Contact Center Pipeline
DECEMBER 16, 2020
It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].
ShepHyken
DECEMBER 16, 2020
I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other recognizable brands.
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CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes. As companies moved to support remote workers, segmented shifts, etc. they too often found self service options inadequate in view of staffing challenges.
CX Global Media
DECEMBER 16, 2020
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p
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GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
DECEMBER 16, 2020
Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a
Eptica
DECEMBER 16, 2020
Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him.
Nuance
DECEMBER 16, 2020
“Last month, you might have noticed an abundance of publications and articles on the subject of fraud across all of our social media platforms. And there’s a reason for it – for those who didn’t know, it was the International Fraud Awareness Week. This global campaign, created by the Association of Certified Fraud Examiners, aims [.] The post A Sense of Security appeared first on What’s next.
Certified Languages International
DECEMBER 16, 2020
This is the fifth and final post in our series discussing the future of language access and COVID-19. Read part 1 , part 2 , part 3 , or part 4 now. In “normal” times, stress, anxiety, burnout, compassion fatigue, and vicarious trauma threaten the health and mental well-being of even the most seasoned medical interpreters. Add months and months of COVID-19 into the mix, and the toll it’s taking on interpreters who work in healthcare is, as the pandemic itself, unprecedented.
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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
Hero Digital
DECEMBER 16, 2020
Whether it’s designing the first habitats for colonizing Mars or solving more down-to-earth problems like pollution and poverty, the future abounds with unlimited potential for humanity. Current students studying the STEAM (science, technology, engineering, arts, and math) disciplines will be the ones to harness that potential. It’s vitally important that students from all backgrounds participate, including girls, students of color, and youth from low-income communities.
Quality Contact Solutions
DECEMBER 16, 2020
By Nathan Teahon, Strategic Account Manager. Recently I was asked what the key was to create a robust B2B Telemarketing Script. It’s a good question, and after having helped develop and implement thousands of successful scripts over the years, I don’t have that 30-second elevator pitch answer to that question. Instead, I have multiple questions.
TeamSupport
DECEMBER 16, 2020
“Music is always fleeting. Bands break up, artists retire, sometimes with dignity and sometimes in disgrace. The string of reunions this past year has only shown that temporality of music.” Some get back together for the fans. Some because they “miss playing with the guys.” 1 Whatever their reasons, we’ve all felt the excitement when our favorite band from the 80s or 90s [or whatever decade!
Upstream Works
DECEMBER 16, 2020
Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. It is with this information that contact centers can provide more informed and personalized service. Customer experience then becomes a core strategic focus for businesses.
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.
SharpenCX
DECEMBER 16, 2020
Managing a successful customer service team isn’t easy. And while playbooks exist to guide you to success ( like this one ), your team is unique. The approach that works for your closest competitor might flop when you test it with your agents. With dozens of personalities, different working styles and skillsets, managing a successful team takes tons of intention.
Totango
DECEMBER 16, 2020
Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions. Optimizing customer experience with personalization.
Nuance
DECEMBER 16, 2020
The current standard for 21st-century healthcare delivery is in flux, with unique challenges preventing care teams from ensuring high-quality, patient-centered care. Many of the challenges are fundamental, interconnected, and share a consistent factor: clinical documentation burden. Physicians today are looking for more than the status quo—they want intuitive, innovative solutions that redefine the healthcare experience [.
NICE inContact
DECEMBER 16, 2020
It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.
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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.
Hello Customer
DECEMBER 16, 2020
It's tough to manage a customer service department. Your team is always fire-fighting, it’s difficult to keep morale high and it might be easy to think that your efforts go unnoticed by management. When executives don’t see the value of great customer service you’re seen as a cost, not as an opportunity. However, 90% of Americans see customer service as a factor in deciding whether or not to do business with a company.
Enghouse Interactive
DECEMBER 16, 2020
As we come to the end of a dramatic and unprecedented year, everyone is looking forward to Christmas, even if current regulations mean it will be very different to normal. Thankfully, one thing that won’t change is the seasonal appearance of Father Christmas, delivering presents to millions around the world. The man in red has an unrivalled reputation for customer service, satisfying children for many decades by providing what they’ve asked for, on time, year after year.
CSM Magazine
DECEMBER 16, 2020
Providing top-notch service does not have to cost a lot, but it does take time and effort to create a memorable service experience for your customers. Here we have seven ways to ramp up the level of your service to ensure your customers remember you the next time around. Remember Them. Such a simple act that means so much, remembering a customer’s name can make the world of difference in your level of customer service.
inSided
DECEMBER 16, 2020
2020 has been a year filled with unique circumstances. While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe.
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!
LiveVox
DECEMBER 16, 2020
COVID-19 has altered the world in profound ways, shifting behaviors inside and outside the home personally and professionally. Between business closures, job losses, and changes in spending habits, the pandemic has wreaked havoc on the global economy. In 2020, many companies have been forced to reassess their business models to stay afloat. Customer priorities have […].
Spearline
DECEMBER 16, 2020
In the latest episode of the Spearline Podcast, Josh and Kees are joined by Colm Condon of OD&C Advisory Services. We discussed the role HR has played for businesses during the COVID pandemic, the challenges teams have faced during remote working, how important it is for managers and supervisors to have regular contact and communication with their staff, and more.
Quality Contact Solutions
DECEMBER 16, 2020
By Nathan Teahon, Strategic Account Manager. Recently I was asked what the key was to create a robust B2B Telemarketing Script. It’s a good question, and after having helped develop and implement thousands of successful scripts over the years, I don’t have that 30-second elevator pitch answer to that question. Instead, I have multiple questions.
JivoChat
DECEMBER 16, 2020
You no longer need to buy a new phone number to connect a virtual PBX. Now you can work in JivoChat with the number that your customers already know, and use all the features of a virtual PBX. Advantages of Jivo Business Phone. Connect your phone number to a virtual PBX from JivoChat and enjoy the benefits: Calls in the JivoChat app on your computer and smartphone.
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
CSM Magazine
DECEMBER 16, 2020
With COVID-19 causing huge upheavals to the way customer service teams operate throughout this year, and as 2021 fast approaches, many in the field have begun to wonder what the new year will bring and how teams will run and start to transition back into the office. Whilst a COVID-19 vaccine is now getting approval around the world, no one knows what 2021 may bring, or when things will start to return to normality.
Certified Languages International
DECEMBER 16, 2020
This is the fifth and final post in our series discussing the future of language access and COVID-19. Read part 1 , part 2 , part 3 , or part 4 now. In “normal” times, stress, anxiety, burnout, compassion fatigue, and vicarious trauma threaten the health and mental well-being of even the most seasoned medical interpreters. Add months and months of COVID-19 into the mix, and the toll it’s taking on interpreters who work in healthcare is, as the pandemic itself, unprecedented.
CSM Magazine
DECEMBER 16, 2020
2020 has been a challenging year for most industries, the lending sector being no exception to this; having to manage and adapt its operations to COVID-19, and the financial implications it has brought to many across the globe. . However, whilst having a significant impact on many people’s financial difficulties, the global pandemic is not the only challenge the industry has seen in this year. .
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