Fri.May 29, 2020

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5 Small Business Strategies to Bring Customers Back

VirtualPBX

Eager to get back to business? According to Alignable, COVID-19 negatively affected 85% of small businesses. While consumer behavior isn’t likely to change overnight, there are steps small business owners can take to shift consumer spending back to your local community. Our goal is to help you recover quickly. The following guide contains five small business strategies you can use to bring customers back sooner.

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How to Stop Agent Attrition: 8 Crucial Tips You Need to Know

Injixo

Not another article about agent attrition. This is what you may be thinking right now when reading the headline of this very recent post on the injixo Blog. But the truth is, it’s an important topic. In fact, it is more relevant than ever before, especially in these times of uncertainty caused by a global pandemic. That is why we’ve compiled a short but detailed list of the only 8 crucial tips you need to know to successfully tackle agent attrition once for all.

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Customer Touchpoints 101: Identify and Leverage Your Touchpoints Efficiently

ProProfs Blog

What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer. . Turn the clock back a few decades ago, and these interactions were limited and easy to track. However, the current scenario is not that simple in terms of interactions. Marketing, PR, third party sites, online reviews, etc. have scaled operations to such an extent that as marketers, a lot of times, you’re not even sure what your touchpoints are.

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Guest Post: 4 Inputs of a Customer-Centric Culture Transformation

ShepHyken

This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about just giving the customer what she wants, saying “yes,” and bending over backwards for her.

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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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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

Surviving the first months of COVID-19 required a swift operational reboot that began with a major work-from-home (WFH) transition. The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

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9 Contact Center Best Practices for 2020 (and Actionable Tips)

Serenova

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. As call volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable.

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VIDEO: Difference Between Being a Leader and Being an Agent, with Jim Rembach

NobelBiz

This is First Contact: Stories of the Call Center. In episode 5, we talk with Jim Rembach, President of CX Global Media, and host of the Fast Leader podcast about how emotional intelligence can shape a business leader in the contact center world. The post VIDEO: Difference Between Being a Leader and Being an Agent, with Jim Rembach appeared first on NobelBiz®.

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Cabify launches versatile virtual assistant to create a new customer experience

Nuance

As one of Spain’s biggest startup success stories, Cabify is rapidly becoming the go-to ride-hailing service for people in cities across Spain and Latin America. Cabify offers taxis, executive cars, electric scooters, and even helicopters for hire through its mobile app. In the last few weeks, the company has also introduced delivery services to help [.

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451 Research calls Verint a “major force in pushing the boundaries of VoC”

ForeSee

451 Research, the independent technology research group, recently released a report on Verint’s Experience Cloud suite: “Verint is broadening the scope of its toolset to provide descriptive context around customer.

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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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COVID-19 Global Update May 29, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, New Zealand declares victory over COVID–19 while India and the U.S. experience regional setbacks. Read on for a roundup of key events that have happened around the world in the last 24 hours. Global update: The global recovery rate is reported to be 43.85%; the mortality rate is reported.

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How to Retain At-Risk Customers When Everyone is At-Risk

Totango

The continuing uncertainty caused by the COVID-19 challenge is likely creating anxiety among your customers, just as it may be within your own enterprise. Your customers need to hear the voice of a leader right now, with a clear, practical plan for the times ahead. The scale of the current health crisis may be unparalleled, but we have all dealt with the challenge of how to retain at-risk customers before, even if there may be more of them than usual at the moment.

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Next Virtual Event - SCTC's Regional Event for Canada, June 12

Jon Arnold

Virtual events come in all shapes and sizes, and here’s another example of an annual mini-conference that needs to be re-worked pandemic-style. In-person is what most people prefer, but Plan B has now become Plan A, and it’s better than having no event at all. I’m the only analyst actively involved with the SCTC , and I’ve become a regular for their events, especially the Canadian versions, where our numbers are pretty small.

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Future CX: The New Reality of Customer Experience

Table

Wondering how changes in Customer Experience will impact everything in the future? Our CEO, Cristian Petschen, makes his predictions of the new reality. The post Future CX: The New Reality of Customer Experience appeared first on TABLE CX - Amazing Customer Experience Software.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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CureMetrix integrates with Nuance AI Marketplace to deliver breast cancer screening solutions

Nuance

*Disclaimer: cmTriage™ is FDA-cleared for commercial use in the United States. cmAssist® is proprietary and investigational and is not yet available for commercial use. CureMetrix was founded to address a mission-critical need in the industry—to help radiologists better detect breast cancer with the objective, data-driven answers they need. The CureMetrix AI-based software supports the radiologist and [.

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The Best Customer Survey Tools for Small Business

Genroe

Every business, and I mean every business, needs to collect and use customer feedback. For a number of reasons small businesses mistakenly think they don’t need to run customer surveys. But when you do decide to get serious about really understanding what your customers think, which customer survey tool should you use? Let’s look at […]. The post The Best Customer Survey Tools for Small Business appeared first on Genroe.

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VIDEO: How to Pick Yourself Up: Rising from the Ashes of Despair, with Jim Rembach

NobelBiz

During our podcast talk, Jim Rembach mentioned that his career has been filled with moments where he had to rise from the ashes of despair? What does that mean? Learn how to pick yourself up and move forward even in the worse situations. The post VIDEO: How to Pick Yourself Up: Rising from the Ashes of Despair, with Jim Rembach appeared first on NobelBiz®.

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Cabify launches versatile virtual assistant to create a new customer experience

Nuance

As one of Spain’s biggest startup success stories, Cabify is rapidly becoming the go-to ride-hailing service for people in cities across Spain and Latin America. Cabify offers taxis, executive cars, electric scooters, and even helicopters for hire through its mobile app. In the last few weeks, the company has also introduced delivery services to help [.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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VIDEO: Employee Burnout: Why People Are Complaining in Contact Centers, with Jim Rembach

NobelBiz

This is First Contact: Stories of the Call Center. In episode 5, we talk with Jim Rembach, President of CX Global Media, and host of the Fast Leader podcast about how emotional intelligence can shape a business leader in the contact center world. The post VIDEO: Employee Burnout: Why People Are Complaining in Contact Centers, with Jim Rembach appeared first on NobelBiz®.

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Brand Move Roundup ? May 29, 2020

C Space

The Brand Move Roundup – May 29, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

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VIDEO: The Role of Emotional Intelligence in Management, with Jim Rembach

NobelBiz

As a certified emotional intelligence expert, Jim Rembach is uniquely qualified to talk about the importance of emotional intelligence in management and how it can make or break your contact center, or just any business in general! The post VIDEO: The Role of Emotional Intelligence in Management, with Jim Rembach appeared first on NobelBiz®.

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Knowing Your Customers

Brad Cleveland Blog

How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that describes a problem. But there’s so much more to it.

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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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VIDEO: What Happens Next: the Remote Contact Center, with Jim Rembach

NobelBiz

This is First Contact: Stories of the Call Center. In episode 5, we talk with Jim Rembach, President of CX Global Media, and host of the Fast Leader podcast about how emotional intelligence can shape a business leader in the contact center world. The post VIDEO: What Happens Next: the Remote Contact Center, with Jim Rembach appeared first on NobelBiz®.

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Knowing Your Customers

Brad Cleveland Blog

How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us, right?” I think they picture a frustrated customer across the counter or perhaps calling or posting a message that describes a problem. But there’s so much more to it.

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VIDEO: How to Fix a Toxic Workplace, with Jim Rembach

NobelBiz

Toxic workplace culture is a likely threat in many workplaces - no matter whether it's a call center or any other business. We talked with Jim Rembach, a longtime business leader and certified emotional intelligence specialist about how it can be fixed! The post VIDEO: How to Fix a Toxic Workplace, with Jim Rembach appeared first on NobelBiz®.

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Take Care of These 5 Things to Ensure SaaS Product Success

SmartKarrot

One of the primary concerns for SaaS companies is SaaS product success. Many SaaS companies are looking for ways to ensure their SaaS product success. Well, it is important for your product to be 100% technically sound. It needs to be stable and provide scalable solutions to your customers. It is essential to have a SaaS product, which is economical and scalable as this allows you to execute your SaaS model with precision and accuracy.

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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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The Emotionally Intelligent Leader: Jim Rembach

NobelBiz

This is First Contact: Stories of the Call Center. In episode 5, we talk with Jim Rembach, President of CX Global Media, and host of the Fast Leader podcast about how emotional intelligence can shape a business leader in the contact center world. The post The Emotionally Intelligent Leader: Jim Rembach appeared first on NobelBiz®.

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SaaS Tip: Create a great customer engagement strategy for the highest retention possible!

SmartKarrot

Source. Retaining the customer for a greater Customer Lifetime Value (CLV) is an evolving science in the modern SaaS industry. And a great customer engagement strategy is indispensable in achieving that goal. Customer loyalty is not an overnight result of your efforts. It stems from the long-term strategy in place that involves regular engagement with the clients in a meaningful manner.

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Studio Stories: How PowerDMS kept their customers informed and supported during a natural disaster

Talkdesk

At Talkdesk®, we’re serious about moving contact centers to the cloud, keeping the business running at any time and ensuring that no customer is left without an answer when they need help. This is especially important during times of crisis when anxieties are high and customers need to reach businesses with urgent questions. Casey Hostetter, services manager, and Steven Barbarich, IT manager, at PowerDMS , recognize the importance of business continuity and have first-hand experience putting a d