing of humanity like never before. In our weekly digest, we'll highlight positive stories from brands that are showing resilience and that are innovating for the greater good.

Transportation 69

Transportation Technology Management Customer Experience 69

NICE inContact

APRIL 3, 2020

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

contact center solutions 62

contact center solutions Contact Center Customer Service Best practices 62

Advertisement

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.

Self service

24-7 InTouch

APRIL 3, 2020

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry.

Contact Center 64

Contact Center 64

Noble Systems

APRIL 3, 2020

Noble Systems has been providing outbound dialing technologies and solutions for more than 30 years. Our founder and CEO, Jim Noble, utilized early predictive dialing software in the operation of his own call centers. Realizing the benefits of automating the calling process, Jim began to focus on ways to improve the technologies. Seeking a balance between functionality, flexibility and affordability, he assembled a team of experienced call center professionals.

Call Center 59

Call Center Wireless Abandon rate Wait times 59

Vcaretec

APRIL 3, 2020

What is the best way to determine how someone feels about a particular service and/or good that they have received? As simple as this question may sound, it is one of the most important questions that any business administrator needs to answer. It is hard to identify the satisfaction level of a consumer unless they are provided with a platform to express their gratitude or frustration with their experience.

Feedback 59

Feedback Surveys Wait times Sales 59

Talkdesk

APRIL 3, 2020

For many, 2020 already feels like the longest and most challenging year of our lives. The coronavirus (COVID-19) is turning people’s daily lives upside down as governments around the world implement quarantines and social distancing strategies designed to slow down transmission. In the midst of all the chaos and confusion, working remotely has gone from a business trend to a forced reality for most people in organizations worldwide.

Chief Customer Officer 58

Chief Customer Officer B2C Government Contact Center 58

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

LiveVox

APRIL 3, 2020

How Internal Chat Boosts Productivity For Remote Teams Staying connected has never been so important. A key component of your company’s shift to remote work will be keeping lines of communication intact and open. In an office setting, it’s easy to tap your co-worker’s shoulder when you need to ask a question or walk directly. The post How Internal Chat Boosts Productivity For Remote Teams appeared first on Livevox.

53

53

24-7 InTouch

APRIL 3, 2020

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. Our typical work-from-home model operates as a hub-and-spoke, with agents receiving training and orientation at one of our campuses, and then taking their equipment home with them

At home agents 52

At home agents Contact Center Coaching Morale 52

ScreenSteps Call Center

APRIL 3, 2020

With so many call centers switching to Work From Home setups, everyone's heads are spinning. Due to this new environment, you now face several challenges: Your processes and information are changing faster than ever. Your team is now spread out with no simple way to gather everyone together in the same room. Many of your agents are stressed about what is going on the world and fearful of what the economic impact will be on them and their families.

Call Center 52

Call Center 52

ChurnZero

APRIL 3, 2020

Q&A: Unpacking the Power of the Executive Business Review. Customer Success helps your customers realize value with your product. But how do you systematically ensure they maximize their return on investment? Enter the Executive Business Review (EBR)—aka the Quarterly Business Review (QBR). EBRs facilitate customer alignment on business objectives and outcomes as well as allow you to learn about customer initiatives and opportunities.

Journey mapping 52

Journey mapping SaaS Sales Consulting 52

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

APRIL 3, 2020

Many management consultants and business experts are advising executives to move their workforce home with laptops until the crisis is over. What they are not saying is that this is now business as usual - the new normal.

Consulting 52

Consulting Consulting Management 52

Nuance

APRIL 3, 2020

The Stevie® Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. More than 2,600 nominations from organizations in 48 nations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more [.

Contact Center 52

Contact Center Sales Customer Service Enterprise 52

Global Response

APRIL 3, 2020

At Global Response, we believe that preparation is key. As new safety guidelines from the CDC are being released and many non-essential businesses are being shut down, Global Response is ready to more. The post Adapting to Changing Circumstances: Benefits of Continuity and Stability appeared first on Global Response.

48

48