Thu.Oct 08, 2020

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5 Rules for Driving Down Costs in a Customer-Focused Way

Beyond Philosophy

You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. Today, we offer you the five rules of reducing costs to help you make it through what we will likely call the COVID-19 Recession. We discussed these five rules on a recent podcast.

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Meet Dick Bucci: Our October 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts. Area of Expertise: Primary expertise focuses on laws and regulations as they pertain […].

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How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well. Some service styles are formal and professional, some are relaxed and carefree, and some are “by-the-book” without showing much emotion and simply going through the steps of service.

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#OnHoldWith the Worst Offenders of the COVID-19 Pandemic

Fonolo

Can we all agree that being stuck on hold with a company is one of the most frustrating experiences? . Despite this shared sentiment, hold time is still a standard practice in customer service. So, businesses worldwide experienced a rude awakening last March when the COVID-19 pandemic struck, causing overwhelming call volumes and incredibly long queues for panicking customers.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Banking: 5 keys to supercharging your digital strategy

Talkdesk

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.

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2021 Customer Experience Trends and Tactics

The Petrova Experience

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020. From contactless service and telehealth , to US Government buy-in , to new demands for customer experience strategy , 2021 promises opportunities and a new set of challenges. 1.

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How ChartMogul Navigated their Evolution from Customer Support to Success and Beyond

Nicereply

The needs of companies change as they grow, expand into new markets, and sell to larger customers. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. The needs of companies change as they grow, expand into new markets, and sell to larger customers. What works at one stage doesn’t necessarily work at the next.

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How Legal Firms Are Responding to COVID-19

VirtualPBX

We recently completed a case study with a legal firm that has been a customer of ours since 2014. The Law Office of Stacy Jacob study shows how that particular firm is responding to the COVID-19 pandemic and mirrors what’s happening in the law industry as a whole. Our research finds that law offices are taking measures like adopting alternative methods of working with clients, reducing workload and staffing, and looking at past economic downturns to help tackle the current state of the world.

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Will the CFO “Buy” Your SMB Contact Center Budget?

Monet Software

Top tips for using call center analytics and reporting to make the case for your spending forecast. It’s almost that time again. For many SMBs, the annual budget is coming due. The contact center budgeting process is never easy. (That’s why we created The Ultimate Guide to Budgeting for Your Call Center !) But countless managers actually find that defending their budget is the more daunting challenge.

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The Open CCaaS Advantage Report

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.

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Infographic : The Essential Guide to Quarterly Business Reviews

CSM Practice

In the world of customer success, Quarterly Business Review (QBR) aims to understand the desired outcomes and potential of the business. QBR is a great way for customer success teams to review, strategize expansion plans, and prepare for any challenges that the organization may face. . The Quarterly Business Review is one of the most important activities a Customer Success Manager must perform to offer value for their clients.

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How to use the Customer Effort Score (CES) metric

GetFeedback

Simplifying CX YouTube series video on how to use the CES metric.

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Going online with your go-live

Nuance

Whether dealing with work, school, or social lives, most professionals have now found some way to adapt to COVID-19. How comfortable the adaptation feels may vary. The pandemic forced many healthcare organizations to change how they planned to administer healthcare. As the virus remains present on our minds and with an eye toward the risk [.] The post Going online with your go-live appeared first on What’s next.

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How to Improve Customer Retention—Even During a Pandemic

Totango

Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. So, what happens when external forces threaten that flow? The answer is you must be flexible, proactive, and prepared to learn within a changing environment.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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With CXone Technology, ECSI ‘Acts Like the Big Guys’

NICE inContact

The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time. It’s a story of building relationships and providing services in meaningful ways to constituents who need them.

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Move to WeChat Boosts Retailer’s Productivity & NPS

Concentrix

Learn how a leading global sports retailer is using China’s most popular app, WeChat, to streamline its customer experience. The post Move to WeChat Boosts Retailer’s Productivity & NPS appeared first on Concentrix.

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Knewsletter: Nikola, Airbnb Leadership, and Combatting Writer's Block

Guru

How are you cruising this week?! Nothing says ~ a whole vibe ~ like cruising on a skateboard, drinking cranberry juice, and bumping some Fleetwood Mac.

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Part 3: Helping Companies Build Stronger Customer Relationships

TeamSupport

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Why 24/7 Customer Support is Important

Vcaretec

Picture this; you have worked a long hard day, but you have a vacation on the horizon at last. When you get home from work, you take care of your children, clean the house, and handle dinner. Once the little ones are in bed you finally have a moment to finalize trip plans and sit down in front of a computer to handle it, even though you are exhausted.

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The Changing Digital Consumer

24-7 InTouch

Being a consumer has never been easier – simply pull out your cell phone, open an app, and with a few clicks and taps, you’ve placed an order! Online purchasing was a popular form of shopping even before the COVID-19 pandemic hit. But in 2020, the world of online shopping has exploded in the North American market and across the globe, seeing exponential growth in year-over-year comparisons from 2019. .

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Verint is Proud to Sponsor the 2020 Samuel J. Heyman Service to America Medals

ForeSee

Partnership for Public Service event highlights excellence in our federal workforce Since 2002, the Partnership for Public Service has honored noteworthy federal government achievements with the Samuel J. Heyman Service.

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Introducing ‘Love2shop Contactless’ the B2B Gift Card That Rewards Staff and Customers Digitally

CSM Magazine

Appreciate, Home of Love2shop, has launched a new digital gift card that enables businesses to reward and incentivise employees and customers instantaneously. . Based on Mastercard, the Love2shop Contactless digital gift card can be used online or in-store through a mobile wallet with over 80 retailers and leisure providers in the UK. Love2shop Contactless digital gift offers a quick and easy way to send digital gift cards instantly by email, text, Facebook Messenger or WhatsApp to an unlimited

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Keeping the Human Touch in Customer Service is More Important Than Ever

Creative Virtual

By Björn Gülsdorff, Head of Business Development. At the CCW in Berlin in March, I gave a speech about the human touch in AI. It was about putting your customer in the center of the project, keeping the human expert involved because they know most, AND – not accidentally last in this list – give the responses a personal touch, allow small talk, feedback, etc. as and when it helps to improve the customer experience.

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Secure Text Messaging Can Replace Antiquated Pager Systems

Ansafone

Pager technology gained popularity in the US in the 1980s as an effective way of communicating with someone who was away from their home or office. However, as mobile phones became increasingly popular, the pager market saw a dramatic decrease until pagers were only a fraction of the mobile communications market by the end of … Secure Text Messaging Can Replace Antiquated Pager Systems Read More ».

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Knewsletter: Nikola, Airbnb Leadership, and Combatting Writer's Block

Guru

How are you cruising this week?! Nothing says ~ a whole vibe ~ like cruising on a skateboard, drinking cranberry juice, and bumping some Fleetwood Mac.

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Brand Move Roundup – October 8, 2020

C Space

The Brand Move Roundup – October 8, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Edify Labs Receives 2020 Customer Experience Innovation Award from CUSTOMER Magazine

Edify

Edify Huddle honored for improving customer service technology.

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Customer Growth Guide: How to Keep and Grow Your Customers

SmartKarrot

Source: Pixabay. Customer growth is one of the key goals for SaaS companies. It is not only important to grow your customer but also to retain them for the long-term. After all, a growing customer base ensures the sustainability of a business while keeping it on a growth trajectory. With the advent of the internet, companies have no limit to which they can grow their customers.

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4 Ways To Avoid a Disjointed Customer Journey

Interactions

Think back to a bad customer experience that you’ve had. We all have a story (or multiple). Some involve a rude agent who couldn’t locate the correct information. Others are a wild goose chase about trying to get a refund. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey.