ClearAction
MARCH 20, 2020
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? Nope. “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them.
Injixo
MARCH 20, 2020
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? What if your wait times increase due to lack of front-line staff? How do you focus on your customers' experience during this crisis?
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Tethr
MARCH 20, 2020
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. This affects the rest of their lifecycle, including if they want to continue doing business with you and how likely they are to recommend you to others.
Beyond Philosophy
MARCH 20, 2020
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. Since the year 1580, aka the year we started charting shark attacks, there have been a little over 2,000 shark attacks, of which 471 were fatal.
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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.
ShepHyken
MARCH 20, 2020
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. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 20, 2020
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. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.
Taylor Reach Group
MARCH 20, 2020
By Colin Taylor. One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization.
ShepHyken
MARCH 20, 2020
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. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.
NobelBiz
MARCH 20, 2020
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 post Decoding the Superwoman in the Call Center Industry: Cathy Karabetsos appeared first on NobelBiz®.
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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
Talkdesk
MARCH 20, 2020
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. Large gatherings of all kinds are being shut down. Grocery stores can’t keep goods on shelves as people stock up and hunker down.
NobelBiz
MARCH 20, 2020
Cathy Karabetsos is President and CEO of QCSS and a mother of seven. See how she manages the decision-making in her business that led her to have one of the most successful companies on the global contact center market. The post VIDEO: How to Make Better Business Decisions that Drive You appeared first on NobelBiz®.
Spearline
MARCH 20, 2020
CEO update: How COVID-19 is impacting telecommunications in affected countries. At Spearline, we continue to monitor the ongoing COVID-19 situation and its impact on global telecommunications. Affected countries have now begun to significantly restrict the movement of individuals, imposing travel freezes and implementing work-from-home (WfH) arrangements.
Integrity Solutions
MARCH 20, 2020
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. Over the past few weeks, many people have joined communities of fellow co-workers, online, filled with other people whom they had previously not known.
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.
Inbenta
MARCH 20, 2020
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. So let’s see what are the specificities of each of them. Button/Menu-Based Chatbots.
ForeSee
MARCH 20, 2020
We’re living and working in an unprecedented environment right now—and it’s creating a mix of business and social challenges. Staying aware of and responding to customer and employee needs is.
Noble Systems
MARCH 20, 2020
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. We’ve put together the following information on how your Noble platform can help you manage remote working for your team to maintain business continuity.
TeamSupport
MARCH 20, 2020
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. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart?
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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.
Eptica
MARCH 20, 2020
Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020. Author: Pauline Ashenden - Marketing Manager Given the current coronavirus pandemic, many employees across the world are now working from home, often for the very first time. How can businesses support them effectively using technology, especially video connectivity?
Cyara
MARCH 20, 2020
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. Today, I'm sharing a few ideas on ways to make this period of time as pleasant and productive as possible.
bold360 Blog
MARCH 20, 2020
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. Companies are scrambling to keep pace with the shifts in customer behavior since the outbreak of COVID-19. At the same time, they are having to address evolving customer expectations, digital transformation, multiple online channels, and emerging CX capabi
Pointillist
MARCH 20, 2020
By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured.
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!
West
MARCH 20, 2020
Just as soon as technology changes, customer expectations change, too. So before purchasing new CX tech, you must run a contact center assessment to see if that technology will truly meet your goals. The Blog CX Tech Assessment: Predict Effect on Customers and Agents | Inside CX appeared first on Intrado.
Playvox
MARCH 20, 2020
CX teams and companies with contact centers are scrambling to manage remote teams as the Coronavirus (COVID-19) spreads around the globe.
Concentrix
MARCH 20, 2020
Find out how companies are re-thinking the role of empathy during this time of crisis. The post Empathy: The CX Tipping Point appeared first on Concentrix.
LiveVox
MARCH 20, 2020
Cities, states, and towns across the country are restricting business operations, closing schools, and encouraging self-isolation to slow the spread of the coronavirus. When social gatherings become a health hazard, some of us may be scratching our heads wondering how we’ll fill our time in this new normal. Below, we’ve compiled a list of helpful. The post What We’re Reading Right Now: COVID-19 Edition appeared first on Livevox.
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
Sykes
MARCH 20, 2020
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? Within the energy industry, the Public Utility Commissions (PUCs) in every state collect and publish complaint data to help energy providers improve their customer support efforts.
Wowdesk Blog
MARCH 20, 2020
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. A healthcare customer service provider excels when they view their patients as people whom they are meant to help.
Injixo
MARCH 20, 2020
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! For that reason, WFM software plays vital role in cost reduction.
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