Tethr
APRIL 20, 2020
If you’re a CX professional fearful of losing your job to artificial intelligence, you aren’t alone. It’s a common belief that emerging tech is coming to steal the jobs of humans—particularly those in the CX field. But what if we told you that AI is more of a helpful CX companion than an unwelcome intruder? AI isn’t the enemy. While AI will displace some CX jobs, it’s more likely to change how CX workers do their jobs.
DMG Consulting
APRIL 20, 2020
What’s New in the World of Contact Center WFM. 3/30/2020. By Donna Fluss. With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM).
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ClientSuccess
APRIL 20, 2020
If you’re like most organizations over the past few weeks, you’ve received orders (whether government-mandated or from your leadership team) that have forced your team to work remote for the foreseeable future. While remote work can be challenging for any team not used to working outside of an office environment, it can present unique challenges to customer success teams who need to stay connected with each other and with external customers.
Myra Golden Media
APRIL 20, 2020
I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer. The problem with longer calls is the impact it has on customers who are on hold waiting for help.
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ShepHyken
APRIL 20, 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. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. (Washington University in St. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
APRIL 20, 2020
At the risk of blowing our own trumpet, we’ve been hammering on about the necessity of preparing to handle call spikes for years now. No matter what you do as a contact center manager, there’s always going to be something you didn’t prepare for. It could be a freak weather event. Or it could be a sweeping pandemic that sends half the world’s population into quarantine.
Aspect
APRIL 20, 2020
I wrote this to share my current perspective with customers, partners and employees. While there is so much that has gone on over the last several weeks, it has been difficult to capture it all in the moment. I hope my point of view helps you in some way. March 9 th was the last day I worked in my office. I took a video conference from Denver with one of the world’s largest online retailers.
GetFeedback
APRIL 20, 2020
Join GetFeedback and TEDx speaker Jeannie Walters in this on-demand webinar, as we share ways to quantify your feedback data and the different actions you can take to improve customer relationships and drive business revenue. .
Satrix Solutions
APRIL 20, 2020
Are you losing sight of the employee experience? As the stock market takes a tumble, companies are more concerned than ever about closing every deal and capitalizing on every ounce of revenue. This has led many business leaders to focus on what they view as most important: retaining current customers. Therefore, they are examining customer churn more closely than ever to ensure they are not losing customers for an easily solvable reason.
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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
NICE inContact
APRIL 20, 2020
Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.
Guru
APRIL 20, 2020
Slack. Atlassian. Dropbox. These are names synonymous with collaboration. And right now, they’re more crucial than ever as companies find themselves having to adjust abruptly to their new remote environments. Our mission has been to redefine collaboration in knowledge management and completely change how organizations consume and share knowledge. Today, we’re excited to announce that Guru is joining the Accel family that includes these iconic collaboration pioneers.
Concentrix
APRIL 20, 2020
Recognized with BIG “Excellence in Customer Service – Transformation of the Year” Award Concentrix won the Business Intelligence Group (BIG) Excellence in Customer Service award in the category of “Transformation of the Year” for our Account Allocation Made Easy (AAME) tool. AAME is a work allocation tool developed by Concentrix to ensure faster resolution of.
bold360 Blog
APRIL 20, 2020
Subscribe via iTunes , Spotify and more. Imagine what it’s like to be a customer right now. The world is confusing. You’re scared. And a lot of people are handing down directives and mandates for you to follow. That’s why it’s critical to think about how you can add value to your customer. Then tell them a simple, elegant story.
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.
Concentrix
APRIL 20, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple governments have reported decreases in the number of new COVID-19 infections or deaths. Select countries are also starting to let businesses or services reopen. The following is a roundup of key events that have happened around the world in the last 24-48 hours.
DMG Consulting
APRIL 20, 2020
Pandemic Proves the Flexibility of CCaaS Solutions. April 2020. By Donna Fluss. If you had any doubt about the benefits of using a contact-center-as-a-service (CCaaS) solution, the Coronavirus pandemic has likely put them to rest. In the last few weeks, CCaaS solutions, automatic call distributors (ACDs) and dialers that are delivered from the cloud have demonstrated their flexibility in meeting the needs of companies and government agencies, as many organizations have moved their employees and
Concentrix
APRIL 20, 2020
Leverage this simple guide to continue your recall efforts and increase completions during the COVID-19 pandemic. The post A guide to Recall marketing during COVID-19 appeared first on Concentrix.
Topdown
APRIL 20, 2020
Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM ( customer communication management ) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels. This transition is no longer being driven by cost-saving initiatives cloaked in environmental stewardship, but rather by CX (customer experience) strategy and technology, data and analytics evaluation, and m
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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.
NICE inContact
APRIL 20, 2020
Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.
Concentrix
APRIL 20, 2020
Learn how banks will be affected, and steps they can take for the CX. The post Covid-19: What It Means for the Economy and Banking appeared first on Concentrix.
Jon Arnold
APRIL 20, 2020
Last week I posted about a new virtual event that I’ll be speaking at next month. It’s coming soon - May 11-14, and I need to get working on my presentation. The event is called Cloud Conventions - it’s channel-focused, and it should be a good forum to get VARs, ITSPs, MSPs, etc. up to speed on collaboration, and the various business opportunties around that.
Concentrix
APRIL 20, 2020
Learn how we put talented and skilled IT resources at your fingertips. The post ADM & Staff Augmentation appeared first on Concentrix.
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!
REVE Chat Blog
APRIL 20, 2020
Every business has to be customer centric to sustain in the competitive market. Investing in customer support will help businesses to understand their complaints and improve their services and experience. There is always a silver lining to the customer complaints. Smart businesses recognize the importance of customer complaints and consider it a golden business opportunity.
COPC
APRIL 20, 2020
In late March 2020, Shandong Sunshine Financial Service Information Technology Co., Ltd. launched its bid to become the first business process outsourcer (BPO) enterprise in China to be certified to the COPC Customer Experience (CX) Standard Release 6.1, setting its sights on certification for three sites: Chengdu, Weihai, and Weifang. What has made Sunshine Financial Service’s pursuit unique is that many of the key components of the certification process have been conducted virtually, capitaliz
NobelBiz
APRIL 20, 2020
Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. However, data does not necessarily reveal the full story and provide you with a complete picture of the teams. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. This is the method of listening to client calls that evaluate an agent’s communication capabilities and identify possible opportunities for change.
C Space
APRIL 20, 2020
The Brand Move Roundup – April 20, 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).
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
Ameyo
APRIL 20, 2020
The world is changing and the COVID-19 hit world is still trying to evaluate the work from home business model. From a start-up to a large enterprise, businesses are in search of a solution that does not affect the business continuity with a pandemic at hand. For a seamless shift to the WFH model, without … Webinar: Industry’s First Enterprise Call Center On A Mobile Read More » The post Webinar: Industry’s First Enterprise Call Center On A Mobile appeared first on Ameyo.
Vcaretec
APRIL 20, 2020
Do you ever feel that you spend too much time working on secondary processes instead of focusing on crucial business activities? Or maybe you have felt that you lack data and analytics regarding customer support? Businesses in all industries have encountered these challenges but call center support services can serve as an excellent solution. Outsourcing customer support to a domestic call center can minimize or eradicate these challenges.
Callminer
APRIL 20, 2020
Business Process Outsourcing has come quite a long way in the last few years, allowing companies to achieve unheard of levels of sophistication in their market offerings without adding the strain of a vast assortment of new disciplines onto their internal teams. In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so.
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