CSM Magazine

JUNE 29, 2020

Remember the days when people noticed good customer service, talked about it, and most importantly—rewarded you for it? Happy customers would return and spread the word. In today’s fast paced world however, people are so rushed moving to the next thing, or so distracted by their mobile devices, that good customer service is many times overlooked. Fortunately, there are several easy things you can do that will enhance your service and boost your business which your customers will actually notice

Finance 52

Finance Customer Service Feedback 52

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.

Surveys 121

Surveys Feedback Consulting Consulting 121

Injixo

JUNE 29, 2020

Workforce management (WFM) is about more than forecasting and scheduling agents. It’s about juggling the interests of three important stakeholders: your business, employees, and customers. Striking a balance among them is no easy feat. What happens when there’s an imbalance? Here are three problematic scenarios and what you, the WFM professional, can do to restore harmony.

Management 75

Management 75

Callminer

JUNE 29, 2020

Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.

Best practices 182

Best practices Customer Service 182

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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.

Call Design

JUNE 29, 2020

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams.

Management 202

Management Coaching Consulting Consulting 202

GetFeedback

JUNE 29, 2020

Scale your hyper-personalized customer support program with the help of AI and chatbots.

Customer Support 179

Customer Support Chatbots Personalization 179

NameShouts

JUNE 29, 2020

Prioritizing is key to building a company. With so much to do, and so few hands to assign to it, the pace of work at a startup can feel relentless. The work can be dizzying and disorienting, and can even lead some to feel as though they can never truly grasp how much is going on. It doesn’t help, when spinning plates, to throw things up in the air. As a company progresses from side hustle to concrete venture, it becomes vital to settle down with a process.

Engineering 110

Engineering Accountability Management Marketing 110

Calabrio

JUNE 29, 2020

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. . I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

Best practices 105

Best practices Employee engagement Consulting Consulting 105

Influitive

JUNE 29, 2020

As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow. According to data presented at the Forrester/SiriusDecisions Summit in May, companies who focus on advocacy in their customer marketing programs drive deeper relationships over time. In fact, 92% said it increases their credibility […].

Customer advocacy 98

Customer advocacy Marketing 98

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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

Sykes

JUNE 29, 2020

In 2019, an estimated 144.3 million smart speakers were shipped globally. In addition, consumers ordered millions of other home connected devices, such as TVs, computers, printers, gaming consoles, security systems and doorbell cameras. That’s a lot of smart devices. The list of home and auto connected devices is a long one. All these devices can be connected via Wi-Fi or Bluetooth and interact together, but these devices can do much more.

Customer Service 98

Customer Service Entertainment Customer Experience Management 98

Cisco - Contact Center

JUNE 29, 2020

Co-Author: Cindy Gallie. Staying connected and being there for your customers is now more important than ever. Customer service and support has always been a mission-critical component for successful business operations, even as your teams have been scattered and working remotely. Now that companies and organizations are returning to the office, you may be reflecting on the effectiveness of your business continuity plan.

Contact Center 97

Contact Center Call flow Enterprise Customer centricity 97

Talkdesk

JUNE 29, 2020

To begin part three of our CX Reframe series, let’s start with something we can all collectively agree on: February 2020 is gone, and it’s not coming back. Those of us eager for a return to our pre-COVID existence, are most likely in for a very rude awakening, even as conditions settle, and re-opening continues. This doesn’t mean that the days of getting on planes, sitting in restaurants, and visiting our elder relatives are over – quite the opposite.

Customer Experience 85

Customer Experience 85

inmoment

JUNE 29, 2020

One of the greatest threats that the ongoing Coronavirus pandemic poses to business owners is, well, the uncertainty of it all. We live in unprecedented times—COVID-19 has thrown a lot of the old world’s rules out and left brands wondering how to best serve customers as a viral disease rages the world over. Though COVID-19 has changed all the rules, businesses needn’t necessarily change how they approach customer service and customer experience (CX) in these challenging times.

Best practices 75

Best practices Customer Experience Customer Service 75

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

Topdown

JUNE 29, 2020

An increasing number of companies are becoming aware of the need to integrate customer communication management (CCM) with the customer experience (CX) strategies and toolsets. These businesses understand that improving the customer experience is more than just a task on one’s to do list; these organizations understand it is a strategy to be closely tied with their overall digital transformation.

Customer Experience 62

Customer Experience Management 62

Concentrix

JUNE 29, 2020

Find out what it takes to attract Millennial consumers and keep them engaged and loyal. The post Thoughtfulness in a Digital Age: A Guide to Attracting Millennial Consumers appeared first on Concentrix.

62

62

Table

JUNE 29, 2020

You keep hearing about Customer Experience, but what does CX actually mean and why should you care? Great questions! This article covers the topic with charts, stats, and quick recommendations to get started. The post What is Customer Experience and Why Do I Need It? appeared first on TABLE CX - Amazing Customer Experience Software.

Customer Experience 69

Customer Experience 69

FreshGrade

JUNE 29, 2020

You’ve got one of the most demanding jobs on the planet. During the summer, it’s tempting to start planning for next year right away, but research says that taking a break is important. Here are a few ideas: Connect with your loved ones. You expend so much energy on other people’s children. Your break is a good time to really engage with your family, your friends, your pets…or maybe it’s simply silence you crave.

Education 59

Education Technology 59

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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

TeamSupport

JUNE 29, 2020

B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. Managing B2B customer support relationships is very different than managing individual consumers (B2C).

B2B 59

B2B B2C Customer Support Metrics 59

VirtualPBX

JUNE 29, 2020

Your browser does not support the video tag. The typical high-definition audio stream consumes about 40 Kbps of bandwidth. Now consider that a jump to low-resolution VP8 and H.264 video streaming more than quadruples that amount of data per second. Even more impressive is that HD video explodes the streaming requirement to a whopping 1,500 Kbps – greater than 37 times the amount of audio alone.

voip 59

voip 59

CSM Magazine

JUNE 29, 2020

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.

Customer retention 59

Customer retention B2C B2B Customer Service 59

Nuance

JUNE 29, 2020

At the turn of the century, Intelligent Authentication emerged from the same primordial goo that spawned every initiative to “Kill the Password”. The value proposition was simple: “People should not have to remember a PIN or answer a series of questions in order to carry out business over the telephone.” Spoken words were a natural [.] The post Intelligent Authentication (IAuth): An Origin Story appeared first on What’s next.

Enterprise 55

Enterprise 55

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!

Feedback

Sykes

JUNE 29, 2020

In 2019, an estimated 144.3 million smart speakers were shipped globally. In addition, consumers ordered millions of other home connected devices, such as TVs, computers, printers, gaming consoles, security systems and doorbell cameras. That’s a lot of smart devices. The list of home and auto connected devices is a long one. All these devices can be connected via Wi-Fi or Bluetooth and interact together, but these devices can do much more.

Customer Service 52

Customer Service Entertainment Customer Experience Management 52

Ameyo

JUNE 29, 2020

The art of running an organization is no less than possession of a superpower in these times. The data to be stored, controlled, channelized, filtered, assembled, and disseminated is a task complicated enough in itself. With more and more at disposal of data analysts to be studied and filtered, chances of achieving high frequency could … Importance of Knowledge Management System in Call Center Platform Read More » The post Importance of Knowledge Management System in Call Center Platf

Call Center 52

Call Center Management call center software 52

VirtualPBX

JUNE 29, 2020

Your browser does not support the video tag. The typical high-definition audio stream consumes about 40 Kbps of bandwidth. Now consider that a jump to low-resolution VP8 video conferencing more than quadruples that amount of data per second. Even more impressive is that HD video explodes the streaming requirement to a whopping 1,500 Kbps – greater than 37 times the amount of audio alone.

voip 52

voip 52

C Space

JUNE 29, 2020

The Brand Move Roundup – June 29, 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.

Advertising 52

Advertising Real estate Construction Marketing 52

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

ScreenSteps Call Center

JUNE 29, 2020

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting.

Call Center 52

Call Center 52

Skybridge

JUNE 29, 2020

Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly. As I suggested then, the pandemic didn’t just disrupt business-as-usual for brick-and-mortar call centers.

Call Center 52

Call Center Customer Care Coaching Technology 52

Influitive

JUNE 29, 2020

As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow. According to data presented at the Forrester/SiriusDecisions Summit in May, companies who focus on advocacy in their customer marketing programs drive deeper relationships over time. In fact, 92% said it increases their credibility […].

Customer advocacy 52

Customer advocacy Marketing 52