Thu.Aug 06, 2020

COVID-19 Impact: Recalibrating Human & AI Roles, Part 3

Contact Center Pipeline

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or expand automated solutions will effect agent training and development in the new work environment, as well as which AI-powered support tools can add the most value for employees and customers during […].

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case. The employees who do the job each day usually have a better understanding of what works and how to perform the task than the boss who sits in the office thinking up policies and procedures.

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The Future of Remote Customer Support Tools is in the Hands of IT


As a sophisticated IT department, you’ve done everything right. When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

Simple Yet Smart Tips to Reduce Customer Support Response Time

Wowdesk Blog

Your customers are the focal point of your business – it is important to keep them satisfied with your products/services. However, according to a customer service study, 62% of companies do not pay heed to customer emails which eventually turns opposite for them. . Customers are impatient when it comes to query resolution, Not responding to complaints is a clear sign that you do not care. Why will a customer stick around then?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Revisiting the call center’s role in customer experience


Customer experience (CX) is a core business driver. In order to radiate a positive experience across an entire business, work and resources must be put into the call center. Making true progress on closing the gap between customer experience expectations and the actual experience delivered starts with your call center agents. But it certainly doesn’t end there. Customer experience can be summed up as how a person feels about the experience of interacting with your company.

More Trending

9 Customer Service Horror Stories That will Make Your Blood Turn to Ice


Delivering great customer service should be the focus of any business that wants to be in the limelight. Unfortunately, it’s not always the case. You can still meet those brands that don’t invest in their [ … ]. The post 9 Customer Service Horror Stories That will Make Your Blood Turn to Ice appeared first on HelpCrunch blog. Customer service

6 Notable Reasons Suggesting Customer Service is Important

Wowdesk Blog

When you need to drive your business on a low budget, it is highly important to allocate funds to priority functions. . Of course, the product design team, marketing team, and the advertising team take the major share of your funds. However, you must not think that it’s a waste to invest funds in your customer service team. After all, without proper strategies and funds, how can it improve?

Building the Next-Generation Contact Center


ConvergeOne’s customer had what was once considered a best-of-breed contact center solution, but faced challenges leveraging its legacy solution to satisfy the rapidly evolving needs of its business. Over the past decade, the company’s leadership team recognized that although its investments in self-service had paid off well, they’d also created a challenge.

ASCII Toronto MSP Connect Live Event Recap 2020


NUSO was thrilled to be a part of ASCII's MSP Connect Live Event for Toronto! Due to the global pandemic, the ASCII Group has shifted their in-person events to a series of engaging online experiences. Their virtual event series, MSP Connect Live , will continue in place of the physical events.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

60 Customer Care RFP Questions for the Contact Center of 2020


2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate.

Call Center Software + CRM Integration: The Lifeline for Improved Productivity and Customer Satisfaction


Customers today expect a highly personalized experience when they interact with your business, and they want to get answers to their questions quickly. Are your business tools connected and seamlessly working together to provide that experience?

Alexander Salas: Why quizzes are a poor way to measure training

Toister Performance Solutions

How do you evaluate customer service training? Most trainers don't measure it beyond tracking attendance and giving people a smile survey at the end of every class. Employees attend training, then go back to work without any proof they learned something useful. Some trainers use gut instinct. For instance, a learner who asks fewer questions or displays greater confidence as the training goes along is considered trained.

How Phone Lines and Concurrent Calls Work in Your Phone Plan


Your browser does not support the video tag. Each of our Business Phone Plans comes with at least two included phone numbers you can use to reach customers and support your marketing efforts. Each user on your system is then, by default, allowed to have two concurrent calls assigned to them at any one time. The idea of concurrent calls is based around a user having access to multiple phone calls at a single point in time.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The ‘Why” of Digital Transformation According to a Chief Strategy Officer


The topic of digital transformation in financial services has been a much-discussed aspect of banking customer experience for some time. Yet many firms still struggle with the concept despite having strategies in place and maybe even projects underway. Extractable’s Chief Strategy Officer Alex Jimenez spoke with us about emerging technologies like artificial intelligence and how […].

3 easy ways to improve your customer retention rate with Method:CRM


A strong customer retention rate is often the key to small business success. Here’s why: 80% of a small business’ revenue will come from just 20% of their customer base Repeat customers spend 67% more than new ones It costs 5 times more to get a new customer than it does to keep an existing one The probability of selling to an existing customer is 3 + times higher than selling to a new customer.

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Everything About 919 Area Code for Local Business Presence in Raleigh, NC


919 area code phone numbers cater to Raleigh, North Carolina. It also includes Chapel Hill, Durham, and Cary. 984 area code is the overlay for the same area. Being one of the fastest-growing cities in the country, Raleigh is a great destination to build a local presence. Read on to know how to set up a local business presence with the 919 area code in Raleigh and the nearby areas. To begin with, the 919 area code has been in service since January 1, 1954.

Is Your Brand Fully Committed to Customer Experience?


Take This 3 Question Quiz to Find Out – and Get Started. When Judy Weader, a senior analyst at Forrester, recently wrote about the importance and urgency of prioritizing CX strategy, she described prioritization as both and art and a science – and she defines it as critical to CX success. Think about that for a minute.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Implementing AI to address a global pandemic

Waterfield Technologies

The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , […]. The post Implementing AI to address a global pandemic appeared first on Waterfield Technologies. Blog AI IBM Self-Service

How does the CS culture help organizations innovate and succeed?


Vincent Manlapaz, in an interview with Matt Goodman, talks about why CS should be an integral part of the business process, strategy, and guiding principles. Without CS, business growth, alignment, collaboration, and success are unlikely to achieve. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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The DIY revolution and why it matters


It has been a challenging few months for customer engagement leaders. They have seen customer traffic spike across numerous engagement channels. They have been forced to adapt to new customer expectations and demands. And they have had to completely rethink their engagement strategies. But there is one thing that’s stood out: our customers are becoming [.] The post The DIY revolution and why it matters appeared first on What’s next. This is a summary.

Everyone Wants a Chatbot: How to Evaluate Chatbot Companies so You Chose the Best One


What are the different types of chatbot companies? As with any important project, you need to understand what are the different options, i.e. chatbot companies, available on the market, and assess the suppliers you’ve short-listed to ensure you pick the right fit for your business. Chatbot development platforms. A chatbot development platform is a platform that allows you to build your own chatbot without the need for developers to be involved.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How SPM Fought Back it’s Way Down During Lockdown?


SP Madrid, a reckoned collections company in the Philippines has made its way through the lockdown imposition successfully. With a strong team of legal specialists, SP Madrid offers a variety of collections and other services that include- Call Collections, Field Collections, Credit Investigation, Legal Collections, Vehicle Repossession, and Housing Foreclosure. Work from home was not … How SPM Fought Back it’s Way Down During Lockdown?

5 Ways Live Chat Can Help Your Business—and How to Find the Best Software

CSM Magazine

Live chat is a wonderful way to provide customers with quick access to your customer service department 24/7. The good news is, it has never been easier to find and implement a live chat solution that is right for you. . Here are some of the key benefits of implementing live chat as well as some tips on how to choose the best software for your organization. 5 Benefits of Live Chat. It Offers Immediate Solutions.

Everything About 919 Area Code for Local Business Presence in Raleigh, NC


919 area code phone numbers cater to Raleigh, North Carolina. It also includes Chapel Hill, Durham, and Cary. 984 area code is the overlay for the same area. Being one of the fastest-growing cities in the country, Raleigh is a great destination to build a local presence. Read on to know how to set up a local business presence with the 919 area code in Raleigh and the nearby areas. To begin with, the 919 area code has been in service since January 1, 1954.

3 Ways to Embrace the Evolving World of Remote Work

CSM Magazine

Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Benefits of Outsourcing Your Customer Service Support


For many businesses, outsourcing has become an important part of business practice. The right outsourcing strategy can be a key component in your growth and development and can allow you several opportunities in other core areas of the business. One of the aspects of your business that can benefit greatly from outsourcing is customer support. As your business grows and more customers come on board, your customer support requirements can increase exponentially.

DOT WFH Extension Till 31st December 2020 Yet Another Reason to Get Your Call Center Software


The COVID-19 popularized the term Work From Home. What used to be an option became mandatory. It is proving to be a practical way to ensure continuity of business and work. Even DoT has extended relaxation up to 31 st December 2020 to permit contact centers to carry out remote operations with their employees working from home.

No More Churn! Create Your Own Low-Cost Customer Retention Automation


Post summary: A 2% increase in retention has the same impact as a 10% cut in costs A surprising proportion of churning customers can be retained with a single positive message Simple automation is fertile ground for competing for fickle customers! The rationale for customer retention comes down to one simple equation: customers = income. If you’re on board with that, let’s get started. There are plenty of ways to drive customer loyalty.