Fri.Mar 20, 2020

Customer-Centric Voice of the Customer

ClearAction

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric?

Coronavirus: How to Deal with High Volumes at Your Contact Center

Injixo

Call centers have an important role to play to keep people informed and calm during the current coronavirus (COVID-19) pandemic. When customers panic, they usually pick up the phone. But what do you do when the demand spikes at your call center?

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3 call statistics more important than call time

Tethr

The way your company handles a support request has lasting impacts. Whether a customer has a routine question or is experiencing a more complicated issue, how you respond dictates their impression of you.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Are You Using This Valuable Marketing Tool For Growth?

Beyond Philosophy

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic.

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Get your contact center staff working remotely NOW

Talkdesk

An unprecedented challenge. The coronavirus pandemic is like nothing in our lifetime. Every day brings more global news of measures to control the spread of the virus — closure of schools, restaurants, stores, sporting events and more. Social distancing is the mantra of the day.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

ShepHyken

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged.

Can I Work a Customer Service Job from Home?

Customers That Stick

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses.

What Makes a Chatbot Conversational?

Inbenta

Different types of chatbots. First and foremost, it is important to differentiate the various types of chatbots available in the market. From simple menu/button-based chatbots to conversational AI chatbots , they’re not equals as they can be using different types of technology.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

One more priority for 2020…

Taylor Reach Group

By Colin Taylor. One priority each of us should have on our “to do” for 2020 is mental health.

Work From Home Tips - Part 3

Cyara

It's Friday! And, boy, it's been a long week. On Monday I posted tips for quickly setting up a home-office , followed by a post on Wednesday with some advice for secondary things that may make your mandatory work-from-home status a little easier.

Coronavirus and Contact Centers: Is it Time to Rethink Remote Working?

Noble Systems

As you’re aware, the Coronavirus and how it’s affecting our lives is an ever-changing situation. It is a challenging time for all of us and many contact centers will be facing difficult decisions regarding the safety and well-being of their staff.

Between a rock and a hard place: Navigating customer service during the COVID-19 crisis

Tethr

Every corner of the enterprise is struggling to navigate the impact of COVID-19. Finance is grappling with tricky questions about cash management. HR is dealing with stark choices about furloughs and layoffs. Sales is trying to convince customers to continue to buy.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

What We’re Reading Right Now: COVID-19 Edition

LiveVox

Cities, states, and towns across the country are restricting business operations, closing schools, and encouraging self-isolation to slow the spread of the coronavirus.

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Learning the Benefits of Virtual Training

Integrity Solutions

Today, there’s a lot that we can’t control. But there’s a lot that we can. Virtual learning is one way to maintain connection to business goals- and each other. So, you’re suddenly working from home. Join the club! No, literally, join the club.

7 Tips for Managing a Remote Customer Support Team

TeamSupport

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team.

[WEBINAR] Work From Home Goes Viral: 10 Lessons to Elevate Remote Agent Experiences

PlayVox

CX teams and companies with contact centers are scrambling to manage remote teams as the Coronavirus (COVID-19) spreads around the globe. CX Culture

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

What is ‘Effective Customer Engagement Strategy’ in the Age of COVID-19?

bold360 Blog

Customer experience (CX) is fast overtaking price and product as a key brand differentiator. And in a world where social distancing and even sheltering-in-place have become the new norm, an omnichannel approach is now more important than ever.

How the Top Three PUC Complaints Can Help Create a Better Customer Experience

Sykes

Receiving customer complaints can be discouraging for any brand or industry. But, did you know that behind these complaints is a wealth of helpful information to improve business operations?

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance

ChurnZero

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” Or do they?

How to Refine and Improve Healthcare Customer Service?

Wowdesk Blog

Healthcare is a customer service based industry. The industry is vast and so sensitive that even the small interactions between staff and patients matters. After all, people’s life and death depend on the communication and quality of service provided.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Cost Reduction in Contact Centers: Why WFM Tools are Essential

Injixo

Managing costs in a contact center is an important part of any workforce management organization. Labor costs are generally the largest costs in a business. In many organizations, the cost of employees can be ? or ¾ of their total costs!

Decoding the Superwoman in the Call Center Industry: Cathy Karabetsos

NobelBiz

This is First Contact: Stories of the Call Center. In episode 3, we talk with Cathy Karabetsos, CEO and President of QCSS about her experience as a leader in the global contact center market and about managing her life as a mother of seven blessings.

The importance of video connectivity in today’s crisis

Eptica

Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020.

VIDEO: Getting Fired Doesn’t Have To Be The End

NobelBiz

This is First Contact: Stories of the Call Center. In episode 3, we talk with Cathy Karabetsos, CEO and President of QCSS about her experience as a leader in the global contact center market and about managing her life as a mother of seven blessings.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.