Tue.Jul 07, 2020

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The Importance of Call Centers in a Crisis

Fonolo

The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare industry. And we’re not just talking about those working in the front lines. According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff. 9 Effective Ways to Handle Call Spikes in a Crisis.

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The Impact of Increased Handle Times

Call Design

Written by Michel Niere. In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them. Some of the causes of increased AHT might be due to: Technical issues like the internet not being fast enough, therefore taking longer to load information and as a result increasing t

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Igniting a Corporate Passion for CX

Concentrix

Learn about the innovative approach an environmental services company took to gain enterprise-wide CX alignment. The post Igniting a Corporate Passion for CX appeared first on Concentrix.

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Amazing Business Radio: Patricia Fripp

ShepHyken

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting.

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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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Redefining the Work Experience

Contact Center Pipeline

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees benefit from WFH strategies. A Stanford University study found that WFH employees had improved retention, decreases in sick time and used less PTO, worked a true full shift and took fewer […].

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Comparing 10 Most Popular CSAT Survey Solutions for Zendesk

Nicereply

You need to consider the features you need, the scope of your feedback program, the price you are willing to pay as well as compatibility with your current tech-stack. Customer satisfaction is a fantastic north-pole metric for your support team. It allows you to keep a finger at the pulse of your customer interactions, shows you areas of improvement, and gives your entire team as well as every individual agent something to strive forward.

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Call Center Training: The Complete Guide for 2020 (with Practical Tips)

Serenova

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Call center agents have become the clear frontline for customer service and brand reputation. To deliver customer service that improves customer satisfaction and builds lasting, revenue-generating brand loyalty requires more than quick issue resolution.

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What do Talkdeskers have to say about Diversity, Equity and Inclusion?

Talkdesk

2020 has been a challenging and unusual year on so many levels. The COVID-19 pandemic took the world by storm and governments worldwide declared stay-at-home and social distancing measures to protect public health safety. Such procedures made it difficult for social and cultural demonstrations to take place. Like all big events, gatherings and celebrations had to move to a virtual stage.

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How Can Customer Support Work With Customer Success to Improve Retention

ChurnZero

This is a guest blog post by LiveAgent. . What makes a successful business? Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Inspirational reads to teach business leaders resilience while surviving the spiraling pandemic

Tethr

When the going gets tough, the tough build resilience. While maintaining a state of perseverance is complicated in an era where the light at the end of the tunnel seems but a distant star, there are excellent books out there for businesses to receive tips, get encouragement and learn from those who have successfully and prosperously practiced tenacity and determination in the face of a challenge.

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Is Your Customer’s Experience Fresh?

Chip Bell

William Shatner is a part of my morning start-your-engines. At least most mornings. At 6 a.m. with a cup of fresh hazelnut black coffee, my wife and I watch a few minutes of the news. It gives our day a fresh, up-to-date beginning. Most days, William Shatner does a TV ad for SoClean, the appliance for cleaning CPAP machines. The word you take away from the ad is “fresh,” spoken like Captain Kirk got an A in speech class.

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Guru App for Microsoft Teams: Keeping You Connected, Engaged, and Aligned

Guru

If you squint hard enough at the original whiteboard, you can still see it: “ Not another destination. ” These words were written in 2014 by Guru’s founding team in a modest two-story loft in Old City, Philadelphia. Fast forward 6 years and this concept remains so ingrained into the principles of our product strategy at Guru that — much like those words on that whiteboard — you couldn’t erase it if you tried.

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Rethinking Digital Feedback Strategies for the New World

Concentrix

Feedback is key to designing great digital experiences. Learn 4 ways your VOC program can support transformational strategies. The post Rethinking Digital Feedback Strategies for the New World appeared first on Concentrix.

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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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Product feedback survey questions and examples

GetFeedback

Everything you need to know to collect, analyze, and act on product feedback to continue innovating.

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Hearing is Believing – Why We Don’t Use Google

SmartAction

As a company that manages the AI-powered CX for more than 100 brands, we often get asked about the place of Google or Amazon in our conversational AI technology stack. More specifically, since we have staked our reputation on doing voice automation better than anyone, we get asked why we haven’t yet incorporated their flagship service: speech-to-text, otherwise known as Advanced Speech Recognition (ASR).

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How the CDC is Assisting State and Local Public Health Agencies with COVID-19 Illness Monitoring via Automated Text

MicroAutomation

Understanding How the CDC is Providing Assistance to State and Local Public Health Agencies with Contact Tracing. This Blog Post will provide education and exploration around the following topics: The CDC’s TIM2 Overview How TIM2 Makes a Difference Understanding the TIM2 User Experience Why TIM2 Is Delivering Consistently for the CDC Why Automation and Omnichannel […].

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How Excellent Customer Service Can Affect Your Business

Vcaretec

When you improve the quality of the service you provide, you will automatically increase your profits and revenue. But when you offer poor customer service , you are at risk of negatively affecting your company both financially and the image and reputation of the company. Outlined is how customer service affects your organization. Excellent Customer Service Facilitates Retention Retaining customers in a company is vital for the profit and overall growth of the company.

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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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Abandon the Status Quo Now Microsoft Teams Blog #2

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer.

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Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 1 of 3

NobelBiz

Whichever way we all come out of 2020, one thing will be certain: nothing. Meaning – nothing that was before COVID-19 will be the same post-pandemic. Facing such harrowing prospects, businesspeople in general and contact center industry professionals, in particular, have to reevaluate how they push their companies forward. In what follows I will give a short outlook of the post-COVID world centered on the economic and customer experience aspects of it as chief indices for maintaining producti

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Call Center Training: The Complete Guide for 2020 (with Practical Tips)

Serenova

Six Call Center Training Tips & Best Practices for Better Customer Experience. Now more than ever, as we increasingly experience life remotely, the most important— sometimes only—interactions we have with brands are through call centers. Call center agents have become the clear frontline for customer service and brand reputation. Delivering customer experience that improves customer satisfaction and builds lasting, revenue-generating brand loyalty requires more than quick issue resolution.

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Outsourcing Can Improve Your Customer Loyalty

Select VoiceCom Blog

It’s a no-brainer for business owners to establish customer loyalty by providing exceptional customer service. However, if you lack the necessary human (and financial) resources, it might be challenging for you to offer high-quality customer service. What you can do instead is to outsource your customer support. The BPO company can attend to your customer […].

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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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Understanding How MicroAutomation is Providing Assistance to Public Health Agencies With Contact Tracing

MicroAutomation

This blog post will provide education and exploration around the following topics: The OmniMonitor Software-as-a Service (SaaS) for Public Health Overview How MicroAutomation’s (MAI) Omnichannel Illness Monitoring Solution Makes a Difference Understanding the OmniMonitor User Experience Why OmniMonitor Is Delivering Consistently for Our Public Health Agencies Why Automation and Omnichannel Makes Such an Impact MicroAutomation’s […].

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Brand Move Roundup – July 7, 2020

C Space

The Brand Move Roundup – July 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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Top 3 Dos and Don’ts of Monetizing Customer Success

Education Services Group

Hot! Hot! Hot! These days, the hottest topic in Customer Success is the big “M” word – Monetization. But how do you go about monetizing Customer Success? Many companies are taking a learn as they go approach, testing the waters of charging customers for CS resources a little bit here, a little bit over there. A few standouts are diving into monetization headfirst, reorganizing their entire post-sales ecosystem around fee-based CS services.

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From Zero to Hero: The Proven Customer Success Techniques

Strikedeck

Vincent Manlapaz, in an interview with Trent Peterson talks about proven customer success techniques to solve business challenges through the use of technology and utilizing expertise in our Customer Success organization.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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7 Chatbot Automation Tips You Need To Know

kommunicate

Chatbot software usage has greatly increased in the past few years. 2017, in particular, is branded as the “Year of The Chatbot.” The number of chatbots docked into Facebook Messenger has risen from 30,000 in 2016 to 100,000 the following year. Almost every major brand has deployed a chatbot software for website engagement. 2020 will [.]. The post 7 Chatbot Automation Tips You Need To Know appeared first on Kommunicate Blog.

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Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 1

NobelBiz

A short outlook of the post-COVID world centered on the economic and customer experience aspects of it as chief indices for maintaining productivity in the workplace moving beyond 2020. The post Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 1 appeared first on NobelBiz®.

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A CISO’s Six Steps to Securing an Excellent Customer Experience [Part 2]

ConvergeOne

In the last blog post in this series , we explored the first three steps to delivering an excellent and secure customer experience: starting with a CISO, involving senior leadership, and adopting a risk-based approach. In this blog post, we’ll pick up where we left off and explore the final three steps.