Contact Center Pipeline
MAY 1, 2020
Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. That […].
Tethr
MAY 1, 2020
Most of us have a favorite mom-and-pop shop or family restaurant that we refer people to, support over large chains and frequent on a regular basis. These places tend to tug on the heartstrings to the point where they attract loyal customers for life. . So why are we more likely to feel a stronger connection for the local diner than Denny’s? Why is the experience walking into your town florist more satisfying than giving 1-800-Flowers your business?
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Totango
MAY 1, 2020
Customers are the building blocks of enterprise. Retain them over the long haul and they’ll provide the stability and dependable revenue that forms the launchpad for your future. Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy.
ShepHyken
MAY 1, 2020
This week we feature an article by John R. DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever.
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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.
Taylor Reach Group
MAY 1, 2020
By Peg Ayers. In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Serenova
MAY 1, 2020
What separates an engaged and productive employee from a disengaged and burned out one? Often, it’s as simple as feeling appreciated. According to research, 82% of North American employees do not think they receive adequate recognition at work, and that hurts productivity, morale and profitability—regardless of what else is happening in the world. The recognition deficit and its negative impact are especially acute right now when stress is elevated for contact center agents and the customers th
Nexmo
MAY 1, 2020
We love Two-Factor Authentication (2FA)—it makes logging in so much more secure to use both a memorised password and a one-time passcode generated by your mobile phone. The problem with good security, though, is that it makes it very easy to lock yourself out. Imagine that you’re away from home—on holiday, perhaps, or maybe a business trip to a distant city.
OrecX
MAY 1, 2020
With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. At the same time, you want to be able to analyze these conversations for customer intelligence and assess staff’s performance to ensure high customer service levels. Most of these individuals are utilizing VoIP, softphones, mobile phones or landlines - and sometimes a combination thereof.
Jon Arnold
MAY 1, 2020
Here’s a pretty rich topic, and when everyone has an opinion, it makes for a long podcast. On the other hand, many of us have more time to check out new content these days, and here’s one I think you’ll like. This is our latest BCStrategies podcast, moderated by Blair Pleasant, and a pretty full roster of 12 analysts and consultants weighing in how we see a post-pandemic work world.
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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
TeamSupport
MAY 1, 2020
Living in a world where remote work is now common, more companies are leveraging video technology than ever before to keep in touch internally and with customers. Be it company-wide staff meeting or leadership calls, video has become an important part of how we work. So, how can businesses make the most of video technology to improve their customer support and operations?
Concentrix
MAY 1, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, several countries have announced extensions to existing lockdown periods. Various other governments have announced plans for the lifting of COVID-19 restrictions. The following is a roundup of key events that have happened around the world in the last 24 hours.
Totango
MAY 1, 2020
HI, In many parts of the world, the sun is shining and everything is starting to blossom. Totango is growing and innovating, too! Today, I am happy to introduce more exciting features and functionalities as part of Belize : Touchpoint Enhancement: Increase alignment and Collaboration with Threaded Touchpoints. Increase team collaboration and alignment by tracking any interaction with customers through emails as touchpoints in Totango.
FiveStars
MAY 1, 2020
Some state governors recently announced that non-essential businesses will reopen in May, and many other states will be following with full or partial reopening in May or June. If you own or manage a business that was shut down due to COVID-19, it is important to first learn your state’s rules for capacity, distancing, hours […]. The post Back-in-Business: Create Your Brick-and-Mortar Store Re-opening Strategy appeared first on Fivestars Insights.
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.
Jon Arnold
MAY 1, 2020
Travelling to industry events seems like a quaint idea these days, and it’s scary how much my time is filled now doing video calls. It hasn’t taken long for us to adjust to working virtually, and that reflects well on how today’s collaboration tools support us, as well as scale. There sure is lots to talk about as we adapt to this new world of working, and that’s been a main theme for me lately.
24-7 InTouch
MAY 1, 2020
In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not feeling empowered in their work and having little visibility into their performance and career path.
Wowdesk Blog
MAY 1, 2020
Did you know that 93% of customers are likely to repeat purchases with companies that offer excellent customer service? Most businesses believe that customer acquisition is the key to run a business. However, stats prove that there are only 5-20% chances of selling to a new customer whereas 60-70% chances of selling to an existing one. We aren’t opposing the fact that sales teams need to acquire new customers but a healthy balance between not losing old customers and acquiring new ones is impera
Talkdesk
MAY 1, 2020
The COVID-19 pandemic has resulted in numerous changes and challenges for our world, personally and professionally. Regardless of industry sector, geography or size, every organization is implementing business continuity plans. The situation evolves by the day. Speculation as to when pandemic precautions will end varies from country to country and ranges vastly from several weeks to several months.
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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.
24-7 InTouch
MAY 1, 2020
In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not feeling empowered in their work and having little visibility into their performance and career path. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver them in an effortless and seamless way.
Nuance
MAY 1, 2020
It is no surprise interactions between consumers and the organizations they engage with have become increasingly digital in the last few years. Today, however, we are seeing the focus on enabling these virtual interactions skyrocket. The consumer preference for speed, ease of access, and convenience has turned into critical consumer demand for business as usual [.
C Space
MAY 1, 2020
The Brand Move Roundup – May 1, 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).
CSM Magazine
MAY 1, 2020
Remember your website isn’t for you, it’s for the clients. Creating the best experience for them while they’re on your website will improve your relationship with them, and they’ll trust you. We all know that feeling of something being too hard to find on a website. We get frustrated and will probably go to another company’s website, which is something you, as a business, don’t want.
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!
Zoom International
MAY 1, 2020
What’s really in a name? The Oxford dictionary puts it this way: “a word or set of words by which a person, animal, place, or thing is known, addressed, or referred to”. A name matters primarily because it is how something or someone is known.
Nuance
MAY 1, 2020
It is no surprise interactions between consumers and the organizations they engage with have become increasingly digital in the last few years. Today, however, we are seeing the focus on enabling these virtual interactions skyrocket. The consumer preference for speed, ease of access, and convenience has turned into critical consumer demand for business as usual [.
Unymira
MAY 1, 2020
How hard is it for a customer to reach an agent in your company? Are callers madly pushing “zero” like lab rats in an attempt to escape your IVR? Are they Googling your phone number because it’s not easy to find on the website?
5CA
MAY 1, 2020
A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Lead QA Analyst, Sylvia Mattl, and Derek Corcoran, CEO of Scorebuddy.
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
ChurnZero
MAY 1, 2020
In an economic slowdown, justifying new business purchases and projects is harder than ever. You’re likely working under new constraints and being asked to re-strategize, pause, or pivot…. …take a scrutinous eye to each line item in your budget…. …defend every cost down to the dollar…. …reallocate resources in unexpected ways…. …generate results with significantly less.
SmartKarrot
MAY 1, 2020
Role: Customer Success Manager- Southern Europe Location: Paris, France Organization: Seismic Seismic is looking for an experienced Customer Success Manager who can own current customer relationships and are trusted advisors for client stakeholders. Partner with Sales and Marketing teams to grow Seismic’s presence and brand in the SER region. Work closely with the client and monitor Product adoption and usage.
ProProfs Blog
MAY 1, 2020
Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program.
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