Wed.May 13, 2020

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5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media

Contact Center Pipeline

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers gang up on us? What if we get trolled? What if one of our agents gives the wrong answer and all 25,000 followers see it?” Well, all those things have indeed […].

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5 Factors of Omnichannel Contact Center Success in the New Normal

Upstream Works

Every contact center has a universal goal: to provide exceptional customer service. But doing so isn’t always that simple. It requires a holistic customer experience (CX) strategy, a responsive data strategy and the flexibility to adapt to a changing world. As we continue to social distance, self isolate and get used to a new normal, it’s more important than ever for contact centers to focus on their overall strategy.

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Omnichannel Customer Support – a Shopping Checklist

Comm100

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. So it’s little surprise that many companies are on the look-out for a strong omnichannel solution that suits their needs and goals. Shopping for an omnichannel solution can be intimidating.

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We’ll Be Stronger When This Is Over

ShepHyken

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy.

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The 2023 Verint Experience Index: Retail

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

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WORKING WITH VMI

Victor Midgley

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WORKING WITH VMI

Victor Midgley

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How to Be Ready to Serve Customers in the New Normal

Integrity Solutions

What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on SellingPower.com By Mike Fisher. In the mere months since the start of the COVID-19 pandemic, much has been written about the need to adjust to a new normal in how we’re doing business – and from where. We get it: We’re all working from home.

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Best Practices in Communications to Improve Employee Experience

PeopleMetrics

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever. But clear, effective top-down employee communication isn’t enough.

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Use these content strategies to stand out as an unforgettable brand

Tethr

Unforgettable brands attract more than just customers, but a fanbase. In order to get truly loyal customers, persuade them to become ambassadors for your products or services by going above and beyond in the content arena. Think about what the presence of your favorite company or business looks like on social media. Are they funny? Bold? Do they constantly turn over unique content that makes you stop scrolling?

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Top 10 Examples of Spa and Salon Loyalty Programs

FiveStars

Gaining new customers may seem like the best way to help your business grow, but keeping those customers with a salon loyalty program is more effective in expanding your bottom line. With returning customers spending an average of two-thirds more in your establishment than first-timers, you need an effective way to keep them coming back. […]. The post Top 10 Examples of Spa and Salon Loyalty Programs appeared first on Fivestars Insights.

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The downsides of a telephone survey

Customercount

CustomerCount president Bob Kobek considers the downsides of taking a telephone survey when our time is precious and other survey options are available. The post The downsides of a telephone survey appeared first on CustomerCount.

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Spearline Podcast | Season 2 Episode 2 : Remote working in a changing world

Spearline

For more information, In the newest episode of the Spearline Podcast, Kees and Josh are back and things are in a whole new environment! The Spearline Podcast is now remote working, with our hosts interviewing other Spearliners finding out how they’ve been getting on in their new home offices, the challenges they’ve faced, and how things have changed their work style/ workflow.

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Rav Dhaliwal on B2B Customer Engagement

inSided

We're really excited to bring you Episode 3 of The inSide Scoop: inSided's podcast bringing you the latest in customer success, customer engagement and user communities. This week we spoke to Rav Dhaliwal to get his unique take on B2B customer engagement. So, grab a cup of coffee and give it a listen. For those who prefer to read rather than listen, you’ll find a transcript of our conversation here too.

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The Open CCaaS Advantage Report

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.

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How to Find the Right Video KYC Vendor?

Ameyo

Amid the COVID-19 crisis, the majority of businesses are working remotely, demanding the refined process to continue customer onboarding effortlessly. RBI’s recent decision to allow Video KYC for Banks, Financial Institutions, and NBFCs is a major relief. With Video KYC, banks and FIs can onboard customers in 3 minutes while eliminating the need for a … How to Find the Right Video KYC Vendor?

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25 Proven Call Center Best Practices to Wow Your Customers in 2020

Nextiva

Businesses depend on speaking with their customers now more than ever. It takes more than friendly customer service to deliver a remarkable customer experience. Companies use virtual call centers for much more than answering a high volume of calls. Organizations use call centers to delight customers and achieve revenue goals. It’s expensive to provide poor customer service […].

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Join our Webinar: Cisco and Selligent Deliver a Complete View of Customer Experience

Cisco - Contact Center

Co-Authored by Matthew Saskin, Vice President of Customer Experience for Selligent. Matthew Saskin is an accomplished go-to-market leader with a proven track record in creating and scaling businesses as well as deep expertise in customer experience and digital strategy. An invitation from Vinod Muthukrishnan, Chief Growth Officer for Cisco Contact Center, and Matthew Saskin, Vice President of Customer Experience for Selligent.

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4 Mistakes You’re Making with Dashboards & Reporting: Use Data to Up-Level Call Center Agent Performance (Not to Feed a Cycle of Brain-Drain)

SharpenCX

Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t reach their full potential. It’s not for a lack of effort, though. It’s because they don’t have the clarity and understanding they need to excel in their roles.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Customer service: why you can learn from the classics

Eptica

Date: Wednesday, May 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: why you can learn from the classics. Published on: May 13, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service itself may be a relatively new discipline, successful service draws on many innate human traits, such as empathy, communication, learning and a desire for knowledge.

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Coronavirus Impact on SaaS Customer Success (Survey Results)

CSM Practice

As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. We generated an overall analysis of the pandemic effects on Customer Success from around the globe.

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How We Can Help with Staffing During COVID-19

Ansafone

How We Can Help with Staffing During Covid-19 The Covid-19 crisis has brought great havoc to many businesses worldwide. One of the greatest struggles is having enough staff on hand to efficiently respond to all the customers who are trying to contact you. During this crucial time, a high volume of calls are on the … How We Can Help with Staffing During COVID-19 Read More » The post How We Can Help with Staffing During COVID-19 appeared first on Ansafone Contact Centers.

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Pandemic Impact on SaaS Customer Success (Survey Results)

CSM Practice

(Week of May 10, 2020). CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. This week’s survey results will help you better understand the impact of the pandemic on SaaS companies and Customer Success teams, understand weekly trends, and learn from each other’s initiatives to surpass the

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Beating Quarantine Fatigue: Seeking Balance in an Emergency

Guru

Like many other SaaS companies, Guru shifted to a fully remote workforce in March. It was an easy decision; we wanted to make sure our employees were able to stay healthy, comply with state and local public health directives, and take care of their families without worrying about job stability. We were proud when our CEO, Rick Nucci, signed Mark Benioff’s no layoffs pledge , and even more so to close our Series C round , and to be able to announce new features.

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Service client : quand la crise sanitaire génère un pic de charge

Eptica

Date: Wednesday, Mai 13, 2020 Author: Jeanne de Wilde - Chef de projet services professionnels Service client : quand la crise sanitaire génère un pic de charge. Publié le: 13 Mai 2020. Auteur: Jeanne de Wilde - Chef de projet services professionnels La période de confinement dont nous sortons progressivement a un impact considérable sur l’activité de la plupart des entreprises.

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CXone Enables Companies to Provide Exceptional Customer Experience Globally

NICE inContact

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.

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Four Contact Center QM Practices That Stand the Test of a Global Pandemic

Serenova

As we continue to push through each unpredictable turn in the age of COVID-19, we remind ourselves, “We’re all in this together.” But these are times of high anxiety, big emotional swings and coping strategies we can’t always count on. Yes, we’re all in this together. And we’re all only human. For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Beter Bed Transition Agents in 24 Hours to Work-From-Home Model with Vocalcom Salesforce Edition Cloud Contact Center Solution

VocalCom

As the current COVID-19 pandemic continues to impact businesses across the world, many retailers have been forced to rethink their customer service practices. As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees.

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COVID-19 Global Update May 13, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, various countries have announced new relief measures or stimulus packages. Other countries are continuing to reopen various sectors of their economies. The following is a roundup of key events that have happened around the world in the last 24 hours. Global update: The post COVID-19 Global Update May 13, 2020 appeared first on Concentrix.

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CXone Enables Companies to Provide Exceptional Customer Experience Globally

NICE inContact

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.