Upstream Works
JUNE 10, 2020
Every aspect of every business has been forced to adapt to COVID-19. While that alone could easily consume all your energy, the impact on your customers must be managed as well. With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. These changes have also happened abruptly.
REVE Chat Blog
JUNE 10, 2020
Customer expectations are changing and businesses need to adapt through digital transformation to understand the customers and their journey. Customer experience is now becoming the key differentiating factor of customers’ decision making process. Buyers expect customer experience from a brand that extends beyond the store purchase to their smartphone, tablet, and laptop computer. 71% of shoppers who use smartphones for research in-store say that it’s become an important part of the
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Injixo
JUNE 10, 2020
Reducing average handle time (AHT) will lower costs, but it can easily lead to bad call quality and customer dissatisfaction. However, if done right, you will get the one without losing the other.
ShepHyken
JUNE 10, 2020
Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.
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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.
Contact Center Pipeline
JUNE 10, 2020
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had no idea when we were […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Satrix Solutions
JUNE 10, 2020
As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. This is problematic for many reasons. After all, how can you create the experiences which will establish advocates for your products and services if you don’t have feedback from your customers?
Spearline
JUNE 10, 2020
We recently interviewed Customer Engagement Manager, Laura Coughlan, about how she has adapted to working from home, the challenges she may have been facing, the perks of remote working and more. With this current climate and everything going on, had it been a big transition from working in the office, helping your customers, to working from home full-time?
NobelBiz
JUNE 10, 2020
The amount of legislation on caller ID spoofing has made it ambiguous at best. At first, you’d say it’s illegal, but there are specific instances when it’s not. In this article: we look at all the cases for when it is, and when it isn't, and what the US can do against international spoofers. The post Is Spoofing Illegal? Yes and No. Let’s Explain appeared first on NobelBiz®.
ForeSee
JUNE 10, 2020
Verint Experience Index reveals customer needs and bank satisfaction rankings before and during COVID-19 We surveyed more than 7,500 banking customers—in two waves, before and during social distancing guidelines—to understand.
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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
Customercount
JUNE 10, 2020
Customer Feedback Management Platform CustomerCount® platform has partnered with Keatext and EVC Marketing for a 30-minute reputation management webinar on Tuesday, June 16 at 11:00 EST | 16:00 BST. The post CustomerCount offers reputation management webinar appeared first on CustomerCount.
ChurnZero
JUNE 10, 2020
Many of us have been staying at home, protecting ourselves from the coronavirus and are no doubt looking for an escape. Turning to our TVs and phones does not always allow us a break, from everything that is going on, that we occasionally need. But unplugging from it all and diving into a good book can, if only for a little while. These books might not be considered juicy beach reads, although if you can read them on a beach, six feet away from other sunbathers, you should, but we hope you find
NICE inContact
JUNE 10, 2020
If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster.
Concentrix
JUNE 10, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, countries are continuing to see increases in cases and some are experiencing record highs in number of cases and deaths. New outbreaks in the Philippines prompt localized quarantines while new outbreaks in the United States prompt warnings from health officials.
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.
Advantage Communications
JUNE 10, 2020
An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer , US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service.
delighted
JUNE 10, 2020
So far, 2020 has been a year of change and challenge, and you’ve worked hard at implementing process changes for navigating the new normal of remote work-life during COVID-19. However, it’s important to consider the steps you will need to take to ensure that your business is ready to reopen and more importantly, that your employees feel comfortable and confident with your preparedness.
LiveVox
JUNE 10, 2020
Why CRM Is Keeping Internal Siloes Intact Customer service has historically been treated as a cost center, while other departments like sales are revenue generators. The two departments typically have little to do with each other in an organizational chart. However, the customer may engage with a business through both customer service, sales, or marketing.
inmoment
JUNE 10, 2020
Customer needs, wants, and expectations are changing rapidly, and brands that want to keep up need to aggressively monitor customer commentary if they hope to continue providing the experiences that those individuals seek. Though listening to customers is merely the first step in a wider, effective framework for customer experience (CX) program success, doing so enables brands to better understand what customers are looking for and to deliver real business outcomes, not just keep track of metric
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!
Skybridge
JUNE 10, 2020
5 Ways to Keep Your Team Safe and Engaged. Since March, companies around the world have faced a seemingly unending series of difficult trade-offs in the struggle to remain operational and save the business. For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they could be back up and working from home.
bold360 Blog
JUNE 10, 2020
My grandma isn’t in the classic cohort of digital natives. But in the middle of COVID-19? Grandma’s ordering her groceries online like an Internet whiz. Millennials can’t keep up with her. The times, as Bob Dylan sang, they are a-changin’ We’ve always thought of online sales as the next frontier for a lot of consumers, but the recent pandemic has caused customers to hit the metaphorical fast-forward button.
delighted
JUNE 10, 2020
After months of staying at home and going out only for essentials, many of us are craving offline experiences. At the same time, we’re concerned about our health and the health of others each time we step out. As retailers approach reopening businesses during this delicate transition, they will need to adapt to a new way of doing business to prevent the spread of COVID-19.
Wowdesk Blog
JUNE 10, 2020
We can’t avoid complaints from customers, it’s almost an everyday affair! Usually, a customer complains for some genuine reason. They usually end up purchasing something that did not meet the mark of their expectation; it can be a product, service, or maybe both. To handle their concerns, you must know the best customer complaint management tactics- listen to their issues, resolve them, and ensure their complete satisfaction.
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
Creative Virtual
JUNE 10, 2020
By Chris Ezekiel, Founder & CEO. Chatbots, smart help, virtual assistants, virtual agents, conversational AI – there are lots of names for this automated, self-service technology being used today. Regardless of what you call it, the objective for including it as part of your customer service strategy is to deliver quick, easy access to information.
Eckoh
JUNE 10, 2020
In the words of Elvis, we’re ‘all shook up’. Not surprising after the initial reaction to the global pandemic that is COVID-19. It’s changed how we think, live and work and why it’s important to build resiliency into contact center operations. Traditionally contact centers have always had to consider how they keep going in crisis situations because their customers expect to be able to keep in touch and businesses depend on their front line customer service functions.
SmartKarrot
JUNE 10, 2020
The success of your company depends on the prioritization of customer needs and goals. The relationship that your employees create with the customers determines the expansion of the relations and benefits for the customer and the company. When you handle your customer well and build a personal relationship, there are high chances that he or she would increase purchases.
pindrop
JUNE 10, 2020
How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. Bias exists everywhere in our society. And while some biases are largely harmless, like a child’s bias towards one food vs the other due to exposure, others are quite destructive. Impacting our society negatively and often resulting in deaths , dispassionate laws , and discrimination.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
SmartKarrot
JUNE 10, 2020
Role: Customer Success Representative Location: Portsmouth, New Hampshire, US Organization: Bottomline Technologies As a Customer Success Strategist, you will have to understand Bottomline’s customer segments and requirements. Act as a strategic leader and provide world-class customer onboarding, support, adoption, advocacy, and retention capabilities.
Calltools
JUNE 10, 2020
Training call center agents in-person can be challenging and mentally draining. However remote training can make you feel like a poorly equipped manager at times. Having the right tools and techniques at your disposal can help you develop a team of call center agents that are effective. When agents are successful at their jobs they yield incredible business results.
SmartKarrot
JUNE 10, 2020
Source. Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. This will set the right context for you. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. The most common one is that you are left on your own to grow. Because Customer Success is a relatively new field and the ones who can guide you are also new to this.
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