7 Strategies for Embracing the Work From Home (WFH) Call Center
Serenova
OCTOBER 7, 2020
Wed.Oct 07, 2020
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Customer Disservice
ShepHyken
OCTOBER 7, 2020
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.
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More Customer Service Week 2020
Contact Center Pipeline
OCTOBER 7, 2020
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams. Be sure to read the first post in this series for more great insights from industry leaders, or access our […].
25 Examples of Contact Center Interactions & Judgments That AI Will Never Be Able to Make
Callminer
OCTOBER 7, 2020
This article outlines 25 key contact center interactions and judgments AI cannot handle as well as humans can.
Reimagine Your Communications With A Unified Platform
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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.
It’s Not About You
Taylor Reach Group
OCTOBER 7, 2020
By Peg Ayers. I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force. The HR guy went on at length about how bad he felt about this, and how much he regretted having to do it, to the point where the manager being terminated finally said, “Could you just fire me and be done?”.
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Aspect Channel Partner Awards
Aspect
OCTOBER 7, 2020
It’s no secret that the success of business can be boiled down to its relationships. Working well with others is essential to creating and sustaining successful partnerships. Aspect understands how valuable our channel partners are to our business and we appreciate the contributions from each and every partner. . As a part of our recent ACE 2020 event, we recognized the partners who have gone above and beyond with the following channel partner awards : .
Webinar Announcement - Re-imagining High Volume Recruiting for Contact Centers
The Call Center School
OCTOBER 7, 2020
The next webinar in our series on 'Agent Staffing in 2020' will focus on a crucial topic that every business is concerned about. Together with industry expert Irene Chung , Co-founder and CEO at StellarEmploy, we will dive into the tools and methods available to achieve great outcomes for open frontline roles. Make sure to save your seat and join us at 11:00 AM Chicago Time on October 15, 2020.
5 Common WFM Forecasting and Scheduling Pitfalls
Noble Systems
OCTOBER 7, 2020
WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how these outcomes are accomplished. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. A more accurate forecast, and therefore schedule, minimizes errors and intraday changes.
Preparing Your Team for an Uncertain Future
ChurnZero
OCTOBER 7, 2020
This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League. . 2020 has been, to be polite, an interesting year. Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. Yet, as CS leaders we still need to plan for the coming year. I’ve shared our checklist for 2021 planning , but there are some other tactics you can use to plan for various scenarios that may come into play next year.
The Verint Experience Index: Retail
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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
Successful Digital Transformation Requires Balancing CX and ROI Objectives
3CLogic
OCTOBER 7, 2020
Today, 70% of enterprises either have a digital transformation strategy in place or are actively working on one. Nearly half say improving customer experience and customer satisfaction were the leading influences driving the focus and effort. In fact, 72% of enterprises expect digital transformation to create closer relationships with customers. However a new report revealed that digital transformation projects are stalling due to a “hesitancy gap”, as enterprises struggle to navigate the risks
Customers Have Been Complaining Since 1750 B.C.
Edify
OCTOBER 7, 2020
Happy National Customer Service Week! CS Week was proclaimed an official event by Congress in 1992, and is now celebrated every year during the first full week of October. The purpose of CS Week is to celebrate customer service professionals and increase awareness of how vital their services are to running a business.
I’m Gen-X and I Don’t Want to Talk to You Either: Customer Service Secrets You Need to Know
NICE inContact
OCTOBER 7, 2020
Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen! Learn about all the considerations and how to keep not just your contact center, but your customer service experience, ahead of the game.
What is a Virtual Agent and How Can it Benefit your Business?
LiveVox
OCTOBER 7, 2020
You have less of a commute these days, but you’re still feeling pressed for time. The last thing you want to do is wait on the phone for the answers you need. Recognize this feeling? This is what most customers are feeling these days. According to a recent study by MIT, 80% of initial customer […]. The post What is a Virtual Agent and How Can it Benefit your Business?
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.
7 Strategies for Embracing the Work From Home (WFH) Call Center
Serenova
OCTOBER 7, 2020
Coronavirus has officially kicked the work from home (WFH) trend into a permanent reality — and the call center is no exception. At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. Now as many as 80 percent of call center agents are currently working from home.
October is Blindness Awareness Month: TCN Call Center Software Helps ‘Beyond Vision’ Increase Employment of Visually Impaired Workers by Over 400%
TCN
OCTOBER 7, 2020
St. George, Utah – Oct. 7, 2020, TCN, Inc., a leading provider of cloud-based call. The post October is Blindness Awareness Month: TCN Call Center Software Helps ‘Beyond Vision’ Increase Employment of Visually Impaired Workers by Over 400% appeared first on TCN.
Bob Kobek Vlog 3 – Contact Centers
Customercount
OCTOBER 7, 2020
In his latest vlog, Bob Kobek explains the importance of metrics such as the NPS and CES in contact centers to improve accountability. The post Bob Kobek Vlog 3 – Contact Centers appeared first on CustomerCount.
Google’s Business Messages: A New Way to Convert Your Prospects Faster from Google Search and Maps
Ameyo
OCTOBER 7, 2020
The COVID-19 consumer is forced to stay indoors to avoid getting impacted by the pandemic. In such a scenario, digital/online mediums are the go-to advertising channels for all businesses to connect and engage with this consumer. As per SmartInsights, Search is still the most important channel driving 68% website traffic, of which organic search contributes to … Google’s Business Messages: A New Way to Convert Your Prospects Faster from Google Search and Maps Read More » The post Goog
The Open CCaaS Advantage Report
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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.
Debate Invitation – CX Strategy: What Now?
5CA
OCTOBER 7, 2020
I’m pleased to announce that I will be moderating a webinar hosted by 5CA on October 27th. The title is CX Strategy: What Now? I know you might be thinking “another day, another webinar invitation,” but as I’m chairing the debate I want to try making this one a little different. We can’t meet at conferences right now so the very least anyone planning a new webinar can do is to ensure it’s interesting and this one should hit the ball out of the park.
Google’s Business Messages: A New Way to Convert Your Prospects Faster from Google Search and Maps
Ameyo
OCTOBER 7, 2020
The COVID-19 consumer is forced to stay indoors to avoid getting impacted by the pandemic. In such a scenario, digital/online mediums are the go-to advertising channels for all businesses to connect and engage with this consumer. As per SmartInsights, Search is still the most important channel driving 68% website traffic, of which organic search contributes to … Google’s Business Messages: A New Way to Convert Your Prospects Faster from Google Search and Maps Read More » The post Goog
How to identify high latency which is affecting your Customers Experience
Spearline
OCTOBER 7, 2020
Time is of the essence, and your customers always want a quick call with no interruptions. A seamless and straightforward human interaction with your agents, quickly resolving their problems and carrying on with their day. So what happens when your customers experience extreme delays increasing the conversational challenge? Latency is a constant inconvenience that can interrupt significant conversations between callers, causing irritation.
Google’s Business Messages: A New Way to Convert Your Prospects Faster from Google Search and Maps
Ameyo
OCTOBER 7, 2020
The COVID-19 consumer is forced to stay indoors to avoid getting impacted by the pandemic. In such a scenario, digital/online mediums are the go-to advertising channels for all businesses to connect and engage with this consumer. As per SmartInsights, Search is still the most important channel driving 68% website traffic, of which organic search contributes … Google’s Business Messages: A New Way to Convert Your Prospects Faster from Google Search and Maps Read More » The post Google’
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!
Customer Service Week Musings: How does a machine know if it’s wrong?
Creative Virtual
OCTOBER 7, 2020
By Laura Ludmany, Knowledgebase Engineer. There are many comparisons dealing with the main differences between humans and machines. One of the recurring points is while humans have consciousness and morals, machines can only know what they are programmed to, hence they are not able to distinguish right from wrong unless they are provided data to make decisions based on that information.
Contact center customers’ engagement transformation after COVID-19
Hodusoft
OCTOBER 7, 2020
The new normal after COVID-19 brought innovative ways to boost business communication. Somehow the pandemic has brought lasting change for the customer engagement through the contact center software. The businesses were promoted on the ongoing customer service through remote working and video conferencing. Moreover, many contact centers have not compromised in the business operation amid the pandemic.
Demystifying Customer Journey Mapping: Highlights From CX Leader Roundtable
GetFeedback
OCTOBER 7, 2020
Why COVID-19 could be your best opportunity for digital transformation
Table
OCTOBER 7, 2020
What more could we say about COVID-19? For all of us, it's an ongoing challenge. For businesses, it presents an urgent need to invest in digital transformation and improve the Customer Experience (CX). The post Why COVID-19 could be your best opportunity for digital transformation appeared first on TABLE CX - Amazing Customer Experience Software.
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
Learning from Anywhere: Cloud-Based Learning Management Systems(LMS)
Knowmax
OCTOBER 7, 2020
Learning from Anywhere: Cloud-Based Learning Management Systems(LMS).
Customer Satisfaction vs Customer Loyalty: What Is the Difference
SmartKarrot
OCTOBER 7, 2020
With the evolution of online sales and services offered by modern companies, knowing about customer experience has become increasingly difficult. The experience you give to your customer shapes their perception towards your brand. A satisfied customer may not be a loyal one. Hence, you need to understand the key elements of customer satisfaction vs customer loyalty to make it work in your favour.
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