ConvergeOne
MARCH 19, 2020
Historically, I’ve worked in an office setting where I grew familiar interacting with people and co-workers face-to-face. Having spent the bulk of my adult life working in offices and among other people, I grew accustomed to the luxury of dropping in on co-workers, chatting at the coffee machine, and walking down the hall to ask a co-worker a quick question.
Tethr
MARCH 19, 2020
When you think about customer experience (CX), you must think about it in terms of a customer’s entire journey with your brand. At its core, CX all comes down to how a person feels about the experience of interacting with your company. When someone has a great customer experience, you are delivering your promise, providing a valuable tool or service and creating an enjoyable experience with your customer across every touchpoint.
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Beyond Philosophy
MARCH 19, 2020
We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.
Myra Golden Media
MARCH 19, 2020
How to work remotely with a team is the most trending topic right now. Here’s precisely how you build a team and communicate with your team from anywhere.
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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.
Contact Center Pipeline
MARCH 19, 2020
Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young children and a first-time offender. Cruz knew that she had made a huge mistake, but she didn’t know how to fix it. “I didn’t realize the impact that it was going […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
MARCH 19, 2020
Many businesses are seeking ways to take their operations remote. Whether you’re on the path toward full- or part-time remote work, it’s essential that you make use of the proper remote team collaboration tools. There’s no shortage of online software for you to choose from. Google, Slack, Trello, and Zapier mark an assortment of the big names in the field.
Lumoa
MARCH 19, 2020
When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.
Interactions
MARCH 19, 2020
As the coronavirus pandemic sweeps the nation and the rest of the world, businesses are forced to make tough decisions. We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. .
Fonolo
MARCH 19, 2020
We are living in a strange time. Almost every aspect of our lives has changed since Spanish Flu decimated the world’s population 100 years ago, but it’s at times such as these that humans typically revert to the same patterns. We’re already seeing some of that base behaviour in the supermarkets, as panic drives people into the lizard part of their brains, making poor decisions that ultimately make things worse for everyone.
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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
MARCH 19, 2020
Homus Distractus: the all-too-familiar feeling of being easily distracted when working from the comfort of your home. Whether it’s kids asking for a snack, the pile of laundry staring at you from the floor or the gentle pull of Netflix… working from home comes with it’s own set of unique distractions. For me, my house is never cleaner than when I’m working against a deadline.
Toister Performance Solutions
MARCH 19, 2020
A few Customer Service Tip of the Week subscribers have asked if I had any specific advice for serving customers during the COVID-19 epidemic. I won't pretend to have any magic cure-alls. This is not an easy time to be in customer service. My best frame of reference comes from nearly 20 years ago when I managed a contact center during 9/11. Based on that experience, and the lessons I’ve learned since then, the suggestions below can help.
Eptica
MARCH 19, 2020
Date: Thursday, Mars 19, 2020 Author: Arnaud Dufournet - Chief Marketing Officer Et si on humanisait davantage la relation client avec le canal vidéo ? Publié le: 19 Mars 2020. Auteur: Arnaud Dufournet - Chief Marketing Officer Si les Français privilégient encore le téléphone et l' email pour contacter un service client, le développement du canal vidéo est prometteur pour l’avenir de la relation entre l’entreprise et les consommateurs.
Monet Software
MARCH 19, 2020
How probing questions can shape workforce engagement and where technology fits in. “Know thyself” is a Greek aphorism, which turns up throughout literary history from Plato to Emerson to self-help blogs. It’s also great advice for call center leaders seeking to enhance employee engagement. Early on, small and medium-sized businesses (SMBs) often have a leg up in this regard, enjoying a tight-knit community of hand-selected, committed individuals.
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.
Spearline
MARCH 19, 2020
For more information, The Spearline Podcast is back with its second season! Kicking things off it’s all about remote working and how important it is for businesses to adopt this method in order to survive and thrive. Spearline’s Chief Marketing Officer Michael Palmer speaks with Spearline’s own CEO and Co-Founder Kevin Buckley about this topic, straight from Kevin’s living room!
Customer Experience Matters
MARCH 19, 2020
During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters.
Jon Arnold
MARCH 19, 2020
Things definitely are not business as usual now, but I’m keeping plenty busy, and being home-based, I really haven’t missed a beat. Not quite as productive as normal, but am still getting some public writing done. Here’s my latest one, running now on the BCStrategies portal. This post is one in a series sponsored by Yealink , each authored by different BC Experts , so watch for those soon.
Talkdesk
MARCH 19, 2020
Everything seems to be changing — quickly. Just a few short weeks ago, my schedule was somewhat predictable, at home and in the office. I think most of the world felt the same way, as routine as those schedules may have been. Parents dropped children off at school, cruise ship staff greeted new passengers, hotel housekeeping hurried to turn rooms for the next guests, retailers stocked-up on seasonal items, etc.
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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.
Alorica
MARCH 19, 2020
Following the government’s COVID-19 mandate, we have decided to close our operations in Guatemala, including locations in Campus and Primma effective today, March 20. We know this is the right move for our people as we work together aggressively to stop the spread of the virus. The locations will remain closed until further notice. Please be assured this is a preventative measure only—to date.
Concentrix
MARCH 19, 2020
Ideas to consider to maintain business continuity with social media and messaging. The post 5 Ways Social Media and Messaging Can Help in Times of Crisis appeared first on Concentrix.
Alorica
MARCH 19, 2020
Siguiendo el mandato COVID-19 del gobierno, hemos decidido cerrar todas nuestras sucursales de Alorica en la Ciudad de Guatemala, incluidas nuestras oficinas en WTC, Campus, Primma 1 y Primma 2 a partir de hoy, 20 de marzo. Sabemos que esto es lo correcto para nuestros Colaboradores mientras trabajamos agresivamente para detener la propagación del virus.
NICE inContact
MARCH 19, 2020
Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.
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
MARCH 19, 2020
As the COVID-19 (coronavirus) pandemic continues to impact the lives of people around the world, Avaya is helping businesses, educational institutions, healthcare providers, governments and other organizations quickly adapt to having a remote workforce and is enabling collaboration and communications to help keep people connected, productive and safe.
Vcaretec
MARCH 19, 2020
So, your company has grown, and you are finding it hard to keep up with the demand of twenty-four-hour customer service, social media pages, chat lines, and all of the other items consumers of today expect. Now you are looking for help to achieve your goals and continue the growth momentum. You have heard about outsourcing, but is that really the way you should go?
Zoom International
MARCH 19, 2020
Imagine your entire team and organization shifting to a remote working environment over night? Some organizations would find that daunting. We don't and neither should you. Over the past 15 days, major companies have restricted employee travel and gatherings in person because of the coronavirus outbreak. Many teams had to learn how to and restructure entire teams from an on premises work environment to 100% remote and mobile team.
Influitive
MARCH 19, 2020
In the most recent installment of our customer success webinar series, I had the opportunity to chat with trailblazing advocate marketer Cristina Melluzzi, Global Head of Customer Advocacy and recipient of the 2019 BAMMIE award for Advocate Marketer of the Year. In joining Cisco four years ago, Cristina took a small reference-only program and expanded […].
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
Comm100
MARCH 19, 2020
In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. From what I gather, skyrocketing volume, a need for consistent messaging, and sudden onboarding of new agents have been the primary causes for concern among almost all of them.
Spearline
MARCH 19, 2020
The Spearline Podcast is back with its second season! Kicking things off it’s all about remote working and how important it is for businesses to adopt this method in order to survive and thrive. Spearline’s Chief Marketing Officer Michael Palmer speaks with Spearline’s own CEO and Co-Founder Kevin Buckley about this topic, straight from Kevin’s living room!
Sykes
MARCH 19, 2020
Receiving customer complaints can be discouraging for any brand or industry. But, did you know that behind these complaints is a wealth of helpful information to improve business operations? Within the energy industry, the Public Utility Commissions (PUCs) in every state collect and publish complaint data to help energy providers improve their customer support efforts.
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