Thu.Oct 22, 2020

Small Things That Have a Dramatic Impact on Your Customer’s Experience

Beyond Philosophy

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” ” One of the reasons the brilliant quote rings true is because of the concept of Priming.

Leadership Insights: Rising Above COVID Challenges

Contact Center Pipeline

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry was expected to get their teams home while continuing to serve millions of customers.

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7 Huge Threats Retailers Need to Know for Holiday 2020


Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . But it’s not over yet.

Be True To Yourself and Your Business – Tip #21

Steve DiGioia

We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out.

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!

The one tool you need to write a customer service plan

Toister Performance Solutions

"I need help creating a customer service plan." That's an email I've received several times over the past few weeks. It's always some opportunity for improvement that triggers the request: Customer complaints are rising. It's time for annual business planning.

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More Trending

Escalation Management Framework Techniques to Put into Action Now


When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape.

A Few Free CX Events to Put On Your Calendar


It's hard to believe that November is right around the corner already!

The Importance of Release Communication at Atlassian Statuspage [Podcast]


The pace of change in software is dizzyingly fast. Development teams are perpetually adding, changing, and removing functionality from your products. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts.

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Leave On-Hold Behind: The Benefits of Queue Callback


When customers have questions, they don’t want to hear “We’re sorry, but all agents are currently assisting other customers.” playing through the IVR. Nobody enjoys being tethered to their phone just to connect with support. Instead, they want fast and easy conversations that resolve their issues.

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!

The Pivot to 100% Remote Training in the Contact Center


When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business.

A DAY IN THE LIFE OF A DIGITAL TRAINER//PLUS Get Confident Giving Customers Bad News!!!

Myra Golden

Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News. Customer Experience Design

Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers


Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too.

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Innovation at Concentrix Shines Through with 5 Golden Bridge Awards


Silicon Valley US Golden Bridge Awards recognizes Concentrix’ innovation in Technology and Wellbeing. The post Innovation at Concentrix Shines Through with 5 Golden Bridge Awards appeared first on Concentrix. 2020 Award News NewsClip

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.

Using Multiple Auto Attendants in VirtualPBX


Big news today! We have enabled the use of multiple Auto Attendants on all our Unlimited Minutes Plans. Our Multiple Auto Attendants feature gives you the ability to provide a custom greeting and call routing options for all your inbound calls.

3 Considerations Before Building Customer Success Software In-House


If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. But first, let’s address the elephant in the article by acknowledging that we’re a software company that is making a one-sided argument in favor of buying.

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Desktops, Dashboards and Human Centred Design

CSM Magazine

Getting the user experience right will protect your investment in tech and keep agents happy and productive. Caroline Handyside, Product Designer at Cirrus explains.

Customer Experience is More Important than Ever

The Petrova Experience

Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever to consumers. . Post-COVID Customer Experience.

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!

VIDEO: How Social Media Took Over the Call Center


This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers!

3 Reasons it Takes so Long For Call Center Reps to be Proficient

ScreenSteps Call Center

Is it taking longer than you’d like for your new call center reps to be proficient at handling calls, and you’re not really sure why? Documentation Call-Center

The CX Tipping Point with Ashish Bisaria, EVP & Global Head of CX @ Firstsource


In this episode of Thoughtline, learn how to sync CX operation and execution strategies along every touchpoint for experiences that delight everyone, every time. Full Transcript Boris Grinshpun: [00:01:14] Good morning and good afternoon, listeners and viewers. [00:01:18]


More Than Delight: Why Process & Data Matter in CS

Education Services Group

“Have those reports on my desk by five!”…Not Not something we hear much anymore in the world of ever-advancing technology and automated process.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Blending AI and Digital Tools with the Human Workforce to Deliver an Integrated Customer Experience

CSM Magazine

Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience.

What is Speech Recognition? (It’s Not What You Think!)


In this post : What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? Your (free) guide to contact center automation. What is speech recognition? What is speech recognition – simple topic, right? Basically, yes!

How Can Colocation Data Centres Improve Customer Experience Levels During COVID-19?

CSM Magazine

Data centres are far more than many perceive. What may first seem like just a vast stockroom of servers and wires serves the crucial role of keeping us all connected in a modern, fast-paced world.

Lessons Learned From The COVID Crisis So Far

Connect Managed

A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency plans to continue operations, as smoothly as possible, should any of those scenarios arise. Contact Centre Digital Transformation Cloud Network Services


Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

CX Strategy: What Now? – The Complexity Of Modern CX


I’m pleased to announce that I will be participating in a debate hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know that there are a lot of webinars and online debates these days, but I really think you should make time for this one


ConcentrixCX Employee Notifications


Inspire and accelerate your employees' commitment to CX. The post ConcentrixCX Employee Notifications appeared first on Concentrix. Fact Sheets Resources Fact Sheet


Free Webinar: Voice of the Customer with TGI Fridays & More

CSM Magazine

Registration is now open for the next Reuters Events Customer Service webinar: ‘Voice of the Customer: Creating a Seamless, Personalized Experience That Boosts Loyalty & Drives Revenue.’ ’ Hear from senior leaders at TGI Fridays, Sutter Health & VoteBash. Register for FREE to join live or receive the recordings!