Tue.Nov 17, 2020

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Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Contact Center Pipeline

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back burner, or worse, turn to “command-and-control mode” in an effort to maintain business as usual. However, one of the things that […].

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Adaptive CX: Reducing the Impact of COVID 19 in Your Contact Center

CCNG

While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption. Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track.

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How to Coach Your Contact Centre Agents

Call Design

If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. Coaching is also a great opportunity for your agents to learn new skills, get feedback on the work they are doing, and resolve the problems they might be having with calls.

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Contact Center Trends 2021: The CX Watershed

Fonolo

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Read the Full Industry Report Here: Contact Center Trends 2021. Here’s what they said.

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The 2023 Verint Experience Index: Retail

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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4 Things You Missed From the Ever-Evolving Effortless Experience: An Audience with Matt Dixon

TELUS International

Do you know what it really takes to reduce customer effort and improve CX? Discover some new insights from a world-renowned CX leader, Matthew Dixon.

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How Customer Success Can Build a Relationship with Sales

ChurnZero

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! Where else can you experience the thrill of fishing and the warmth of a long-term relationship? My career started in Sales, or rather, I was slowly talked into a Sales career by a string of managers who knew I had the drive to be a great salesperson.

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What is wrap-up time?

Babelforce

Every call that a contact center agent handles leaves them with tasks to perform once the call ends. The time spent on those tasks is call wrap-up time. This usually includes recording call outcomes, escalating complaints or forwarding information the customer requested. The agent can only be available for the next call once these tasks have been performed.

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How to Trigger Different Dialogflow Intents on Different pages

kommunicate

Dialogflow has this amazing feature called “Events’’. Apart from user inputs, events are also used to trigger intents. Any Intents with the event name listed in the “Events” section will be triggered when an event occurs. A good example of this is the default WELCOME event that is already included in the Dialogflow. This event [.]. The post How to Trigger Different Dialogflow Intents on Different pages appeared first on Kommunicate Blog.

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Hello Website Touchpoints — Keeping Your Customers Happy Just Got Easier

Hello Customer

Keeping your customers happy and satisfied is the first step to keeping your customers. Unfortunately, gathering real customer feedback in real-time can be a real pain—for both you and them. Short of dispatching a personalized butler to standby at the ready, unobtrusively asking, “What do you need?”, the easiest means of obtaining feedback is customer touchpoint surveys.

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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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CX surveys: Part art/part science

Customercount

It is essential to ask the right customer experience (CX) survey questions – and use the best customer feedback management platform to manage the process. . The post CX surveys: Part art/part science appeared first on CustomerCount.

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Amazon AppStream 2.0: Presenting Your Computer Lab to Your Students (The New Way)

ConvergeOne

During this year of uncertainty and the COVID-19 pandemic, there have been many issues within schools, colleges, and universities globally on how to deliver student applications.

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Influence is everything: 3 tips for managing up and out from our CX leader roundtable

GetFeedback

A candid conversation with senior CX leaders reveals their struggles, triumphs, and secrets to successfully influencing executives and cross-functional peers.

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What is the Difference Between Call Centers and Contact Centers?

NobelBiz

For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. No, landline telephone calls and emails are no longer enough. Consumer behavior has dramatically changed. People interact with brands via the social media channels like never before. Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center.

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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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Why Empathetic Care is Vital for Successful Telehealth Interactions

Working Solutions

As client service professionals, we know creating a successful customer journey is imperative to achieving positive business outcomes, yet in a constantly changing world, it’s challenging. As the telehealth industry accelerates change during a worldwide pandemic, interacting with patients in a supportive, empathetic way is key to authentic customer/provider relationships.

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Developing Unique Growth Mindset That Fuels Growth, Success, and Innovation

Strikedeck

Vincent Manlapaz, in an interview with Brett Andersen talks about the dynamic role of CS and the importance of having clear cut strategies to structure growth, manage customer expectations and opportunities throughout the organization.

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New Guru Features to Power the Companies Driving Remote Work

Guru

Zoom has become a verb; the Slack “knock” notification noise sings out all day in your home office, and you use Okta to log in to all of your work applications. The “WFH stack” is a rare, true changing of the game, and it’s going to have a lasting impact on how and where we work.

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4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive

SharpenCX

Every time my pet supplies arrive on my doorstep in the big, cardboard Chewy box, I get excited to unpack them. I know what you’re thinking. It’s just cat food. Why would you be so eager to unbox some crunchies for your cat? Well for me, every Chewy shipment means one less errand I have to run. It means I have extra time to plan what I’m eating for dinner, and I won’t fall into the trap of seeing and saving more tiny animals at the pet store.

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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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13 Ways Professionals Can Adapt To A Changing Marketing Landscape

Alorica

The global pandemic has signaled a death-knell for brick-and-mortar locations, with several large chain stores closing outlets all around the country. Smaller “mom-and-pop” type stores have already shut, unable to maintain their profits with such low margins. E-commerce has emerged as a savior to many of these small and medium enterprises. This adoption provides a unique window for professionals.

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How to Build a Resilient Call Center

ScreenSteps Call Center

Call centers deal with a lot of change! Especially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues.

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New Report — The 3 C’s: CX, Channels, and Compliance

LiveVox

Get the Free Report In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, Director, and Manager levels to understand what their strategic priorities are right now, where they’re headed in the future, and what roles customer experience, non-voice channels, and compliance play in their operations. We gathered responses from individuals in a […].

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What is the Difference Between Call Centers and Contact Centers?

NobelBiz

The terms call center and contact center are often used interchangeably, which might lead you to think that they are one and the same. However, there are differences and points of divergence between these two concepts. Let’s explore the meaning and advantages of each and how they fare against the digital age. What Is a Call Center? A call center is an entity whose vocation is to mobilize human, technical, and technological means.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Hello Website Touchpoints — Keeping Your Customers Happy Just Got Easier

Hello Customer

Keeping your customers happy and satisfied is the first step to keeping your customers. Unfortunately, gathering real customer feedback in real-time can be a real pain—for both you and them. Short of dispatching a personalized butler to standby at the ready, unobtrusively asking, “What do you need?”, the easiest means of obtaining feedback is customer touchpoint surveys.

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Free Webinar: Meeting Consumer Demands for Frictionless Mobile Support

CSM Magazine

Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’. In the age of digitalization, loyalty is fleeting – Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences. As consumers spend more time and money via digital channels, it is imperative that your business does not neglect these channels and ensures top-class mobile and in-app

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Next SCTC Fireside Chat on AI - This Wednesday, with Vonage and Journey.ai

Jon Arnold

Tomorrow is Part 3 in our ongoing series about the AI opportunity for consultants. This time around, I’ll be talking about emerging AI applications. As usual, Steve Leaden will host, and we’ll be joined by speakers from Vonage and Journey.ai. If you don’t know, these one hour sessions are open to all, with the core audience being SCTC members and consultants who want to learn more about what we have to offer.

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Battling Burnout in a Work-From-Anywhere World

Edify

Are our work-from-anywhere tools causing burnout?

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Simplifying installations & tech troubleshooting for customers & technicians with AR & knowledge management

Knowmax

Simplifying installations & tech troubleshooting for customers & technicians with AR & knowledge management.

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Find Next-Gen Order Processing Services to Improve Customer Experience

Back Office Centers

Customer experience is the most important thing for a modern-day entrepreneur to look at. If you can wow the customers, there is nothing like it. Although companies strive to achieve better customer experience via their customer care, they often forget order processing services. In today’s time, when most orders are made via online medium, the importance of order processing is second to none.

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Amazing Business Radio: Jeffrey Hayzlett

ShepHyken

Customer Service is Engagement . Staying Focused on What Customers Want and Need . Shep Hyken interviews Jeffrey Hayzlett , Chairman of C-Suite Network. They discuss strategies for persevering in business and providing amazing customer experiences in challenging times. Top Takeaways: . No matter what you’re selling, there will always be certain conditions of satisfaction.