Beyond Philosophy

JUNE 25, 2020

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.

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Satrix Solutions

JUNE 25, 2020

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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Morale Surveys Sales Customer retention 78

Upstream Works

JUNE 25, 2020

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.

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Steve DiGioia

JUNE 25, 2020

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.

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Personalization 290

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Contact Center Pipeline

JUNE 25, 2020

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 […].

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Contact Center Call Center Management 221

Guru

JUNE 25, 2020

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. Meanwhile, support requests came rushing in, as shelter in place orders took hold, food delivery demand shot up at an unprecedented scale, restaurants scrambled to shift their operations to keep up, a

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Management Finance Engineering Customer Support 118

Nicereply

JUNE 25, 2020

A successful program needs to address the perception of undue oversight on your team and to follow a meaningful marking rubric. Ticket quality assurance (QA) conjures up a variety of anxieties: From executives worried about program costs and managers struggling to gain visibility, to the agents watching for the big bad wolf lurking over their shoulder.

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Coaching Accountability Management Customer Support 105

NameShouts

JUNE 25, 2020

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.

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Ameyo

JUNE 25, 2020

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.

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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

Surveys

Spearline

JUNE 25, 2020

Call Center Quality Assurance (QA) is an important part of any call center as it allows a business to identify and solve customer issues. QA is important in the quest of acquiring new customers but also helpful with reducing churn. If the customer has a bad experience it is easy for them to move to another company, there is no lack of options for the consumer.

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Ameyo

JUNE 25, 2020

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?

call center software 96

call center software Cloud contact Contact Center Call Center 96

Nuance

JUNE 25, 2020

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 [.

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Healthcare 88

Toister Performance Solutions

JUNE 25, 2020

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.

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Advertising Surveys Personalization Customer Experience 83

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.

Customer Experience

C3Centricity

JUNE 25, 2020

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start.

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Customer centricity Metrics Marketing Advertising 71

Interactions

JUNE 25, 2020

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.

Virtual Agent 71

Virtual Agent Journey mapping Self service Contact Center 71

Nuance

JUNE 25, 2020

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, [.

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Enterprise 69

Totango

JUNE 25, 2020

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.

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Enterprise Technology 62

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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.

Self service

Concentrix

JUNE 25, 2020

Learn how to turn disjointed interactions into contextual conversations. The post XP Orchestration Fact Sheet appeared first on Concentrix.

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LiveVox

JUNE 25, 2020

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.

Contact Center 52

Contact Center 52

Ameyo

JUNE 25, 2020

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?

call center software 52

call center software Cloud contact Contact Center Call Center 52

Eckoh

JUNE 25, 2020

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].

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Contact Center Technology Personalization Surveys 52

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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Ameyo

JUNE 25, 2020

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.

Call Center 52

Call Center Contact Center virtual call center 52

Wowdesk Blog

JUNE 25, 2020

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.

Management 52

Management Engineering Self service Analytics 52

Hodusoft

JUNE 25, 2020

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.

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Working Solutions

JUNE 25, 2020

“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 […].

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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

Journey mapping

Waterfield Technologies

JUNE 25, 2020

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.

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Interactive Voice Response Contact Center Technology Customer Experience 52

C Space

JUNE 25, 2020

The Brand Move Roundup – June 25, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months 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.

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Airlines Transportation Engineering Government 52

Comm100

JUNE 25, 2020

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.

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