inSided

MARCH 23, 2020

Online engagement drastically increased over the last week—and we can see it. At inSided, we serve the online communities for many of the largest B2C and B2B brands like T-Mobile, Gainsight, Sonos, Nutanix, Zapier and Coursera. So what does the data show us on current engagement levels? % Increase in community engagement in the last 4 weeks. In the last week, our traffic levels have increased by 30% in the USA alone.

B2C 59

B2C B2B 59

NICE inContact

MARCH 23, 2020

Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers. They also want to achieve the center’s targets for Service Level (SL), Average Handle Time (AHT), and First Contact Resolution (FCR), among others.

Average Handle Time 62

Average Handle Time Service level Technology Customer Experience 62

LiveVox

MARCH 23, 2020

Evolving to an At-Home Agent Experience While many contact centers rely on traditional office setups, as the effects of the COVID-19 pandemic develop and we all work together to slow the virus’ spread through social distancing, there could be an effect on how you coordinate your agents. As you rise to this challenge, we want. The post Evolving to an At-Home Agent Experience appeared first on Livevox.

At home agents 54

At home agents Contact Center 54

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

industry standards 207

industry standards Service level Call Center Metrics 207

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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.

ShepHyken

MARCH 23, 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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.

Customer Service 177

Customer Service Customer Experience Customer Support 177

ShepHyken

MARCH 23, 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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.

Customer Service 120

Customer Service Customer Experience Customer Support 120

Aspect

MARCH 23, 2020

As technology leaders, we have been mulling over what the Aspect technical team can do to help us get through these challenging times. The medical and economic threats our world faces can’t be fixed with software, but perhaps some of the things we have learned, building tech over the years, can be of use. A few years ago, Aspect surveyed employees and asked us to rate, on a 5-point scale, our agreement with this statement: “I think what I do for Aspect is extremely important.

Contact Center 143

Contact Center Surveys Technology 143

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element of any call center business continuity plan and companies around the world seek to enable remote working as quickly and seamlessly as possible.

Call Center 109

Call Center Contact Center Enterprise CRM 109

Aspect

MARCH 23, 2020

As a new week is on the horizon, it is important to briefly look back to see what has transpired as well as how we did. The words “ Never Saw That Coming” has taken on a new meaning! It is fair to say that many companies had IT business continuity plans for several disastrous “what-if” scenarios. Most revolved around the data centers not being able to operate.

Education 123

Education Consulting Consulting Customer Support 123

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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

Surveys

FiveStars

MARCH 23, 2020

In San Francisco, we are now starting on week 2 of ‘shelter in place.’ In the last 24 hours, New York, Louisiana, Ohio, and Delaware have followed suit and shut down non-essential businesses, joining a list of over a dozen states that have issued similar orders. While it’s only been a week of staying inside […]. The post Impact of Coronavirus on Small Business appeared first on Fivestars Insights.

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GetFeedback

MARCH 23, 2020

GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market.

Customer Experience 107

Customer Experience Management Marketing Technology 107

Serenova

MARCH 23, 2020

If there is one clear lesson to be learned from COVID-19, it’s the power of adapting—well and quickly—to change. I’ve been reminded of this throughout my career leading technology companies and serving customers. But what we’re experiencing right now is unprecedented. We are in unchartered territory for how we live and work. With the effects of the COVID-19 crisis continuing to grow in scale and impact every day, Serenova is committed to helping keep contact centers working, safely.

Contact Center 80

Contact Center contact center workforce Healthcare Government 80

Tethr

MARCH 23, 2020

When it comes to measuring Customer Effort, are you survey-dependent? If so, isn’t this causing a higher effort experience as customers must relinquish some of their valuable time to answer these surveys? Machine learning and predictive scoring are modernizing the customer experience. While measuring Effort is a solid plan to start identifying areas of improvements regarding CX, most companies depend on post-call surveys as their primary Effort measurement tool.

Surveys 73

Surveys Customer effort Analytics Customer Experience 73

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

Zoom International

MARCH 23, 2020

Are you transitioning from working in an office to working remote? It definitely takes adjustment and discipline to work remotely, but honestly even though I am a social person who likes building strong relationships in person, I have to say I love it.

Personalization 76

Personalization Marketing 76

Ansafone

MARCH 23, 2020

Pandemics are unpredictable and difficult to prepare for. Besides the SARS Epidemic of 2002-2004, H1N1 Influenza Pandemic of 2009, and Ebola Epidemic of 2014-2016 in more recent years, we, unfortunately, are dealing with one in 2020! And today, in 2020, we have the COVID-19 pandemic!! An outbreak of a serious disease that has grown out of … Preparing For a Pandemic with Ansafone Contact Centers!

Contact Center 71

Contact Center Call Center 71

Virtual Live Labs

MARCH 23, 2020

[link].

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Jon Arnold

MARCH 23, 2020

I do all kinds of podcasts, and this time around, I was interviewed by No Jitter’s Beth Schultz as part of a series sponsored by Spearline. With that out of the way, Beth started by getting my back story and how I got into this space. I don’t get to talk about that often, so if you’re wondering how-did-I-get-here?, you’ll enjoy this podcast. Otherwise, we talked about the evolution of voice in the workspace, leading to today’s AI-driven world where it’s getting hard to know what’s human, and wha

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73

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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

Virtual Live Labs

MARCH 23, 2020

[link].

Employee engagement 130

Employee engagement 130

Ansafone

MARCH 23, 2020

During these uncertain times, we all have experienced the impact of the COVID-19 pandemic in every aspect of our lives. As we continue to monitor the daily changing environment, we continue to evaluate the impact it has on our business, public and personal health and the safety of our customers, employees and partnerships. My heart … Message from Our CEO, Randy Harmat of Ansafone Contact Centers Read More » The post Message from Our CEO, Randy Harmat of Ansafone Contact Centers appeared f

Contact Center 62

Contact Center Personalization 62

Virtual Live Labs

MARCH 23, 2020

[link].

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VocalCom

MARCH 23, 2020

The current global threat of COVID-19 is having an unprecedented effect on the way people live and work. Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. At Vocalcom, we understand the immediate need of our customers to ensure business continuity without jeopardizing the health of their employees.

Contact Center 62

Contact Center Government contact center solutions CRM 62

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Virtual Live Labs

MARCH 23, 2020

[link].

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Fonolo

MARCH 23, 2020

Bad service at a restaurant, being disconnected from a service call or a poorly directed commercial ad — all of these scenarios can lead to your business feeling the wrath of social media users at one point or another. Callout culture has picked up steam over the last few years with popular movements on social media making an impact in our everyday discourse.

Chatbots 67

Chatbots Technology Customer Service Marketing 67

Virtual Live Labs

MARCH 23, 2020

[link].

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inSided

MARCH 23, 2020

Just how valuable is it to keep customers invested in your brand? We're exploring the answer to this question and some tips on improving retention in today's blog.

Customer retention 69

Customer retention 69

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.

Contact Center

Virtual Live Labs

MARCH 23, 2020

[link].

Contact Center 130

Contact Center 130

Maru Group

MARCH 23, 2020

In the United States, there are over 30 million small businesses employing almost 59 million people. The Small Business Administration has called them “economic engines,” central to growing economic output and employment. But beyond their economic clout, small businesses hold a special place in the American psyche. From George Bailey’s “Bailey Brothers Building and Loan” to the Gilmore Girls’ Dragonfly Inn and The Simpson’s “Moe”, small businesses play to our love of authenticity, honest hard wo

Enterprise 55

Enterprise Engineering Best practices Marketing 55

Virtual Live Labs

MARCH 23, 2020

[link].

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