Monet Software

MARCH 26, 2020

So you’re thinking of moving to the cloud for your customer engagement solutions. According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. In other words, you know that your peers and competitors are moving to cloud to improve the customer experience (CX) and lower costs. If you’re ready to begin innovation in the cloud, what should you consider first?

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Contact Center Pipeline

MARCH 26, 2020

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data that can be tied back to a person’s identity. Name, address, date of birth, and Social Security number are the data […].

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LiveVox

MARCH 26, 2020

Ten Tips for Optimizing Your Remote Voice Agents The effects of COVID-19 continue to evolve on a day-by-day basis. With all the change and uncertainty going on right now, how do you ensure your business can maintain business as usual (or as close to it as possible), and minimize disruption in your contact center operations? The post Ten Tips For Optimizing Your Remote Voice Agents appeared first on Livevox.

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Beyond Philosophy

MARCH 26, 2020

We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.

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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.

Callminer

MARCH 26, 2020

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

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ProProfs Blog

MARCH 26, 2020

Hello? Yeah, hi. I was trying to purchase one of your products online and submitted my card details. I see a deduction but I haven’t received a confirmation from your end. Could you please look into this and let me know if my order has been confirmed? Yes, sure. Is it okay if I put your call on hold? . Yeah. Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore.

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InGenius

MARCH 26, 2020

In recent weeks, the need for contact center agents to work remotely has become a necessity. While these contingency plans are put in place to safeguard the agents' health and wellbeing, it's only natural to also think about what the impact will be for both your own team and for your customers. There are some advantages to working remotely though, and also ways that InGenius Connector Enterprise can be used that will help address any hesitancies that remain for implementing a remote work policy.

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Talkdesk

MARCH 26, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I focus on several automation technologies to augment customer support operations that are reeling during this difficult period.

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ProProfs Blog

MARCH 26, 2020

Every company has a unique identity. . They have their own culture, way of dealing with conflicts, and the managerial hierarchy. . But, when it comes to customers, there are very few companies who understand the importance of standing out of the crowd and making customers feel delighted. Take Tesco Express, for example; they have a habit of replying to negative customer posts with smart, witty comments.

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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

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The Call Center School

MARCH 26, 2020

At The Call Center School, we create engaging e-learning courses for training contact center employees (for frontline agents, supervisor, quality assurance, and workforce management). With the current outbreak of the Corona virus, contact centers face an entire new set of challenges. To prevent a further outbreak and protect their employees, many centers have quickly moved to remote work scenarios.

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Toister Performance Solutions

MARCH 26, 2020

Customer service professionals are naturally helpful. The world has changed dramatically in the past few weeks. For many of us, the type of help we need to give has also changed. Who knows how long this will last? We need to dig in for the long haul. Each of us needs to find new ways to be helpful. Here are a few suggestions that you can use right away.

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FiveStars

MARCH 26, 2020

Small businesses are the lifeblood of our communities. They’re our favorite places to go for a quick lunch or a night out with friends; they tune-up and wash our cars; they curate unique clothing and home goods for our families; they keep our hair and nails looking fresh. Unfortunately because of the Coronavirus, the various […]. The post Your Favorite Local Businesses Need Your Help!

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VirtualPBX

MARCH 26, 2020

Our partner in providing professional phone system messages, Snap Recordings, is now offering several free COVID-19 messaging resources for businesses to use in their automated attendants and voicemail services. Snap’s talented voice actors have recorded dozens of free audio files for immediate download. It has also provided a guide for preparing your own voice messages during the coronavirus outbreak and is temporarily waiving all rush delivery fees for customers who order phone messages relate

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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

Hero Digital

MARCH 26, 2020

The most immediate threat to healthcare in the U.S. is capacity — the capacity of hospitals, emergency departments, and outpatient centers to treat the rising infection rate of COVID-19. In a healthcare system that was already overburdened, healthcare professionals are on the frontlines of the outbreak with incredibly high stress as beds and resources become unavailable.

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Eptica

MARCH 26, 2020

Date: Thursday, March 26, 2020 Author: Pauline Ashenden - Marketing Manager Why you must map your channel strategy to your customer demographics. Published on: March 26, 2020. Author: Pauline Ashenden - Marketing Manager Customer expectations are continually rising – particularly when it comes to the service they receive from businesses. Delivering the right level of service across different channels obviously requires you to understand your customers, their needs and requirements.

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NobelBiz

MARCH 26, 2020

The omnichannel approach is an industry-standard right now, but how does it compare to multichannel? What are the differences between the two? Is one better than the other? It's the ultimate showdown: omnichannel vs multichannel, settling their differences right here, right now! The post Omnichannel vs Multichannel – What’s the Difference? appeared first on NobelBiz®.

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Interactions

MARCH 26, 2020

“Please hold while we connect your call”. Imagine you misplace your debit card. After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. You buckle up for a long-winded and frustrating experience because you’ve already made multiple attempts to self-serve. A phone call is your last resort at cancellation and ordering a new card to be shipped. .

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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

Calabrio

MARCH 26, 2020

Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. This new reality gives us a lot of questions to consider regarding the nature of work, technology and culture.

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Nicereply

MARCH 26, 2020

“Having an immediate, collaborative response when the customer is experiencing their frustration improves the entire experience for customers.”. Sense’s mission is to make all homes intelligent by keeping people informed about what’s happening in their homes and helping to make homes safer, more efficient, and more reliable. Founded in 2013 by pioneers in speech recognition, Sense uses machine learning technology to provide real-time insights on device behavior, even for those

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NICE inContact

MARCH 26, 2020

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities.

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Revation Systems

MARCH 26, 2020

As the novel coronavirus pandemic continues to worsen, each day more states are issuing shelter-in-place orders making it necessary for people to stay home to help fight the spread of the virus. Although just a couple of weeks ago most contact centers could never have imagined shifting their nearly all of their employees to work completely virtual, the crisis has resulted in major shift to a remote workforce – at least for the foreseeable future.

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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!

Feedback

Guru

MARCH 26, 2020

If you’re in tech, you’ve probably noticed the industry’s newest acronym on the block — PLG, for Product Led Growth. Everyone’s talking about PLG, the CAC friendly SaaS GTM strategy (see what I did there?) in which customers can largely evaluate, try, and buy B2B software on their own, whenever they want.

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NICE inContact

MARCH 26, 2020

Every contact center leader climbs a steep hill when trying to meet performance goals within budget. It doesn’t help that it’s hard to find, train, and retain qualified agents. Leaders face markets with historically low unemployment and plenty of competition that offers attractive compensation (e.g., Amazon). Even when they get folks to sign on, training takes too long, and time to proficiency can be even longer… if the agents stay long enough to get there!

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bold360 Blog

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Effective response in a crisis requires that companies deploy operational agility in delivering customer engagement and support.

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Table

MARCH 26, 2020

The transition from email to chatbots for customer support creates a gap in the customer experience. We believe the ideal experience for any customer is a fine balance between a trained chatbot and an intelligent human. The post The Chatbot + Human Experience appeared first on TABLE CX - Amazing Customer Experience Software.

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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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JustCall

MARCH 26, 2020

We are delighted to announce that JustCall has been given the ‘High Performer’ Spring2020 label on G2. Based on reviews from over 120 businesses, the G2 ‘High Performer’ 2020 label comes as a feather in the cap for us, at JustCall. . About G2. G2 is one of the world’s largest tech marketplace for businesses and enterprises. This is a peer-to-peer review site where users can discover business software and services. .

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CSM Magazine

MARCH 26, 2020

Ask any dog owner and they will tell you that their dog is more than just a pet, they are a member of the family. From the moment they meet, owners create a lifetime bond, and care for their furry friends. Dog owners will go to great lengths to provide the best food, treats, toys, and especially health and wellness care. Every owner wants to spend as much time as possible with their dog, but busy schedules and commitments can create gaps for hours, leaving dogs by themselves.

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Merchants

MARCH 26, 2020

As digitalisation continues to shape the way we live and work, data is one of the most valuable assets to businesses and organisations today; and unlocking the value of this data is key to providing positive customer experiences and remaining relevant and competitive. The post Analytics alone won’t improve your customer experience – introducing The Cortex appeared first on Business Process Outsourcing Services | Merchants.

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