Toister Performance Solutions
APRIL 23, 2020
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. What do you experience when you encounter a brand for the first time? According to New York Times bestselling author, Shep Hyken, new customers experience uncertainty.
Contact Center Pipeline
APRIL 23, 2020
Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions and body language were simply innate traits and a process of evolution in “The Language of Emotions” (1872). Over a century later, American psychologists Paul Ekman and Robert Plutchik attempted to […].
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Talkdesk
APRIL 23, 2020
The cloud ensures a remarkable pace of innovation, which is what ultimately makes the difference in the customer’s journey. Our expectations as customers have been growing and are now higher than ever. From year to year, we expect that the services at our disposal, both digital and traditional, will surpass and go further. Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count.
Beyond Philosophy
APRIL 23, 2020
We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits. Lorraine is demonstrating how the Endowment Effect works.
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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.
Myra Golden Media
APRIL 23, 2020
It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun? Is she eating healthy? Your employees are on their own at home. If a remote employee’s next phone call is from an angry, irate customer, can they handle it?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
FluentStream
APRIL 23, 2020
Now that I’ve been working from home for a while, we wanted to pass along our best, most meticulously-tested tactics to help you become a Work from Home Master. Carrying the title of Remote Work Master is a heavy burden. Read More.
Callminer
APRIL 23, 2020
What are some call center best practices for retaining top talent and improving the customer experience? Take a look in CallMiner’s latest blog post.
Pipkins
APRIL 23, 2020
Emergency Telework Takeaway Week Two: Scheduling. Business owners have just accepted that quarantined households with many people living there are a reality. The near total shut down of businesses, schools and daycares, has many business owners accepting that quarantined households with many people living there are going to be disruptive and less productive.
Ameyo
APRIL 23, 2020
In my previous blog (read: how to get your agents work from ready), I talked about how infrastructure readiness on the agent’s part plays an important role in deciding the call center solution that the business opts for during the COVID-19 pandemic. Today we will talk about one such case where the call center agents … The Ameyo Phone Agent – Manage Your Contact Center Interactions over an IVR Read More » The post The Ameyo Phone Agent – Manage Your Contact Center Interacti
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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
Nicereply
APRIL 23, 2020
Customers who’ve had a bad experience with a company are only 40% likely to still be a customer in a year, compared to 75% of customers with great experiences sticking around. CSAT is the most prevalent method of measuring customer satisfaction today. Businesses ranging from tech giants like Google and Apple to the smallest early-stage startups use it all around the world to see what works for their customers and what yet needs to be improved.
Nuance
APRIL 23, 2020
As the COVID-19 pandemic engulfed hospitals across the country, radiology department leaders had to make a hard and immediate pivot to have their teams work safely from home within a matter of days. That entailed transforming established work routines built around multiple on-site systems to work effectively from multiple locations away from the normally bustling [.
Calabrio
APRIL 23, 2020
In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges. This week, instead of exploring how we handle the here and now, I am keen to share some ideas on how leadership can prepare for a smooth, safe transition when companies return to p
Concentrix
APRIL 23, 2020
As we continue our efforts to keep you informed of the COVID-19 situation, countries across the globe are planning for the gradual lifting of lockdown or quarantine measures, while others have begun the first phases of reopening economies. The following is a roundup of key events that have happened around the world in the last 24 hours. The number of.
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.
Hero Digital
APRIL 23, 2020
At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions, as front-line keepers of financial systems for consumers and small businesses, have a crucial role in ensuring the continued functioning of society. These financial services companies have had to continually adapt and provide real-time solutions for customers through the changing nature of the crisis.
Quiq
APRIL 23, 2020
Share This Story Doing more with less is a challenge that many achieve with planned, incremental changes. Recent events have shown that the ability to plan is a luxury. They can be slow and expected or sudden and unprecedented, but shifts happen. The dramatic swings in demand and employees moving to a work-from-home model or being furloughed due to COVID-19, pushed leaders to adjust instantly.
Wowdesk Blog
APRIL 23, 2020
In today’s digital era where everything demands a quick solution, survey software acts as a springboard to continuous improvement and effectiveness. . Feedback and Survey Software are instrumental in collecting and analyzing customer feedback and derive valuable insights that can support organizational growth. The facts and information gathered can be used to interpret customer expectations and devise strategies that can prove fruitful in the long run. .
Talkdesk
APRIL 23, 2020
“In the rapidly changing landscape we all now find ourselves in, it’s imperative that the connection between us and our customers is always open and stable,” said Richard Gardner, chief executive officer, IT Naturally. IT Naturally is a UK-based organization focused on delivering best-of-breed IT infrastructure service management, ensuring the foundations supporting business systems and users across the globe are always operational, ready to go and secure.
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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.
LiveVox
APRIL 23, 2020
Understanding your remote workforce: The most important metrics to look at You’ve set up at-home agents. What next? So, you’ve taken the plunge, and, like many other contact centers, you’ve got your agents set up to work from home. Hopefully, the transition went as smoothly as it could have at such short notice; you got. The post Understanding your remote workforce: The most important metrics to look at appeared first on Livevox.
Babelforce
APRIL 23, 2020
If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact centers have trouble automating even the simplest processes? We’ve come up with four vital processes which our clients are always interested in automating. Here’s the question for you: do you have the resources to automate these processes , quickly and with zero fuss?
Noble Systems
APRIL 23, 2020
Text-to-speech (TTS) technology is a form of speech synthesis. It converts text-based information into verbal output that closely resembles a natural voice. Let’s take a look at how TTS software works, and how it can be used in the contact center to improve the customer experience. How does Text to Speech software work? A TTS Engine converts written text into a phonemic representation.
Babelforce
APRIL 23, 2020
If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact centers have trouble automating even the simplest processes? We’ve come up with four vital processes which our clients are always interested in automating. Here’s the question for you: do you have the resources to automate these processes , quickly and with zero fuss?
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!
CSM Magazine
APRIL 23, 2020
Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent. We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years.
Advantage Communications
APRIL 23, 2020
Customer expectations are higher now than they have ever been before. As a result, it’s crucial that your company is able to make the most of innovative technologies that enhance your customer experience (CX) and help you stand out above your competitors.
CSM Magazine
APRIL 23, 2020
If the Coronavirus pandemic has taught us anything, it’s that behavior is everything. The impact of the stay-at-home policies shows in the decline in new cases. But like a virus, behavior within organizations can be healthy or detrimental. Not only for individuals but for the success of the organization itself. Many companies emphasize their focus on strategy, financials, or even products over organizational behavior.
C Space
APRIL 23, 2020
The Brand Move Roundup – April 23, 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
Connect
APRIL 23, 2020
After being forced to experience home-working en-masse through the COVID-19 pandemic, many feel that the days of the traditional office-based working are a thing of the past. Many companies have been forced to rush into implementing or extending home-working solutions at pace and, as such, have lived with several compromises to achieve employee safety.
AnswerConnect
APRIL 23, 2020
Portland-based AnswerConnect is the industry’s No. 1 answering service provider, according to the latest research by GoodFirms. AnswerConnect tops the. Continue Reading → The post AnswerConnect Ranks No. 1 on the GoodFirms List of ‘Best Answering Service’ Providers appeared first on AnswerConnect Blog.
Babelforce
APRIL 23, 2020
If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact centers have trouble automating even the simplest processes? We’ve come up with four vital processes which our clients are always interested in automating. Here’s the question for you: do you have the resources to automate these processes , quickly and with zero fuss?
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