ShepHyken

SEPTEMBER 8, 2020

Getting Inside Your Customer’s Imagination. Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author. They discuss the 5 Secrets from his new book, Inside Your Customer’s Imagination , that can help organizations better understand their customers. Top Takeaways: Good customer service and experience principles can be applied in any relationship—professional or personal.

Customer Service 308

Customer Service Personalization Customer Experience 308

CCNG

SEPTEMBER 8, 2020

Written By Trey Fischer Trey Fischer of Kat Lan Tat Services spoke to members on how to help training teams go from surviving training with the remote agents to thriving when training remote agents. The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. Many of the differences between on-site training and virtual training are identified as well as solutions to help your contact center overcome them.

CCNG 195

CCNG Contact Center Consulting Consulting 195

Contact Center Pipeline

SEPTEMBER 8, 2020

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a team’s ability to service the customer. This can, in turn, have consequences for the brand(s) that contact center supports: 32% of consumers say they will walk away from a brand they […].

Customer Support 214

Customer Support Contact Center Call Center Technology 214

Nicereply

SEPTEMBER 8, 2020

While you definitely deserve a reward after completing a task, sometimes the reward can come before. While trying to write this article, and with its deadline looming in the horizon, I looked at the status of an order I placed a couple of days ago, I chatted to a friend about her new leggings, I searched for flights for my next trip, and I peeked at my Instagram notifications (big mistake – Instagram is the equivalent of a black hole).

Management 104

Management Personalization Customer Support 104

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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.

Integrity Solutions

SEPTEMBER 8, 2020

by Bruce Wedderburn. Virtual selling has changed the way that customers are choosing- or not choosing- to interact with salespeople, often in significant ways. While the fundamentals of selling aren’t different in a virtual setting, the dynamics are, and many salespeople are struggling to adapt. Businesses often struggle to make big changes, but as we learned earlier in the year, sometimes they literally have no choice.

Sales 99

Sales Personalization Feedback Technology 99

Spearline

SEPTEMBER 8, 2020

Latency is the time taken from when one person speaks to when the other person hears. There are many factors that can affect this time and the complexity of today's enterprise networks make it a challenge. When a customer service call suffers a poor connection due to latency, considerable customer effort may be required, whereas when a connection is of good quality, complete relaxation is possible.

Telecommunications 98

Telecommunications Enterprise Customer effort Personalization 98

TELUS International

SEPTEMBER 8, 2020

Public cloud, private cloud, on-premise, or maybe a combination of each? Discover the benefits of hybrid IT and whether it's a good fit for your organization.

Technology 89

Technology 89

Call Design

SEPTEMBER 8, 2020

The contact centre is one of the most important departments in your organisation. Contact centre agents have a direct line to your customers, handling the various customer service issues that your business is facing on a day-to-day basis. When you are outsourcing your contact centre efforts, it’s essential to choose who you work with very carefully.

outsourcing 78

outsourcing Technology Consulting Consulting 78

ChurnZero

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees.

SaaS 90

SaaS Upselling Customer centricity Engineering 90

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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

NobelBiz

SEPTEMBER 8, 2020

Best practices and effcient tips on how to improve your outbound call center, complete with main KPIs and goals you should monitor. The post How to Improve Your Outbound Call Center: Best Practices and Tips appeared first on NobelBiz®.

Best practices 86

Best practices Call Center 86

Cincom

SEPTEMBER 8, 2020

CINCINNATI, September 8, 2020 – Cincom Systems, Inc., a global supplier of enterprise software solutions, today announced a new release of CPQSync by Cincom that provides an enhanced selling environment for sales reps, partners and customers. Updates in this release for users of the cloud-based configure-price-quote solution focus on the following, while also adding several other new features: Quote-to-Order Integration into Microsoft Dynamics 365 Finance and Operations (F&O).

Finance 77

Finance APIs Enterprise CRM 77

Chip Bell

SEPTEMBER 8, 2020

“Electricity” is a captivating song in the acclaimed Broadway hit (and movie) Billy Elliott. The song is actually the answer to a question the evaluator asked 11-year-old Billy after he had auditioned for a slot at the Royal Ballet School in London; “What does it feel like when you’re dancing?” The song was written by Elton John and Lee Hall. Here are a few of the lyrics.

Coaching 80

Coaching Customer Service Customer Experience 80

Talkdesk

SEPTEMBER 8, 2020

Now more than ever, information security should be the priority on everyone’s mind. With the shift to remote work due to COVID-19, protection of data has become a sensitive topic as more employees are using their home connection or working from personal devices. Cybersecurity hackers lured by this newfound opportunity. According to Global News Wire , COVID-19 related phishing and malware attacks increased dramatically from under 5,000 per week in February 2020, to over 200,000 per week in late A

Contact Center 71

Contact Center Gamification Coaching Personalization 71

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

Russel Lolacher

SEPTEMBER 8, 2020

“In many ways, effective communication begins with mutual respect, communication that inspires, and encourages others to do their best.” – Zig Ziglar. To successfully embrace social media customer service, the focus of your interactions need to be far more in the intent and use of the tool than the tool itself and its features. Twitter, Facebook, Instagram aren’t inherently “social,” it’s the humans operating the tools to engage and connect with your customers that make them so, and offe

Customer Service 69

Customer Service Transportation Personalization Management 69

Revation Systems

SEPTEMBER 8, 2020

-LinkLive Banking provides chat and video communication solutions to enhance the customer experience in digital banking channels-. PADUCAH, Ky.–( BUSINESS WIRE )–Computer Services, Inc. (CSI) (OTCQX: CSVI), a provider of end-to-end fintech and regtech solutions , has partnered with Revation Systems to offer community banks LinkLive Banking, a secure digital communications platform.

Banking 62

Banking Customer Service Chatbots Enterprise 62

Concentrix

SEPTEMBER 8, 2020

Hermes Creative Awards honors the messengers and creators of the information revolution. The post Tigerspike Wins Two Hermes Awards for Innovation in Mobile & Web-Based Technology appeared first on Concentrix.

Technology 62

Technology 62

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

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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

Helpware

SEPTEMBER 8, 2020

The list of top-performing nearshore business service providers in Latin America was released today by Clutch. The companies featured specialize in BPO and back office services, voice services, and business consulting.

Consulting 67

Consulting Consulting 67

TeamSupport

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. And while robust product features are important, it is the added benefits of B2B (business-to-business) customer support that can accelerate product use and drive optimal performance to help customers reach their full potential.

B2B 64

B2B Customer Support Strategic Value Coaching 64

NobelBiz

SEPTEMBER 8, 2020

The ACA together with joint trade partners on Wednesday, September 2, has delivered a Comment Letter to the FCC in which they repeatedly state the urgent need for correction options and protections for legitimate businesses trying to make important and urgent calls. The scope of the letter is to remind the FCC of its original call for “effective redress options” in the TRACED Act.

Best practices 52

Best practices Healthcare Management 52

AnswerConnect

SEPTEMBER 8, 2020

If customer requests to bots were compiled, “I want to talk to an agent” would top the list. 70% of customers who reach automated answering systems hit “0” fast to. The post Dear bot, connect me to a real person! appeared first on AnswerConnect Blog.

Personalization 52

Personalization 52

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

Helpware

SEPTEMBER 8, 2020

The list of top-performing nearshore business service providers in Latin America was released today by Clutch. The companies featured specialize in BPO and back office services, voice services, and business consulting.

Consulting 52

Consulting Consulting 52

inmoment

SEPTEMBER 8, 2020

The COVID-19 pandemic’s impact on financial health has been just as if not more concerning to many customers as its effects on literal health. Many individuals, families, and businesses have struggled financially over the last 5-6 months, and unfortunately, it’s looking like these struggles will reverberate across the credit and loan repayment world in big—and unprecedented—ways.

Airlines 52

Airlines Government 52

bold360 Blog

SEPTEMBER 8, 2020

How can organizations build and leverage resilience during times of uncertainty, such as today’s global pandemic? That important question was the focus of a breakout session at CXNext called Creating Resiliency. It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employ

Chatbots 52

Chatbots Self service Banking Employee engagement 52

AnswerConnect

SEPTEMBER 8, 2020

If customer requests to bots were compiled, “I want to talk to an agent” would top the list. 70% of. Continue Reading → The post Dear bot, connect me to a real person! appeared first on AnswerConnect Blog.

Personalization 52

Personalization Answering services 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

NobelBiz

SEPTEMBER 8, 2020

The ACA together with several industry partners penned a joint comment letter urging the FCC about ensuring effective redress options for lawful callers. Learn the details, including the proposed measures and the future legal timeframe inside. The post FCC Urged to Protect Lawful Callers appeared first on NobelBiz®.

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52

ChaseData

SEPTEMBER 8, 2020

In years past, the overwhelming majority of call center employees hailed from large cities. It only made sense; these large employers needed plenty of employees who could quickly and easily make it to their center for work every day. It was almost a necessity for these employees to live in major metropolitan areas to work for these companies. Times have changed.

Call Center 52

Call Center Management 52

Guru

SEPTEMBER 8, 2020

Jeffery is a guest contributor to the Guru blog from MoneyCrashers.

Customer Support 75

Customer Support 75