Callminer
APRIL 24, 2020
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order to remain competitive in the industry.
Contact Center Pipeline
APRIL 24, 2020
As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future. If you’re a business leader, lots of people are looking to you for guidance—and you have a responsibility to help those around you cope […].
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Totango
APRIL 24, 2020
In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a poor relationship in the months prior. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.
ShepHyken
APRIL 24, 2020
This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times.
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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.
ProProfs Blog
APRIL 24, 2020
We’ve seen popular brands create some of the most memorable and successful customer service stories. And we’ve all tried to follow their footsteps. But rather than following them, why not see what really worked for them? Believe it or not, but customer service psychology is one of the driving factors for their success. Well, just in case you are thinking about how we actually work upon our customer service psychology, then it is important to monitor whether you’ve managed to achieve your goal of
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
APRIL 24, 2020
Find out why researchers turned to surveys to help predict the course of the pandemic. The post The Unlikely Hero Behind Predicting Covid-19 appeared first on Concentrix.
Hello Customer
APRIL 24, 2020
How can empathy make a difference as we are all adapting to a changing world? Last week we hosted a strategic session with some of our customers, together with Steven Van Belleghem. During this session, they had the chance to put some of the biggest challenges they’re facing on the virtual meeting room table. In this blog post, we gladly share some of the insights with you.
Serenova
APRIL 24, 2020
Simple and secure has never been more important to a positive customer experience than right now. When it comes to your contact center’s payment collection system, customers want to feel confident that the payments they make through your contact center are secure, even when your agents are working from home and the security risk can be exponential. To keep payment transactions secure while still providing helpful service means your agents should be available to assist throughout the payment tran
VirtualPBX
APRIL 24, 2020
In lieu of recent events, many businesses are finding solutions for remote workers to maintain lines of communication that offer reliability, flexibility, and cost-savings. Whether your goal is to forward calls to a home office, manage a remote call center, or improve call handling at your essential business, VoIP will keep you connected and productive.
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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
Influitive
APRIL 24, 2020
The post Creating an engaging, personalized experience with your virtual event appeared first on Influitive.
Tethr
APRIL 24, 2020
Regardless of what local officials say, COVID-19 isn’t going away May 1. Unemployment, lower consumer demand and stress will carry on for months, possibly years. There is still time for businesses to proactively communicate with their customers, though, even if they were off to a slow start. Approach before being approached. Brands that take-charge to engage with and comfort customers will maintain positive reputations and relationships in the long haul.
Nextiva
APRIL 24, 2020
A vast majority of consumers are frustrated with bad customer service. Our recent research into business communication trends revealed that a third of companies had lost customers in the past year due to a communication issue. This statistic means that you have a massive opportunity to improve your customer experience by speaking to them clearly and […].
Concentrix
APRIL 24, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, some countries are continuing to announce extensions to national lockdown measures, while others have started announcing measures for the gradual reopening of economies. The following is a roundup of key events that have taken place around the world in the last 24 hours.
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.
Monet Software
APRIL 24, 2020
How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. Contact centers will hopefully see the cost savings of shrinking their in-house call center facility.
Totango
APRIL 24, 2020
This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. We were fortunate to have David McKenney, SVP Digital Advancement at Bentley Systems, and Marco Innocenti, Head of Customer Success Operations at Zoom, join Guy Nirpaz, Founder and CEO of Totango to share how they’ve adapted their customer success capabilities to face these challenging times and better serve customers.
inSided
APRIL 24, 2020
Episode 2 of The inSide Scoop is here! In today's episode we talk to Megan Huddleston , Community Manager at ShootProof, about the launch of their community. ShootProof wanted to get their community started as quickly as possible to ensure their photographers had a secure place to come together, especially during these difficult times. So, grab a cup of coffee and give it a listen.
NobelBiz
APRIL 24, 2020
This is First Contact: Stories of the Call Center. In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis. The post VIDEO: How Can a Consultant Help Your Business During Crisis, with Christa Heibel appeared first on NobelBiz®.
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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.
Talkdesk
APRIL 24, 2020
A Fortune 100 healthcare leader is the latest addition to a number of enterprises moving to Talkdesk® Enterprise Cloud Contact Center. The renowned healthcare company is ensuring business continuity in this time of crisis by supporting its employees in the transition to a remote way of working. Talkdesk’s new customer previously relied on a combination of aging on-premises systems for its contact center operations.
NobelBiz
APRIL 24, 2020
This is First Contact: Stories of the Call Center. In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis. The post What Makes a True Leader: Christa Heibel appeared first on NobelBiz®.
LiveVox
APRIL 24, 2020
WFH Guidance for ARM: Best Practices from The CMI Group Our Senior Director of Product Marketing Jim Lynch hosted leaders from The CMI Group, a prominent BPO in the Accounts Recovery Management space, to discuss how they’re managing these uncertain times. The discussion centered around steps they took to transition agents to work from home. The post WFH Guidance for ARM: Best Practices from The CMI Group appeared first on Livevox.
Hero Digital
APRIL 24, 2020
If you’ve been feeling the urge to find new series to stave off cabin fever under quarantine, you’re not alone. During its first 10 days on Netflix, Tiger King averaged 19 million US viewers per minute, according to Variety. Overall, connected television (CTV) viewership rates have skyrocketed (Sling and Hulu viewership rates doubling week over week) across the United States since shelter-in-place orders have been issued across the country.
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!
Influitive
APRIL 24, 2020
The post Creating an engaging, personalized experience with your virtual event appeared first on Influitive.
ForeSee
APRIL 24, 2020
With people confined to their homes, and most stores and branches closed, customers are relying on digital channels at historic levels. And when digital fails, they head to contact centers.
Skybridge
APRIL 24, 2020
As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share. Most of the calls and emails I’m on with new customers these days start out with one core need: how fast can we get our call center teams moved off-site and set up to work from home?
Merchants
APRIL 24, 2020
The popularity of loyalty programmes among global consumers has grown steadily over the last decade, with 2020 statistics showing that 72% of economically active South Africans are making use of loyalty programmes. The post Loyalty programmes – is your business ready? appeared first on Business Process Outsourcing Services | Merchants.
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
Hodusoft
APRIL 24, 2020
In order to give yourself the best possible framework to cultivate a loyal customer base as well as attract a cadre of new customers, you need to figure out how to meet those people along their customer journey and successfully address any concerns or worries. You have to make any interaction that those people have with you memorable and positive, and ease any concerns.
Merchants
APRIL 24, 2020
While it might be impossible to predict a crisis like COVID-19, making use of workforce management (WFM) tools in the contact centre allows businesses to actively plan for one, by ensuring continued efficiency and prioritising business continuity in uncertain times. The post You can’t predict a crisis, but you can plan for one appeared first on Business Process Outsourcing Services | Merchants.
City Communications
APRIL 24, 2020
We have heard from businesses across the country complaining that their internet connections at home and the office are horrible during the quarantine. It is affecting their ability to communicate with customers and be productive while working from home. Salespeople and technicians from competing providers are quick to tell you that if you switch to their service, everything will be better.
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