Thu.Jun 25, 2020

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.

How Do You Meet New Customer Expectations?

Satrix Solutions

Acquiring a new customer is a time for celebration. But in today’s environment, it’s especially rewarding. All too often, however, deals start to unravel once the baton is passed to onboarding. This is when the gap between customer expectations and their actual experience begins to bubble to the surface. Unclear customer expectations are typically caused by sales and marketing tactics that inadvertently overpromise when looking to acquire new customers.

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3 Ways Contact Centers Can Manage the Transition to Home-Based Agents

Upstream Works

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic. The challenges faced by all businesses to maintain operations in this environment are unprecedented, but there are other challenges to consider as well.

After the Pandemic: How to Bring Back the Contact Center

Contact Center Pipeline

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these, the most pressing matters are keeping your workforce moving forward and your workplace culture healthy. As Chief Operating Officer of Televerde, I lead hundreds of contact center employees across 10 global […].

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

There’s an Upset Customer. Now What? – Tip #4

Steve DiGioia

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic? When things don’t go as planned, our customers become upset and we have failed in their eyes. Period!

InformaTech

InformaTech

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A Real View: Radiology’s Post-COVID Road to Recovery

Nuance

The sudden and disruptive hard pivot that radiologists made as the COVID-19 pandemic struck early in the spring was more than just a series of necessary adaptations. It also signaled the acceleration of digital transformation initiatives that were underway in radiology and other areas of healthcare before the pandemic. Now, radiology practices are highly motivated [.] The post A Real View: Radiology’s Post-COVID Road to Recovery appeared first on What’s next. This is a summary.

Supporting Your CX Teams With Collaborative Knowledge Management

Guru

When CX is all hands on deck. Picture this — the Support Manager for a food delivery company wakes up, phone flooded with Slack notifications. Overnight, her entire support team was eliminated: their offshore BPO had shut down due to COVID-19, and none of the agents were equipped to work from home.

Investigating diversity’s impact on problem solving

NameShouts

Have you ever been stuck on something? You’re trying to imagine a solution to a problem, and despite all of your expertise and experience, you simply cannot think of anything that would work. Perhaps you’re trying to solve a difficult equation. Maybe you’re trying to write an article, and you have no idea how to begin. Or you’re looking for your keys, and retracing your steps isn’t working for you. But as soon as you ask someone for help, the answer becomes obvious.

How to Write Your Vision in a Virtual Meeting

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon and affiliated sites. A new client is headquartered in Seattle, but they have employees all over the west coast and as far east as Denver. The client recently gathered a team in Seattle to write the company's customer experience vision statement.

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!

Nuance Adds Support for Google’s Business Messages to Virtual Assistant and Live Chat Offerings

Nuance

The Nuance Intelligent Engagement Platform now seamlessly integrates with Google’s Business Messages, which Google announced today, allowing organizations to extend their virtual assistant and live chat deployments to new digital channels. Google’s Business Messages let customers find and message organizations right from within specific Google products as a natural and convenient extension of their search, [.]

Hold times are unacceptable – now more than ever

Interactions

After a few weeks of shelter in place and realizing that my prospects of going back to the gym were next to nothing, I caved in and bought the famous indoor stationary bike. As if justifying the cost was not painful enough, the vendor informed me about the backorders and expected waiting period. Naturally, I picked up the phone and dialed their 800 number to schedule my delivery, only to be put on hold for over 25 minutes before speaking to an agent.

Why Remote Call Centers are Here to Stay

Ameyo

We have been living with the effects of a pandemic for a few months now. And what that has taught us or rather reaffirmed is that – life never stops. You just adapt to the changing circumstances. One of the best examples of adapting to this new reality is the contact centers. Before COVID-19 it … Why Remote Call Centers are Here to Stay Read More » The post Why Remote Call Centers are Here to Stay appeared first on Ameyo.

Our Latest Guide: How to Make Your Own Quick & Easy E-Learning

The Call Center School

As a follow-up to our first e-book, The Call Center School has a new guide: " How to Make Your Own Quick & Easy E-Learning." This beginner's guide gives you step-by-step instructions to create a basic e-learning video. If you need to create custom e-learning within the constraints of time, resources, or budget, then this guide is for you. You don't need special software or knowledge to follow the instructions. E-learning

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!

Airport Experience: Are You Letting Down Your Precious Travelers?

The Petrova Experience

A month and a half ago, as part of our ongoing conversation about airport experience, we introduced the concept of revenge travel. We pleaded with the public to trust us aviation professionals and airport experience designers and fly again… SOON. Now is the Time.

The Whole World is On Pause because of COVID-19 – Including Some Parts of the TCPA

LiveVox

The Whole World is On Pause because of COVID-19 – Including Some Parts of the TCPA. COVID-19 and the corresponding shelter in place orders have left many patients avoiding doctor visits. As a result, the hospital’s supporting patient service contact centers must be even more proficient at establishing timely communication channels. A large part of. The post The Whole World is On Pause because of COVID-19 – Including Some Parts of the TCPA appeared first on Livevox.

How SevenRooms Pivoted To Help Support The Hospitality Industry

Totango

Our CXO Series is a space for leaders across a variety of industries to discuss current challenges and share innovative solutions to drive customer success. Last week we had the exciting opportunity to hear from Ilana Brown, VP of Customer Success at SevenRooms. SevenRooms is a hospitality platform designed to help operators maximize profits, build customer loyalty, and create truly exceptional guest experiences.

Remote Work Solutions for Contact Centers

Fenero

COVID-19 has changed how organizations work significantly. Business operations need to continue regardless of uncertainty in our current climate. Remote working is quickly becoming the new normal with some companies going to a permanent “remote-first” model such as Twitter, Slack, Shopify, Facebook, Coinbase and Square. The traditional contact center in-office may not be a valid option for the foreseeable future. What’s the next best step, then?

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.

How a Traditional Cloud Contact Center is different from a Remote Call Center Software?

Ameyo

With the changing customer behavior, the contact centers have evolved over the years and the growing need for faster deployment, flexibility, and scalability are the important factors for businesses to choose a solution that fits their needs. The contact center software providers, in the post-COVID era, are not limited to providing solutions that help businesses … How a Traditional Cloud Contact Center is different from a Remote Call Center Software?

New podcast series unveils insights on global customer experience trends

TELUS International

How a Traditional Cloud Contact Center is different from a Remote Call Center Software?

Ameyo

With the changing customer behavior, the contact centers have evolved over the years and the growing need for faster deployment, flexibility, and scalability are the important factors for businesses to choose a solution that fits their needs. The contact center software providers, in the post-COVID era, are not limited to providing solutions that help businesses … How a Traditional Cloud Contact Center is different from a Remote Call Center Software?

Remote working for contact centers: Critical next steps, beyond the crisis

Eckoh

Remote working — an overnight transformation that's here to stay. As the coronavirus pandemic swept in many employees found themselves working remotely— and most of them for the first time.[1]. For many, it'll stay that way too, as some companies stick with the system. Barclays has 70,000 staff working from home and its boss Jes Staley says a big city office "may be a thing of the past", while Twitter has announced its employees can work from home "forever" if they wish. [2].

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!

Why Remote Call Centers are Here to Stay

Ameyo

We have been living with the effects of a pandemic for a few months now. And what that has taught us or rather reaffirmed is that – life never stops. You just adapt to the changing circumstances. One of the best examples of adapting to this new reality is the contact centers. Before COVID-19 it … Why Remote Call Centers are Here to Stay Read More » The post Why Remote Call Centers are Here to Stay appeared first on Ameyo.

Most Desired Features of a Case Management Software

Wowdesk Blog

All corporate structures involve administrative work, and you can’t get a thorough investigation without documenting the process. Well, it could be a little frustrating. You are put up with multiple spreadsheets, cutting, and pasting information between multiple systems and documents. And, then, finally, you get the record of your investigations. These activities are like temporary solutions that eat up your precious time. Also, but it leaves your company exposed to certain security risks.

How Facebook integration with Contact Center software enhance productivity

Hodusoft

Ease of communication is the demand of business. Contact center software helps companies in getting connected with their team and customers. Day by day, more and more businesses are implementing the Omnichannel contact center software in their companies. Therefore, several advancements are taking place in call center software. Customers are getting more inclined towards self-help tools, email, instant messaging, and web-based assistance.

Plan Well to Survive Hurricanes and COVID-19

Working Solutions

“Prepare, prepare, prepare.” That’s the battle cry for businesses trying to weather the dual threats of the coronavirus pandemic and an active and potentially severe hurricane season, says Kim Houlne, Working Solutions chief executive in a post on CustomerThink. For companies promising their customers business continuity, this means “backing up the data back-ups” should a […]. Operations

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Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

3 Ways to Help Your Customers Avoid Contact Center IVR Hell!

Waterfield Technologies

We’ve shared just how critical a well-tuned IVR system is. After all, your customers consider your inbound contact center to be as much a representative of your organization as your […]. The post 3 Ways to Help Your Customers Avoid Contact Center IVR Hell! appeared first on Waterfield Technologies. Blog Caller Elected Callback Customer Experience IVR

How to Improve Customer Experiences in a Meaningful and Transformative Way

inmoment

In our previous blog posts, we discussed what it means to listen effectively to customers in order to truly understand their feedback and its implications for a brand. What business leaders do with that feedback is crucial to driving significant, holistic customer experience improvement and a better financial outcome. Data Democratization.

Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times

Comm100

Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. We live in strange times, to say the least. The whole world is currently in a very precarious and delicate situation.

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