Hello Customer
DECEMBER 18, 2020
For most companies, 2020 was a major rollercoaster. Some organizations have seen growth in an unexpected way. For many others, it’s been sink or swim. With physical branches closing and opening up again, revenue streams have been quite unpredictable. When your sales numbers have taken a hit, you want to understand where that change comes from. The first step?
ShepHyken
DECEMBER 18, 2020
This week we feature an article from Joseph A. Michelli , Ph.D., C.S.P., speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. It’s hard to remember those “good old days” before COVID-19. However, I do recall ending 2019 with a very positive outlook on the year ahead.
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Ansafone
DECEMBER 18, 2020
Covid-19 has changed much of what the world sees as normal. With many people having to work from home and others losing their jobs, many consumers’ spending habits have changed. This change in habits will force many companies to change the way they conduct business as well. There are many ways that Covid-19 will affect … The Effects of COVID-19 on Business in 2021 Read More ».
Talkdesk
DECEMBER 18, 2020
A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season.
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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.
ChurnZero
DECEMBER 18, 2020
With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Avoxi
DECEMBER 18, 2020
What every business needs is a robust and detailed continuity plan to help with disaster recovery. Operational downtime - no matter how short - can add undue burden and appear suddenly at any time. Companies have experienced losses of $10,000 to $5,000,000 per hour as a result of inactivity. Imagine if you lost a full… The post BCP: Prepping Your Call Center for the Unexpected appeared first on AVOXI.
Calabrio
DECEMBER 18, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data.
ViiBE Blog
DECEMBER 18, 2020
Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication. However, beyond those similarities, these two communication centers are quite different.
Calabrio
DECEMBER 18, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data.
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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
ViiBE Blog
DECEMBER 18, 2020
Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication. However, beyond those similarities, these two communication centers are quite different.
NobelBiz
DECEMBER 18, 2020
Season 1 of the First Contact Podcast was a major success. As we discussed some of the most important topics in the contact center industry, the feedback we received was amazing. We invite you to a Season 1 Overview as we get ready for the 2021 Season 2. The post First Contact Podcast | Season 1 Overview appeared first on NobelBiz®.
CSM Magazine
DECEMBER 18, 2020
The SMCR deadline is fast approaching, which will require employees working in regulated finance and investments firms to be fully compliant with the latest SMCR regime. The SMCR, which stands for Senior Managers Certification Regime, was launched by the Financial Conduct Authority, the City regulator to increase accountability for large investments and potential losses.
TCN
DECEMBER 18, 2020
Deciding on a contact center software can be difficult for any organization. That’s why it’s. The post 3 Ways Online Transcription Services Can Improve Your Contact Center appeared first on TCN.
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.
CSM Magazine
DECEMBER 18, 2020
According to a survey carried out by one of the UK’s largest employee benefits platforms, it has been confirmed that health insurance is one of the top 3 perks for employees going into 2021. This was part of a survey of over 500 individuals working across the UK, which also highlighted life insurance and childcare support amongst the top 3. The popularity of employee benefits has grown significantly in recent years.
Spearline
DECEMBER 18, 2020
With confirmed Covid-19 cases now exceeding 73 million across the globe and with some areas introducing curfews and returning to restricted movements, we continue to monitor the impact of the pandemic on telecoms infrastructure globally. ARGENTINA recently passed a tax on its wealthiest people to pay for medical supplies and relief measures amid the pandemic.
JustCall
DECEMBER 18, 2020
We're delighted to share that JustCall has been awarded as the 'Best Call Tracking Software 2021' by Digital.com. The award, based on reviews of different business tools and software, comes as a great source of recognition for us, at JustCall. About Digital.com's 'Best Call Tracking Software' Award. Digital.com grants the title of 'Best Call Tracking Software' to JustCall based on a proprietary sentiment analysis algorithm across different social media platforms.
Brad Cleveland Blog
DECEMBER 18, 2020
In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they finally do reach an employee. Valuable time is spent apologizing and delivering service takes more time.
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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.
Grupo Noa
DECEMBER 18, 2020
Call centers are essential for every business. No matter, whether a business firm deals in FMCG products or software services, offering timely services to customers matters a lot. In the context of Spanish call center outsourcing , a firm certainly needs an expert call center consultant that can provide multilingual contact center services. The latest research study says that the US is one of the most diversified countries with 80% of the foreign-born Americans speaks in a language other than En
Knowmax
DECEMBER 18, 2020
Use web self service software to help your customers be self dependent.
Brad Cleveland Blog
DECEMBER 18, 2020
In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they … Continue reading → The post Principle #2: Quality and Access to Service Work Together appeared first on Brad Cleveland.
Knowmax
DECEMBER 18, 2020
SEO knowledge base: Create Google optimized customer service content.
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!
SmartKarrot
DECEMBER 18, 2020
Source. As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry.
Knowmax
DECEMBER 18, 2020
Effective guide to outbound call center scripting.
SmartKarrot
DECEMBER 18, 2020
Role: Sr. Director of Success Location: Palo Alto, CA, US Organization: Bill.com As a Sr. Director of Success, you will scale our Customer Success organization, focusing on proactive engagement across our multiple customer segments. Identify, manage, and optimize all customer lifecycle stages, leveraging data, and deploying a combination of self-service and white-glove interactions.
Knowmax
DECEMBER 18, 2020
Best ways to handle customer complaints.
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
SmartKarrot
DECEMBER 18, 2020
Source. As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry.
Knowmax
DECEMBER 18, 2020
Create Inbound Call Center Scripting.
LiveVox
DECEMBER 18, 2020
The coronavirus (COVID-19) has been the single greatest challenge to the healthcare industry in 2020. COVID-19 has taken a huge toll on medical workers, the hospital system, and the country as a whole. As the country, and the world, struggles to get the virus under control, the pandemic has highlighted several additional challenges in the […].
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