Tue.Nov 17, 2020

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.

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


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.

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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.

Contact Center Trends 2021: The CX Watershed


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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

New Guru Features to Power the Companies Driving Remote Work


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. product updates


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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. CX Best Practices

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


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. Cloud Data Center K-12 Education

VirtualPBX Softphone: Android 11 Updates, iOS 14 Updates, and New Desktop Features


The release of many new features for the VirtualPBX Softphone for mobile and desktop include the capability to send SMS text messages and participate in video conferences. Moreover, Android 11 updates and iOS 14 updates give our mobile softphones a number of new actions not found in previous builds.

How Customer Success Can Build a Relationship with Sales


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?

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Pandemic-Tested Customer Experience Success

Chip Bell

First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support.

CX surveys: Part art/part science


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.

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


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.

What is wrap-up time?


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 Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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


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

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


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.

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. Training Call-Center

What is the Difference Between Call Centers and Contact Centers?


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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Battling Burnout in a Work-From-Anywhere World


Are our work-from-anywhere tools causing burnout? Employee Experience employee wellness Remote Work work from home work from anywhere Remote Teams employee engagement

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.

CTI Technology – The Key Ingredient in Your Customer Experience Recipe

Noble Systems

In the “Experience Economy” customers seek experiences over products and services. It’s not surprising that customer experience (CX) has become the differentiator between market winners and losers.

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.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

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’.

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.

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.

Monthly Update: The Secret to Improving Your Customer Experiences Lies Hidden Within Your Website

Cisco - Contact Center

The Rise of Digital and Customer Expectations. According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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


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.

13 Ways Professionals Can Adapt To A Changing Marketing Landscape


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.

Amazing Business Radio: Jeffrey Hayzlett


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: .