Contact Center Pipeline
JUNE 4, 2020
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of […].
Toister Performance Solutions
JUNE 4, 2020
I've been getting a lot of questions about remote training. The shift to work-from-home has caused leaders to re-think how employees are trained. Onboarding new hires, re-skilling existing employees, or just meeting ongoing development needs is a challenge. My experience with virtual training started in the late 1990s, and I ran my first full-time virtual training program in 2002.
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CSM Magazine
JUNE 4, 2020
Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla. The current Coronavirus crisis has shown the importance of contact centres at this difficult time. When many organisations are looking to outsourcers for additional resource, this is a good opportunity to reflect on the lessons learnt in the industry.
Callminer
JUNE 4, 2020
Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.
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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.
Steve DiGioia
JUNE 4, 2020
The “ Customer Value Proposition ” is providing convincing reasons why a customer should buy a product, and also differentiate your product from competitors. The same works for our “internal customers”, our employees. The “value” one brings to their organization is not easily measured but can, and usually does, make itself known very quickly within the process.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
5CA
JUNE 4, 2020
The white paint lines on the road crept passed ever so slowly, like my life tricking away. I tapped the steering wheel with my nails, trying to release the pent up stress and irritation while the radio mindlessly droned on. Then the tears came, right on time, same as usual.
Nicereply
JUNE 4, 2020
Deciding to start gathering customer feedback is a crucial aspect of making your customer happy, but what’s even more important is to choose the right distribution for your team. Customer satisfaction is the key to creating a long-term relationship with your customers. If your customers aren’t happy, they will sooner or later leave your company.
VirtualPBX
JUNE 4, 2020
We’re now six months into the global spread of COVID-19. It has caused dramatic loss of life and an altering of the economy most people have never seen before. In order to keep employees safe, many businesses have adjusted their work practices to include telecommuting. We put out a call to all interested businesses to share their working from home tips for success.
Customer Experience Matters
JUNE 4, 2020
The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.
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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
NICE inContact
JUNE 4, 2020
After a cancer diagnosis and undergoing treatment, A NICE inContact employee’s daughter knew she needed to work from home especially during COVID-19. She felt fortunate to have found employment with a call center after undergoing multiple rounds of treatment that resulted in a period of unemployment. Now she was worried about calling in sick or facing the alternative of going to work immuno-compromised.
Interactions
JUNE 4, 2020
Often, the top consideration when evaluating a Conversational AI solution is the technology itself. And while the technology is extremely important to build the foundation of a great virtual assistant (more on that here ), there are a lot of other considerations that should be top of mind as you evaluate your options. Choosing, implementing, and maintaining a virtual assistant takes time.
Spearline
JUNE 4, 2020
The impact of poor audio quality. When either your customer or your agent fails to connect with good telephone audio quality, the conversation will eventually take longer to conclude, leaving both sides extremely frustrated and fatigued from such a terrible experience. Not only that but your first call resolution/first-time fix rate is affected as well as average call times - with an immediate impact on your bottom line.
REVE Chat Blog
JUNE 4, 2020
Words are incredibly powerful for handling clients’ conversations as businesses often can truly either make or break customer service experiences. Using the right empathy statements and phrases for customer service makes all the difference between a poor or delightful experience. According to the Empathy Index , “Empathy is more important to a successful business than it has ever been, correlating to growth, productivity, and earnings per employee.”.
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.
Tethr
JUNE 4, 2020
If you don’t have a CX team in your organization, you should contemplate adding one. Having a team in place that considers and can influence all of the touchpoints along the customer journey is major for businesses focused on acquiring and retaining customers. . In companies experiencing fast growth, the customer journey is typically comprised of the work of the marketing, sales, design, service and product teams.
Mindtouch
JUNE 4, 2020
Over the last three years, through a vigorous process of trial and error, MindTouch has developed a time-to-value focused methodology for customer self-service. The objective of this methodology is to secure high impact for your customer experience (CX) and agent experience in the shortest time possible, requiring the least amount of change management, for the highest return for your business.
Interaction Metrics
JUNE 4, 2020
Are you staying safe? How are you feeling? With staggering societal upheaval, you probably want to understand how your partners, staff, and distributors are responding to COVID-19. Do they have enough PPE? Where do they see things headed? A survey is a great way to capture these insights… IF it’s done well. One company told me they had just done their COVID-19 survey, and while they knew it was ugly and slapdash, they figured something was better than nothing.
Concentrix
JUNE 4, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, current U.S. jobless claims surpass all prior records. Tokyo considers simplifying the 2021 Olympics while Spain ponders reopening soccer stadiums. Philippines testing capacity has reached 42,000 per day. The following is a roundup of key events that have happened around the world in the last.
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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.
Select VoiceCom Blog
JUNE 4, 2020
Working with outsourcing companies that operate using outdated technology can be risky for your business. After all, your service delivery could drop if your team and your calls are managed through manual processes and systems — which can make for unhappy customers down the line. The good news is, cloud contact center technologies can make […].
inSided
JUNE 4, 2020
At inSided we’re pretty mad about Customer Success. It’s our overall company goal to offer up best-in-class Customer Success Community platforms for B2B SaaS companies. We are already hugely proud to serve awesome companies like Gainsight, Mixpanel, Zapier and Miro, helping them build out their customer communities and boost customer success with our platform.
Playvox
JUNE 4, 2020
A live chat system gives customers direct access to help with their issues, wherever in the world they currently are. In addition, users can multitask while waiting for an agents’ response. The same can be said for the agents, who can search and gather supporting information all while chatting with a customer without having to mute them as they would during a phone conversation.
COPC
JUNE 4, 2020
“We need to focus more on the issues that trouble us in these remote working times and innovate with technology to combat privacy concerns, quickly adapt and adopt platforms for virtual collaboration (some of which have such an impressive ability to foster teamwork) and keep an open mind. Now more than ever, we need to be ready to change.”. — Byron J.
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!
Maru Group
JUNE 4, 2020
Welcome to the first in a series of four episodes, making up our Mini Pet Care Podcast. Over the next few weeks, we’ll be exploring three key trends defining consumers’ pet care decisions, based on our recent qualitative research with pet owners. Erica Ruyle, Sr. Vice President of Qualitative Insights at Maru Matchbox, will talk me through some of her findings.
CSM Magazine
JUNE 4, 2020
Sand Studio have released an AR camera, screen sharing and real-time voice chat in one app to make remote support easier than ever. Sand Studio, a mobile device management (MDM) solution provider, today announced the release of a brand new remote support solution for business users, enabling a new and efficient way for customer support staff to solve both software and hardware issues using one unified application.
Maru Group
JUNE 4, 2020
Welcome to the first in a series of four episodes of our Mini Pet Care Podcast. Over the next few weeks, we’ll be exploring three key trends defining consumers’ pet care decisions, based on our recent qualitative research with pet owners. Erica Ruyle, Sr. Vice President of Qualitative Insights at Maru/Matchbox, will talk me through some of her findings.
Nuance
JUNE 4, 2020
I’m thrilled to share that the Security & Biometrics team at Nuance, in the context of the pandemic, rapidly innovated and delivered novel AI technology to Telefónica, enabling seniors to receive prioritized customer service. How did we do it? Prior to the pandemic, we had the ability to differentiate adults from children by analyzing their [.
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
Education Services Group
JUNE 4, 2020
Startup incubators are well-known programs that allow entrepreneurs to test out their new business ideas. They usually offer support like office space and mentors so the idea can be tried out and improved upon in a nurturing environment. Building or expanding a Customer Success organization can be surprisingly similar to developing a startup. The most successful CS programs are constantly tested and revised and tested again.
C Space
JUNE 4, 2020
The Brand Move Roundup – June 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Fourteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
inmoment
JUNE 4, 2020
We’ve spent quite a lot of time discussing how brands can survive during the COVID-19 pandemic, but as shops reopen and governments begin lifting quarantine measures, it’s time to start talking about how businesses can thrive after this crisis. Sure, COVID-19’s impact will continue to be felt for quite some time, but as customers return to storefronts and some semblance of normalcy is restored, it’s essential that companies consider how to effectively listen to those individuals in a post-COVID
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