REVE Chat Blog

APRIL 27, 2020

Many businesses face the challenges of understanding customer insights about their behavior or sentiments. They have a negligible idea about how the discovery happened and what are the customer actions across multiple interactions with your brand so that you can have better consistent engagement. The important aspect of understanding the omnichannel vs multichannel strategy approach is which one fits better for your business and how it can help to gain better insights or behavioral data about yo

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Multichannel Analytics Customer retention Marketing 68

HelpCrunch

APRIL 27, 2020

It’s next to impossible to run a business at scale without a well-planned customer support system. Given that clients have already become tech-savvier and more demanding than ever, it’s essential to cater to their needs [ … ]. The post How to Automate Customer Service: 6 Well-Tried Ways appeared first on HelpCrunch blog.

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Customer Service Customer Support 71

Ansafone

APRIL 27, 2020

With advancing technologies such as artificial intelligence ( AI) and live chat, it is no wonder that staying on top of your game and on top of technology are critical moves. When you are looking into add any customer service options to your business, one that you should consider is live chat services like those … Live Chat as an Effective, Omni-Channel Communication Channel Read More » The post Live Chat as an Effective, Omni-Channel Communication Channel appeared first on Ansafone Contac

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Contact Center Technology Customer Service Healthcare 91

Victor Midgley

APRIL 27, 2020

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?

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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.

Callminer

APRIL 27, 2020

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

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Journey mapping 182

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. (Washington Post) Shake Shack is returning all $10 million it received from a federal loan program intended to help small businesses amid the ongoing coronavirus pandemic,

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Customer Service Government Coaching Customer Experience 201

Taylor Reach Group

APRIL 27, 2020

By Colin Taylor. The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship.

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Agent Empowerment Consulting Consulting Coaching 137

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. According to remote work strategist Laurel Farrer , it typically takes six to 12 weeks for a smooth transition from on-site to remote work — that’s under normal circumstances. But the pandemic has forced a transition to remote working virtually overnight. And for many customer support departments, that has been whilst under a relentless onslaught of customer inquiries.

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Call Center Morale Contact Center Gamification 112

Lumoa

APRIL 27, 2020

Digital customer experience is the online experience and the journey your customers go through while interacting with your brand. As a result of increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.

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Customer Experience Technology 103

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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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Cisco - Contact Center

APRIL 27, 2020

Enhancing Call Center Efficiency . Customer Experience is the priority of business leaders, any size, any vertical. Today customers want to be independent, they want access to self-serve solutions , they do not like to be sold things, they love to buy solutions to their problems and needs, thus a key to delivering amazing customer experience is to quickly resolve a customer’s problem – ideally on the first contact, even better if through self-services.

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Contact Center contact center solutions Interactive Voice Response Call Center 117

PeopleMetrics

APRIL 27, 2020

In March of 2020, PeopleMetrics conducted an independent study to find out h. ow employees across the US perceive their employer's response to COVID-19. We found that 55% of American workers are unhappy with their employer's response to COVID-19 , but that perceptions varied depending on employees' working environment, generation, industry and more.

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Feedback Personalization Management 96

pindrop

APRIL 27, 2020

Multi-factor authentication is prevalent in today’s world. From email to bank logins, many companies have employed tools like 2-factor verification to make their services more secure. As the world moves to one where the majority of interactions may happen online and through the phone channel, out of necessity, the proper identification of users and customers brings itself to the forefront as call volumes spike and capacity issues stemming from absenteeism, sickness, and country-wide shutdowns co

Call Center 93

Call Center Banking Metrics Wait times 93

JustCall

APRIL 27, 2020

Building customer trust in the insurance sector is a real challenge. Having easy communication access to insurance companies is important in creating a fulfilling experience for insurance buyers. An insurance company in the U.S., despite its strong and adept team, was losing its customers to bigger firms in the area. This Utah-based team of 200 was witnessing a major lag in its operations.

Interactive Voice Response 86

Interactive Voice Response CRM Average Handle Time Sales 86

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

The Call Center School

APRIL 27, 2020

Companies and teams are adapting to many changes today. Whether you are staffing up, skilling up or keeping up, The Call Center School is ready to help you. We are now offering professional services for companies that need custom e-learning solutions.

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Call Center 75

Tethr

APRIL 27, 2020

As the midwest’s largest social security disability firm, Minnesota-based Hoglund, Chwialkowski & Mrozik, PLLC receives upwards of six thousand calls every day. The firm decided to work with Tethr to identify the opportunities that were hidden beneath their large call volume. With objectives such as increasing referral revenue, mining case management data to identify profitable opportunities, optimizing lead flow and enhancing their quality assurance practices, Tethr was immediately pu

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Call Center Management 71

Concentrix

APRIL 27, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, more and more countries have announced the gradual lifting of lockdown restrictions. Select areas or states within countries have also begun reopening local economies. The following is a roundup of key events that have happened around the world in the last 24-48 hours.

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Tethr

APRIL 27, 2020

As the midwest’s largest social security disability firm, Minnesota-based Hoglund, Chwialkowski & Mrozik, PLLC receives upwards of six thousand calls every day. The firm decided to work with Tethr to identify the opportunities that were hidden beneath their large call volume. With objectives such as increasing referral revenue, mining case management data to identify profitable opportunities, optimizing lead flow and enhancing their quality assurance practices, Tethr was immediately pu

Call Center 71

Call Center Management 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.

Self service

Guru

APRIL 27, 2020

How not to approach release notes. The secret to writing great release notes. Implementing a product delivery process strategy. Why a knowledge-driven culture is key. Fact: Product release communication is problematic. The purpose of product release notes is to let your internal teams (from engineering to customer support) and your external stakeholders (customers and partners) know there have been changes to the product.

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Management Engineering Customer Support 64

VocalCom

APRIL 27, 2020

The COVID-19 crisis has impacted the way in which every company manages its daily activities to guarantee the best customer service, under conditions which have evolved very quickly due to the confinement imposed upon the inhabitants of numerous countries. Companies in charge of essential tasks are particularly affected and must deploy flexible solutions in order to ensure continuity of services while guaranteeing the health of their staff.

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Contact Center contact center solutions Scripts Customer Service 62

Nuance

APRIL 27, 2020

This post was previously posted on Healthcare IT News on February 12, 2019. Republished with permission. “I wear a lot of hats around here.” It’s a phrase that we all hear, and repeat, regularly, but it may be no truer than at rural and critical access hospitals. In these environments, the health information management (HIM) person may [.] The post Supporting a healthy bottom line with clinical documentation improvement for rural facilities appeared first on What’s next.

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Healthcare Personalization Management 61

Talkdesk

APRIL 27, 2020

“Talkdesk’s commitment to innovation and development philosophy stood out to us, making it clear that Talkdesk was the right partner to advance and future-proof our customer service operations,” said Jared Arnold, chief information officer, Advisors Excel. Advisors Excel is a US-based organization focused on building best-of-breed financial practices to bring unparalleled service to independent financial professionals while supporting every aspect of their business.

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Cloud contact Enterprise Analytics Contact Center 60

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

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. This diversity in communication channels requires that companies structure their workflows and route incoming messages efficiently to deliver on the omnichannel promise.

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Automotive CRM Upselling Customer centricity 59

LiveVox

APRIL 27, 2020

Two Strategies to Manage an Increase in Inbound Call Volume The nature of how we conduct business has drastically changed as a result of the coronavirus pandemic lockdowns. What has been the contact center’s response to Covid-19? Well, it’s encompassed a shift to working from home and strategic reliance on digital channels. Over the course. The post Two Strategies to Manage an Increase in Inbound Call Volume appeared first on Livevox.

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Management 55

COPC

APRIL 27, 2020

We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and businesses on a daily basis. Companies have responded by changing themselves, and quickly. From retooling and reorganizing to relocating entire workforces, the companies that have been able to react the quickest will be those in the best position to prosper — regardless of what the future holds.

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Morale Contact Center Coaching Call Center 52

LiveVox

APRIL 27, 2020

Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU Our workforce optimization experts share pointers for how to score as many calls as possible in a distributed setting using automation. Skim the discussion below for what you should consider before purchasing a speech analytics automation solution. Score 100% of the calls that.

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At home agents Analytics 53

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

Working Solutions

APRIL 27, 2020

The COVID-19 coronavirus is being described as a defining moment for the world, and probably deservedly so. Whatever happens in the long run, there can be no doubt the pandemic has shifted the business-customer relationship in big ways. And in the process, some essential truths are emphasized, such as the importance of personalized customer care. […].

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Customer Care Personalization Customer Experience 52

C Space

APRIL 27, 2020

The Brand Move Roundup – April 27, 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).

Finance 52

Finance Enterprise Healthcare Banking 52

JustCall

APRIL 27, 2020

Building customer trust in the insurance sector is a real challenge. Having easy communication access to insurance companies is important in creating a fulfilling experience for insurance buyers. An insurance company in the U.S., despite its strong and adept team, was losing its customers to bigger firms in the area. This Utah-based team of 200 was witnessing a major lag in its operations.

Interactive Voice Response 52

Interactive Voice Response CRM Average Handle Time Sales 52