Tue.Mar 24, 2020

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4 Reasons Hierarchy Can Help CSMs and Their Customers

ChurnZero

4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . Hierarchy and injustice can often be seen to go hand in hand. Even the word hierarchy can instantly make people feel uncomfortable, turned-off, or even angry. People that constantly pull rank can be the killer of creativity and innovation, and make any work environment toxic.

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Call Center Preparation for the Coronavirus

Contact Center Pipeline

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and breakrooms. If someone in your call center gets the coronavirus, it could spread quickly. Having your call center quarantined can result […].

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Six Customer Satisfaction Lessons from the Coronavirus

ConvergeOne

Whatever you want to call it, we’re all “in it” right now and struggling to find a new normal for our daily lives. As far as our work life is concerned, companies around the globe have been working tirelessly to handle the demand, both from a customer side and an employee side. Although the examples represented below are not of a life-altering or threatening nature, they are used illustratively to provide guidelines on how we should be behaving with our customers during this uncertain time.

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You can expect a rise in customer frustration and significant increases in escalations to supervisors right now. Here's help.

Myra Golden Media

My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Two Words on Everyone’s Minds: Business Continuity

Callminer

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

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Imagine your next phone call is from an angry Customer. Are you 100% confident you can handle it?

Myra Golden Media

Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. .

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UJET Tips for Work From Home Remote Agents

UJET

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu

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Forbes interviews Vicki Brackett on link between employee productivity and inclusion

Virtual Live Labs

[link].

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UJET Tips for Work From Home Remote Agents

UJET

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Forbes interviews Vicki Brackett on link between employee productivity and inclusion

Virtual Live Labs

[link].

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Call Center Showdown: Artificial Intelligence or Live Agents?

TeleDirect

Watch enough science fiction movies or read the latest news, and you’d think robots – namely, machines using artificial intelligence (AI) – are ready to take over the world…including customer service platforms like the call center. But the seemingly inevitable handover of customer service tasks from humans to AI-powered data centers isn’t all it’s cracked up to be.

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3 Helpful Tips on How to Rock Remote Interpreting

Certified Languages International

While many in the industry have been slow to embrace remote interpreting , the current health crisis has shed light on its benefits, especially in medical settings where the stakes are higher than ever. CLI has been proud to embrace remote interpretation for over 23 years. We have leveraged technology to help facilitate these services and connect interpreters with clients and non-English speakers in seconds.

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Five Major Benefits of Using a Case Management System

Wowdesk Blog

Is your business lacking in good customer service? If yes, then here’s an important fact for you – It is estimated that customer service would be considered as a key brand differentiator by 2020. . Imagine if dissatisfied customers start calling out your brand in open, how will it impact your business? You would never like to ruin your brand image.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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How To Direct Your Customers During the Coronavirus Pandemic

Uniphore

Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.

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Boost Employee Retention Through Engagement and Satisfaction Surveys

Nicereply

Use employee engagement and satisfaction surveys to listen to your crew, so you can learn what they need to stay excited to be on your team for years to come. Employee retention should be at the forefront of every manager’s mind. After all, in a recent survey of over 500 companies, 71% of managers reported a high correlation between employee engagement and organizational success.

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Who benefits from an AI-powered knowledge base?

Talkdesk

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . A true AI-powered knowledge base benefits: Customers.

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Managing B2B Customer Lifecycle Stages

Totango

Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.

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Contact Center Dialers Demystified

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.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Two)

Calabrio

Last week I talked about how we at Calabrio are approaching the impact of coronavirus on our employees, as well as our employee-customer collaboration. Since then, we have seen a huge amount of engagement across our Teams channels, a reduction in the concern about working from home and rewarding online workshops with customers. Virtual meetups and coffee breaks are also going strong.

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Improve Remote Contact Center Efficiency Using AI and Messaging

Quiq

Share This Story. The Coronavirus is sending the workforce home, straining supply chains, and in some cases, diminishing demand, making it more expensive for businesses to operate and harder to sell. In other cases, such as airlines, financial services, healthcare, education, and other industries, demand for support has spiked. Are you struggling to keep up with the huge spikes in phone calls during this time of uncertainty?

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week One)

Calabrio

Let me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes. But the challenges we are collectively facing—in keeping ourselves, our families, our communities and our businesses safe—has proven to be my largest test yet.

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How working remotely has allowed me invaluable time with my son

5CA

“I’m on break, it’s my turn to hold him!” This is just one statement many fathers don’t get to say to their significant other as they usually do not have home based job.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Fundamentals of Managing Remote Call Center Agents

Ameyo

There has been a shift towards the remote working model in the past couple of years. This change has been possible due to advancements in digital technology and to some extent due to the cultural shift as well. Thanks to the cloud contact center technology, the agents who were earlier tied to their desks attending … Fundamentals of Managing Remote Call Center Agents Read More » The post Fundamentals of Managing Remote Call Center Agents appeared first on Ameyo.

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Building a Tech Stack to Equip Your Newly Remote Team

Guru

Our “new normal” doesn’t feel very “normal.” While teams across the globe are transitioning to the #WFH life, it’s more critical than ever that we're equipped with the tools that we need to do our jobs — wherever we're working.

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Ten Tips for Optimizing a Remote Agent Workforce

LiveVox

Ten Tips for Optimizing a Remote Agent Workforce For obvious reasons (which we need not go into here), the ability to manage, motivate, and optimize a remote, dispersed workforce has never been more critical for today’s contact center leaders.? While working from home has become steadily more normal for employees worldwide, no one was expecting.

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Keep Your Business Afloat: How to Launch and Promote a Gift Card Program During COVID-19 Slump

FiveStars

Around the country, small businesses are faced with the incredibly challenging decision of whether or not to remain open. Fivestars data shows a 70% decrease in foot traffic across our network of 14,000 businesses, as many U.S. states have begun mandating that “non-essential” businesses stay closed. As small business owners reconsider their business models during […].

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Tips For Working Remotely: Use Services That Support You

VirtualPBX

Of all the tips for working remotely we can offer, perhaps the most important is this: Use tools and services that provide your business with solid footing. VirtualPBX has been a remote-first company for more than a decade. Our team has worked from all corners of the U.S., and continues to thrive in that distributed environment, even under the strain of the coronavirus outbreak that has upended all aspects of life.

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Sharing my Latest Podcast - Future of Work Expo Review

Jon Arnold

In every way imaginable, things are off-schedule these days, but in time, it all gets done. For this month, I’m about a week or so behind in getting this post out. Regular followers will know that my Watch This Space podcast is exclusive to newsletter subscribers for a couple of weeks, and then I share it publicly on my website. Some topics are more timely than others, but the content is usually pretty relevant once my podcasts are shared.

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How to improve the customer experience for better customer retention in times of uncertainty — Part 1

delighted

In challenging and uncertain times, startups and established corporations alike face painful decisions as they pivot to accommodate unexpected circumstances. Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed. However, there is one area that absolutely should not be compromised: the customer experience.