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.

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.

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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.

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.

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!

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.

More Trending

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


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.

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.

Supporting Your CX Teams With Collaborative Knowledge Management


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.

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

How SevenRooms Pivoted To Help Support The Hospitality Industry


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.

Investigating diversity’s impact on problem solving


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.

Why Remote Call Centers are Here to Stay


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.

New podcast series unveils insights on global customer experience trends

TELUS International

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

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


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.

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


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.

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


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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How Facebook integration with Contact Center software enhance productivity


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.

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.


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!

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


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.

B2B 52

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Learn about better options for mobile phone and data plan business customers with over 25 devices.

City Communications

With recent mergers and acquisitions, and recent nationwide outages, some of our customers have asked about alternatives in the marketplace. Thankfully, we do have some options that we can help you evaluate.

How to Turn NLU Into Your Best Agent Productivity Tool


Post summary: Conversational IVR will be the biggest use for Natural Language Understanding. But the tech also has valuable uses for agent productivity. New automation is decreasing call volume – but agents will handle more complex calls as a result. .

How Are Call Centers Adapting to the Remote Work Environment Due to COVID-19?


The COVID-19 pandemic has affected the entire globe and has shaken up nearly every industry. Restaurants have been forced to go take-out only, medical providers now wear more protective equipment than ever, and office & professional workers transitioned to working-from-home.

Calabrio Study Finds Pandemic is Accelerating the Evolving World of Work for Contact Centres

CSM Magazine

Results show most contact centres are embracing work changes and expect them to benefit the industry long term. Calabrio , the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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


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.

Six Reasons Why You Should Survey Your Customers

Wowdesk Blog

Nurturing your customers is a science and art where bonding takes time. If you lack this balance of creativity with factual details, you may lose on prospects and sales. . Moreover, if your business has witnessed a loss in sales consistently, it’s time to introspect.

Remote Work Solutions for Contact Centers


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?