HelpCrunch
JUNE 22, 2020
Modern consumers take an interest in advanced product features, how you sell them, and what happens after they buy stuff. They’re the driving force for brands today with a much greater impact than ever. 54% [ … ]. The post How to Build Better Customer Relations: 7 Insightful Tips appeared first on HelpCrunch blog.
Wowdesk Blog
JUNE 22, 2020
Employee productivity is always on the top of any company-concern list. Indeed, productivity and revenue are closely-knit. . Almost every business had the question of increasing the productivity of customer support staff at some point. However, it is quite difficult to increase the support team’s productivity without increasing their stress and work hours.
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Outsource Consultants
JUNE 22, 2020
Want to know what your call center has in common with all the others? . They’re looking to cut costs. Want to know what you can do to surpass your competitors? Optimize your call center costs to deploy seamless customer experiences. . Today, tomorrow, and forever, the challenge to lower operational costs will always be a priority. And with a looming recession, that challenge has only intensified.
Steve DiGioia
JUNE 22, 2020
In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable? In today’s post, I expand on one of those reasons: “low price shoppers”. Here’s my story…. While shopping, you see a brightly colored cell phone sticking out of the back pocket of an employee or your waiter has a pack of cigarettes in his front
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Callminer
JUNE 22, 2020
QA metrics refer to the data your company uses to measure performance. Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 22, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What do Gen Z shoppers really want? by Mike Roberts. (Retail Customer Experience) Mike Roberts, chief creative officer at Green Room Design, a brand and retail consultancy, maps out what Gen Z consumers are all about and the experience design innovations that connect
Alorica
JUNE 22, 2020
Post-pandemic plans for digital transformation should include omnichannel communications, automation, and agent-assisted AI models. TechRepublic’s Karen Roby talked with Colson Hillier, the CMO at Alorica, provider of Business Process and Customer Satisfaction Outsourcing solutions, about digital transformation projects in the post COVID-19 era. The following is an edited transcript of their.
Spearline
JUNE 22, 2020
Welcome Poland to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers' call experience with your organization. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are delighted to announce that Poland mobile is certified, and is available for immediate testing.
inmoment
JUNE 22, 2020
Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. Nearly 20 million of them will likely be furloughed by July.
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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
Certified Languages International
JUNE 22, 2020
While experts are making predictions of a second wave of COVID-19, or even a second peak , nothing is definitive. There’s still a lot of uncertainty. One thing we can count on is that coronavirus isn’t going away anytime soon; we’re going to be living with it until a vaccine is developed and widely available. So instead of looking at what we need to do as language access professionals to prepare for the next few weeks, or even months, we need to take a long-term, thoughtful approach, to make sur
NICE inContact
JUNE 22, 2020
It's important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Use industry benchmarks to make cuts that will put you in line with other contact centers like yours. Using both sets of benchmarks in combination may yield the best results.
VocalCom
JUNE 22, 2020
The COVID-19 pandemic strongly accelerated the remote working trend. To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The new paradigm of Work.
pindrop
JUNE 22, 2020
An Exclusive one on one discussion with John Chambers CEO of JC2 Ventures, former CEO of Cisco Systems, and newly appointed Global Ambassador of La French Tech and Vijay Balasubramaniyan Pindrop CEO and Co-founder. In this week’s webinar, “ Breakout Leadership In A Cautious New World ” – Pindrop Pulse offers an intimate and exclusive conversation that will provide leaders inside and outside of the contact center with actionable recommendations and proven strategies to keep your organizatio
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.
TeamSupport
JUNE 22, 2020
How well do you really know your customers? In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. Often, the very first contact the company ever has with a customer in that environment may be through a call center, where they have a simple request like asking for an update on their order.
Talkdesk
JUNE 22, 2020
It’s safe to say that 2020 has been a bigger challenge than any of us could have ever expected. Lockdown and social distancing orders were put in place in order to ensure public health safety. This, in turn, originated numerous concerns for businesses that quickly realized they would not be operating as usual. Some companies did not have the necessary infrastructure or policies required to enable a work-from-home (WFH) model.
GetFeedback
JUNE 22, 2020
How to ask and act strategically on customer feedback for your ecommerce business.
ViiBE Blog
JUNE 22, 2020
ViiBE’s video-assistance technology dedicated to helping desk support in call centers is proud to partner with Zendesk. As a member of Zendesk’s incubator at Station F in Paris, as well as being available on the Zendesk marketplace , ViiBE is pleased that this partnership has proven beneficial to clients such as the international sporting goods retailer, Decathlon.
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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.
Calabrio
JUNE 22, 2020
For our Calabrio employees, the recent events in Minneapolis have special significance. The Twin Cities is home to our U.S. headquarters, and we wanted to help out as our community dealt with changes. Below is a summary of Calabrio’s community outreach efforts in May and June 2020. We’re proud of every Calabrio member who pitched in to help donate and collect items!
Customer Experience Matters
JUNE 22, 2020
I recently hosted a webinar “Experience Management in Uncertain Times: Tips for the CIO.” We had a great panel discussion with Michael Golz, Chief Information Officer of SAP Americas along with Tim Greulich, Managing Director, XM Practice Leader and Kashif Rahamatullah, Principal from Deloitte. The discussion centered around how IT leaders can and should think about Experience Management (XM), especially given all of the recent COVID-driven changes to customers and employees.
Plantronics
JUNE 22, 2020
Many organisations have initiated the process of reviewing how, when, and if to bring employees back to the call centre. To review and discuss best practices and potential outcomes, Poly bought together a panel of experts equipped with a large database of survey responses about what employees are looking for from their new workspaces. I [ ] The post Does the Call Centre Workplace Have a New Competitor?
CSM Practice
JUNE 22, 2020
If you are a Customer Success Manager walking down the path of establishing a continued strong relationship with your clients, there are some activities that you should pay attention to. Demonstrating the value for the clients is one of the most important roles a Customer Success Manager must perform effectively. The Quarterly Business Review is one of the most important activities a Customer Success Manager must perform to offer value for their clients.
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!
Ameyo
JUNE 22, 2020
The entire world was taken by surprise when the lockdown was imposed and the first reaction for businesses was to build a business continuity plan along with the contact center operations running smoothly. Managing infrastructure in an uncertain environment like this became the biggest challenge for most contact centers because in a close-knit system as … Webinar: How To Establish A Contact Center For Remote Agents In The Post-COVID World?
FreshGrade
JUNE 22, 2020
Students and their parents can write these together and upload them to their FreshGrade portfolio. Once an activity is in a portfolio, students and parents can look back on it anytime. My 2019/2020 year. The best thing about this year was…. My favourite thing to learn was…. My recess memories are…. Something that was hard for me was…. Something that made me laugh this year was….
Ameyo
JUNE 22, 2020
The entire world was taken by surprise when the lockdown was imposed and the first reaction for businesses was to build a business continuity plan along with the contact center operations running smoothly. Managing infrastructure in an uncertain environment like this became the biggest challenge for most contact centers because in a close-knit system as … Webinar: How To Establish A Contact Center For Remote Agents In The Post-COVID World?
Creative Virtual
JUNE 22, 2020
By Chris Ezekiel, Founder & CEO. Today I’m proud to be sharing Creative Virtual’s introduction of the Neutrino release of V-Person , our innovative virtual agent and chatbot technology. This release delivers the perfect combination of conversational AI, orchestration tools and industry expertise to enable organisations to create customer and employee conversations.
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
Skybridge
JUNE 22, 2020
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. In his recent Forbes article, Chip Bell talks about how, so often when our customers vent their anger, we have an opportunity to see beyond that anger to what’s really motivating that call: fear.
FiveStars
JUNE 22, 2020
The COVID-19 crisis in the United States and around the world completely upended the way people perform day-to-day activities. Interactions at many restaurants quickly became digital-first as delivery, curbside pick-up, or drive-thru-only became common with dining rooms across the country shuttered. The response from most chain restaurants was also swift – ads ran to let […].
Education Services Group
JUNE 22, 2020
What do you know about your customers’ health? I don’t mean if they’ve been to the doctor lately, though it’s always nice to ask how they’re doing. I’m talking about understanding your customers adoption of, and reliance on, your product. Healthy customers are enthusiastic users who value your company, have incorporated your product into their everyday workflows, and therefore have a low level of churn risk.
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