Wed.Jul 15, 2020

How to Keep Your Remote Agents Happy and Motivated


In this article, you’ll find tips that make managing work-at-home contact center agents easier. This post will be highly useful if you’re looking for call center motivation ideas, management, and performance tips. Agent Motivation

How to get more repeat customers with a CRM solution


A repeat customer is like a gift that keeps on giving. You anticipate closing a deal with them for weeks, maybe even months, and then they finally do business with you.

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Caring for Customers During a Pandemic

Contact Center Pipeline

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care and the economy. In just a matter of weeks, lifestyles were dramatically altered, businesses shuttered and global markets tanked.

Another Way to Amaze Your Customers – Pay Attention


I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. For this article, I want to focus on the first step—paying attention. Paying attention is more than just the first step.

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!

How to Bridge the CX Gap Across the Organization


A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today. Articles


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Getting to the Bottom Line for Cloud Solutions

Strategic Contact

Cloud vendors regularly crow about their “fast and easy” delivery of advanced contact center capabilities. When their benchmark is premise-based solutions, they’ve certainly got an edge.

Work from Anywhere: Why the Future of Contact Centres is Cloud-Based

NICE inContact

As organisations transition to a post COVID-19 world, contact centre employees need to be able to work from anywhere for businesses to stay competitive.

Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20


Over the last several months, w e have e xperienced one of the most unusual times in modern human history, and we seem to be coming out the other side. But there is still much uncertainty about the future. .

Join Us for Interactions Live!

NICE inContact

A major virtual conference, open to contact center pros everywhere. Even six months ago, who could have predicted that across the planet, we’d be leaving in-person conferences behind—at least for now—and recreating them as virtual events?

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Top 10 Must-read Customer Success Books for CSMs

CSM Practice

The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips.

Get Curbside Pickup Right: A CX Strategy Guide


The retail industry, already undergoing massive transformation, now finds itself shifting into overdrive to differentiate based on customer experience (CX). As COVID-19 hastens digital’s ascent as the go-to channel, retailers. CX Best Practices CX Strategy Retail ROI of CX Uncategorized

8 Tips to Improve Customer Service in the Healthcare Industry

A Better Answer

Contact Center IVR Fraud Mitigation: A Comprehensive Tool Kit for Fighting Fraud in 2020 and Beyond


Contact center IVR anti-fraud solutions are employed to reduce costs surrounding fraud targeted at your contact center. On this page, you will find a comprehensive toolkit complete with IVR anti-fraud resources you can use to protect your consumer’s data inside and outside of the contact center.

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!

Top 10 Must-read Customer Success Books for CSMs

CSM Practice

The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips.

How Empathy Empowers Excellence When It Comes to Brand Experience


For a brief moment, it looked as though the Coronavirus pandemic might finally be under control, but recent viral surges throughout the country indicate that, unfortunately, this disease and the new way of life accompanying it will be with us for the foreseeable future. .

Meet Jack, Implementation Specialist


ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features Jack Moyahan , Implementation Specialist at ChurnZero. .

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Does your customer experience pass the #MakeMomProud test? Part 1


Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 1. Published on: July 15, 2020. Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

4 Ways Warby Parker Sets the Stage for the Future of Retail: How the Brand Serves up Unique Customer Experiences by Integrating Their Mission and Strategic Omnichannel Retailing


I’ve had glasses since I was nine years old. Let me tell ya, finding the right pair of glasses is a struggle. Through my middle school years, I went from blue wire frames to green plastic to thick tortoiseshell. On and on they came and went as I tried to adapt my glasses to my current style.

Announcing Additional Questions for Web surveys


Up until now, the Additional Questions feature has been available for Email, Link, SDK, and Kiosk distribution channels. Today, we’re extremely excited to announce a highly requested addition to that lineup: Additional Questions for Web.

How to Launch Knowledge Management Fast for Better WFH Customer Service


Analysts and industry experts didn’t need a global pandemic to see the writing on the wall: customer experience will be a key differentiator this decade and beyond.

Brand Move Roundup – July 15, 2020

C Space

The Brand Move Roundup – July 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Black Hills Federal Credit Union: Serving Members Goes Mobile


Share This Story Black Hills Fede ral Credit Union (BHFCU) is proud to be a part of the communi ty they serve. They help members who are spread out across SouthDakota buy their first home, their first car, that second home, and even start businesses.

Content Moderation: The Importance of Employee Wellness

24-7 InTouch

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. High demand for digital content paired with unprecedented growth in online content upload volumes has attributed to its continued rise over the last couple years

Metro Transit is on the Road to Easier Customer Engagement with Messaging


Share This Story Public transportation in the metropolitan St. Louis area is on the move, and we’re not just talking about the buses and light rail system that transport over 36 million people every year.

CX Lessons from Jeanne Bliss Part 1 – The Dorchester Hotel Collection

Enghouse Interactive

Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. Here in the first of two guest posts she shares inspirational case studies from her latest book Would You Do That To Your Mother? The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience. So, when taking customer service decisions, imagine your mother as your customer.

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!

3 Ingredients to Deliver Customer Experiences that Exceed Expectations


Poly and Genesys have a long history of partnership and looking forward, we share a similar vision of where the contact centre is headed – a future where the call centre is transformed from being reactive and restrictive, into the centre of the organisation’s experience delivery. COVID-19 has changed where we work, how we work, [ ] The post 3 Ingredients to Deliver Customer Experiences that Exceed Expectations appeared first on Poly Blog.