LiveVox
DECEMBER 14, 2020
When executed well, IVR systems can help more of your customer’s self-resolve issues and enable your agents to better handle every call they receive. When done poorly, however, it can leave your customers more frustrated than when they called in the first place. Getting IVR right the first time can sometimes mean the difference between […].
ShepHyken
DECEMBER 14, 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. The 6 Top Customer Experience Trends in 2021 by Julien Rio. (CXM) The digital transformation of companies accelerated significantly in 2020.
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CX Global Media
DECEMBER 14, 2020
Great Customer Service Vision begins with defining what your customers need. What problems are they facing and how are you addressing them? The post How Customer Service Vision Affects Great Customer Experience appeared first on CX Global Media.
TELUS International
DECEMBER 14, 2020
From collaboration platforms to virtual learning, discover how digital solutions can be used to help drive employee engagement during COVID-19.
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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.
Outsource Consultants
DECEMBER 14, 2020
As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020? I was absolutely blown away by how quickly the industry adapted to the changes forced upon it by the pandemic.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 14, 2020
Simplifying CX YouTube series video highlighting 2021 CX predictions.
Tethr
DECEMBER 14, 2020
Quality assurance (QA) is not a new concept. It’s a decades old process that spans many industries. Dictionary.com defines it as: “a system for ensuring a desired level of quality in the development, production, or delivery of products and services” and the first example it uses is for nursing homes! When applied to the realm of customer service, the focus naturally turns towards people: the agents who control the phone, chat, or email experience with customers.
Nuance
DECEMBER 14, 2020
The extraordinary demands of a global health crisis in 2020 dramatically accelerated the digital transformation of clinician workflows, patient care, and healthcare delivery. As we hopefully emerge from the pandemic in 2021, the challenges will continue to be reducing physician burnout, more fully opening healthcare’s digital front door, and strengthening financial resilience.
ProProfs Blog
DECEMBER 14, 2020
Let’s consider a scenario. As a marketer, you design numerous campaigns to understand your website visitors. You apply many strategies to convert them into leads but in vain. That’s when you try out email surveys, and the results are excellent. You understand the exact requirements of your audience. Research suggests that the average response rate for an email survey is 30% as compared to 18% for a telephonic survey.
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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
Edify
DECEMBER 14, 2020
Right around this time last year, I was having a lot of fun talking to some of my favorite thinkers about what they thought we in the CX world could and should expect for 2020. At this moment in time, it seems nothing short of hilarious that I asked with such wild optimism and had envisioned an annual look at this topic in a similar fashion.
ProProfs Blog
DECEMBER 14, 2020
Let’s consider a scenario. As a marketer, you design numerous campaigns to understand your website visitors. You apply many strategies to convert them into leads but in vain. That’s when you try out email surveys, and the results are excellent. You understand the exact requirements of your audience. Research suggests that the average response rate for an email survey is 30% as compared to 18% for a telephonic survey.
CSM Practice
DECEMBER 14, 2020
Introduction. New leaders are vulnerable in their first few months in whatever discipline, including customer success. With the absence of a 90-day plan, the rest of their time in that position may be an uphill battle. There are integral parts of your first 90 days, such as developing relationships with your colleagues and customers, building trust, and gathering data and ideas for your career growth.
Cyara
DECEMBER 14, 2020
3 Holiday Wish-Listed Gifts to Give Back to Your Customers. And Your Business | Part 2, Peace of Mind. In our first part of this blog series, we talked about giving back the gift of time. This week we’re exploring a resource that’s just as precious and can be equally hard to come by: Peace of mind. Managing risk in a world that prioritizes digital transformation has remained one of the top concerns for business leaders over the last several years.
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.
NICE inContact
DECEMBER 14, 2020
If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are. But you probably also noticed a change in your call volumes and patterns. Many organizations experienced a spike in volume at the beginning of the lock downs as well as an increase in handle times.
delighted
DECEMBER 14, 2020
2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible. No matter your situation, the value of real-time customer feedback has never been more apparent.
Skybridge
DECEMBER 14, 2020
What does the future hold? How will 2021 unfold? I’m sure that most of us in the customer care realm have formed a few (or more) opinions on that topic. But I’m also pretty sure that none of us would be willing to bet our last dollar on the specifics. How could we? After the year we’ve had, if there’s one lesson we can all take with us into next year, it’s this: disruptions, by their very nature, are unpredictable.
ViiBE Blog
DECEMBER 14, 2020
Customer service, field service, and human resource organisations have begun introducing augmented reality (AR) technology with remarkable results. Paired together, augmented reality remote assistance has a proven track record of boosting ROI and KPIs including. Customer satisfaction First contact resolution rates Service efficiency . Augmented reality’s ability to improve a company’s performance has led many, like Samsung, to implement AR throughout their entire remote assistance ecosyste
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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.
CSM Magazine
DECEMBER 14, 2020
The role of a Human Resources Manager is a highly sought-after position. In this role, HR professionals have a chance to really impact the way their organisation coordinates its workforce. But you might be wondering exactly how they can do that? Luckily for you, we’re going to answer the question in this article. If you’ve found yourself asking what exactly it is a human resources manager does, then keep reading to find out.
Blueship Call Center
DECEMBER 14, 2020
The market is filled with immense possibilities. Regardless of how it appears on the surfaces, there is always good work for those who are ready to do the hard yards. When it comes to customer acquisition, outbound call center outsourcing can be the difference maker. Searching for leads? Or, just promoting your product? There is nothing that is more rewarding than an outbound call center.
ppt solutions
DECEMBER 14, 2020
TULSA, OKLAHOMA, December 14, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Chris Napier as Vice President of Enterprise Solutions. An experienced sales executive, Mr. Napier joins the company with over. The post Chris Napier Introduced as PPT Solutions’ Vice President of Enterprise Solutions appeared first on PPT Solutions.
Knowmax
DECEMBER 14, 2020
IT Helpdesk Ticketing Systems- definition, meaning, importance & benefits.
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!
SmartKarrot
DECEMBER 14, 2020
Role: Remote Director Customer Experience Location: Phoenix, AZ, US Organization: Waste Management As a Director Customer Experience, you will meet or exceed all contact center financial and performance metrics, including efficiency, quality, and attrition goals, at the queue, center, and tier levels. Manage relationships with Area Leadership, primarily Customer Service/Customer Experience Managers and Area Vice Presidents, to drive customer service, customer engagement, and customer retention
Knowmax
DECEMBER 14, 2020
Contact center scripts for handling tricky customer service scenarios.
CSM Magazine
DECEMBER 14, 2020
You can hardly find a prolific industry nowadays that doesn’t depend on customer service. Well, you don’t need to be a shrewd businessman to draw such a conclusion, do you? When it comes to the sphere of service, only a handful of domains remain on their own, not paying much attention or even neglecting customer service. However, as a rule, the majority of companies and businesses simply have to follow the rules of the game and provide high-quality customer service to fare well and eventually ma
ClientSuccess
DECEMBER 14, 2020
2020 has been chock-full of twists and turns, and customer success managers have experienced their fair share of ups and downs. The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment of customers is now a company-wide initiative for many teams. With so much focus on customer success, many organizations are looking for new ways to invigorate and streamline their customer success processes.
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
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