TechSee

APRIL 28, 2020

The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.

Entertainment 124

Entertainment Enterprise Technology Customer Experience 124

BlueOcean

APRIL 28, 2020

If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is over and the adrenaline of crisis management has done all it can, there will be long-term shifts in how we work, communicate, shop, and behave.

Contact Center 62

Contact Center outsourcing Employee engagement Customer Care 62

Skybridge

APRIL 28, 2020

Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.” That’s how Nicole Bendaly describes the delicate balance, flexibility, and speed necessary to not only survive the current environment, but to emerge victorious in its aftermath. I listen to so many organizational leaders describe their own challenges in trying to maintain superior customer experience, manage wild fluctuations in call volumes, and t

Contact Center 52

Contact Center Customer Care Best practices Call Center 52

Contact Center Pipeline

APRIL 28, 2020

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with empathy, efficiency and grace, it is an experience that uplifts the customer and instills a sense of loyalty for the company that often translates into brand advocacy. Just ask the Customer […].

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Contact Center Call Center Management Customer Service 147

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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.

Victor Midgley

APRIL 28, 2020

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools Sounds impossible if not wrong to say it out loud, doesn’t it?

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GetFeedback

APRIL 28, 2020

Zen Internet became a top-tier ISP by providing top-class customer service. Read on to see how the company set up a feedback loop to continually improve its CX.

Customer Experience 120

Customer Experience Feedback Customer Service 120

360Connext

APRIL 28, 2020

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!

Journey mapping 114

Journey mapping Finance Surveys Feedback 114

GetFeedback

APRIL 28, 2020

Christine Rimer, VP of Customer Experience & Advocacy at SurveyMonkey, shares the top 3 skills you need to succeed based on insights from our recent CX peer survey.

Surveys 97

Surveys Customer Experience 97

Lumoa

APRIL 28, 2020

New technology has driven organizations to undergo digital transformations, as a result, we see a shift in consumer behavior. Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want. As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever.

Customer Experience 83

Customer Experience Journey mapping Self service Technology 83

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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

GetFeedback

APRIL 28, 2020

The four key elements you need to implement for a successful cross-functional customer experience program.

Customer Experience 113

Customer Experience 113

Spearline

APRIL 28, 2020

Based on customer feedback, we are delighted to announce that a new outbound test type is now available. SIP Route Tester enables you to configure your own SIP trunks and carrier routes, allowing you to make informed decisions on your carrier's performance when dialing out from your network, in real-time. Add new, and edit existing SIP trunks and carrier or prefix details directly from the numbers module on the Spearline Platform. "The main trigger for us was the ability to start new cam

Telecommunications 92

Telecommunications Enterprise Feedback Management 92

VirtualPBX

APRIL 28, 2020

Our ACD Queues Pro feature turns our Business Phone Plans into a complete contact center software management platform. Team leads and contact center managers can rely on live performance reports, easy call assistance capabilities like eavesdrop, whisper, and barge, and intuitive queue creation and editing within the ACD Queues Pro dashboard. These are tools no contact center administrator would want to be without, and they deserve more attention to give you a better idea of how they can improve

Contact center software 84

Contact center software Contact Center Management Sales 84

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Today in a post on our parent company Enghouse Interactive’s blog , award-winning CX expert Manuela Pifani shares her thoughts on how brands can us

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Best practices Consulting Consulting Customer centricity 79

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

360Connext

APRIL 28, 2020

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!

Journey mapping 72

Journey mapping Finance Surveys Feedback 72

Eptica

APRIL 28, 2020

Date: Wednesday, Avril 29, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI L’importance d’écouter ses clients durant la crise de COVID-19. Publié le: 29 Avril 2020. Auteur: Taoufik Massoussi - Product Manager & Head of AI Nous traversons indéniablement une période inédite de changement due à la pandémie de COVID-19, qui bouleverse nos vies.

Management 77

Management 77

Momentum Telecom

APRIL 28, 2020

In mid-March 2020, Momentum Telecom transitioned employees to working from home due to the coronavirus pandemic. Over the next several weeks, we’ll introduce you to people from across the different Momentum teams, give you a glimpse into how they set up their home offices, and learn more about their tips and best practices for working remotely. Meet Gopi.

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Engineering Best practices Technology 82

Customercount

APRIL 28, 2020

Use every aspect of your customer feedback surveys to build brand awareness, reinforcing the message they should purchase your product again in the future. The post How to build brand awareness with surveys appeared first on CustomerCount.

Surveys 82

Surveys Feedback Management 82

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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

Nicereply

APRIL 28, 2020

Take time to get in touch with the emotional side of your team, and get to know them personally as well as their in-office persona. On average, people spend 90,000 hours of their life at their job. It’s usually more time than you spend in your waking-life outside of work with family, friends, and loved ones. Given that, doesn’t it make sense that you’d want to maximize your relationships inside the office, just like you do outside?

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Construction Personalization Engineering Customer retention 78

NICE inContact

APRIL 28, 2020

Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.

Contact Center 71

Contact Center Management Coaching 71

Concentrix

APRIL 28, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, more countries continue to announce the gradual relaxation of existing quarantine or lockdown measures, while others in harder-hit regions have announced lockdown extensions. The following is a roundup of key events that have happened around the world in the last 24 hours. .

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NICE inContact

APRIL 28, 2020

Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same.

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Contact Center Management Coaching 62

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

Talkdesk

APRIL 28, 2020

“We accelerated Talkdesk implementation over the last two weeks to allow all our staff to work from home. Thanks to Talkdesk’s successful and rapid deployment, we are all safe and working from home now,” said Eduardo Correia de Matos, customer service director, TAP Air Portugal. TAP Air Portugal is a Star Alliance member and one of Europe’s most awarded and fastest-growing airlines, flying to 89 destinations in 34 countries across the globe.

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Customer Support Airlines Cloud contact contact center solutions 64

TeamSupport

APRIL 28, 2020

For the third and final part of our three-part series ( Part 1 and Part 2 ) on building and maintaining strong relationships with customers who prefer live chat, we’re going to look at an area some companies forget to evaluate entirely. In the first part of our series, we focused on the pre-conversation efforts of setting yourself up for successful chat interactions with B2B customers.

B2B 59

B2B Self service Analytics Metrics 59

ConvergeOne

APRIL 28, 2020

As the “temporary” new normal sets in, some of our traditional methods of connecting users to resources have changed. Here are some ways that networks can adapt to best serve predominately remote workforces.

Enterprise 57

Enterprise 57

Jon Arnold

APRIL 28, 2020

That’s the title of my latest post for No Jitter , where I’m a regular contributor. Enterprise Connect was one of several industry events that many of us were looking forward to attending this spring, and it’s anybody’s guess as to when it will be safe to go back in the water again. COVID-19 has caused us to re-think every facet of our lives, and big, in-person events have really been impacted.

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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

Playvox

APRIL 28, 2020

In the business world, Slack has come on strong in recent years and is a nerve center for communications and notifications from systems throughout an organization.

Customer Service 57

Customer Service 57

LiveVox

APRIL 28, 2020

COVID-19 Guidance for Banks: Optimizing Performance in Today’s New Environment Featuring FNBO LiveVox teamed up with The Consumer Bankers Association last week for a lively discussion about how First National Bank of Omaha (FNBO) has established secure work from home connectivity and data flows. Skip to 13:00 for an explanation on how FNBO crafted a.

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Banking 54

Skybridge

APRIL 28, 2020

Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.” That’s how Nicole Bendaly describes the delicate balance, flexibility, and speed necessary to not only survive the current environment, but to emerge victorious in its aftermath. I listen to so many organizational leaders describe their own challenges in trying to maintain superior customer experience, manage wild fluctuations in call volumes, and t

Contact Center 52

Contact Center Customer Care Best practices Call Center 52