Fri.May 29, 2020

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.

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.

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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.

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?

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!

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.

More Trending

Why NBFCs Resort to Video KYC for Customer Onboarding and Authentication?

Ameyo

Offline KYC took a toll on NBFCs, involving customer onboarding costs, documentation costs, and making it difficult for startups to broaden their customer base. The financial inclusion of rural India has been a dream for many of these NBFCs for a long time.

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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.

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.

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Top 4 Metrics Chief Customer Officers (CCOs) Must Know

ChurnZero

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. Taking metrics out of context, paying attention to irrelevant metrics, and relying on flawed metrics that don’t tell the full story, sends your business down a dangerous path.

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 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.

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.

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The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

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.

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.

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.

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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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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!

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). Keep checking back here for the latest updates on how brands are dealing with coronavirus.

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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Knowing Your Customers

Brad Cleveland

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.

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 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.