Nicereply
MAY 11, 2020
Spend time collecting enough data to geta reasonably reliable picture of your customer loyalty. . Think back to the last time you needed to buy a computer. If you’re an Apple user, there’s a good chance you’ll consider them again. You’ve had a good experience with them in the past. You consider them easy to use, their customer service is great and the computers last a long time.
Comm100
MAY 11, 2020
Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!
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Talkdesk
MAY 11, 2020
This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.
Callminer
MAY 11, 2020
When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied.
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Steve DiGioia
MAY 11, 2020
I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
MAY 11, 2020
In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. With the massive investments that have poured into our industry in the past few years, it’s most important to discover the truth about AI, so you and so many other contact center leaders can prevent regrettable decisions. STOP : What are the truths of AI in contact centers?
Callminer
MAY 11, 2020
Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.
Peter Lavers
MAY 11, 2020
Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed!
Lumoa
MAY 11, 2020
As the business world changes at a rapid pace, companies must adapt to stay ahead of the competition. This shows the importance of a superior customer experience, as it not only drives revenue but also builds emotional connections with the brand. 83% of millennials and 85% of business buyers consider this a key factor in their purchasing decisions. In fact, more than half of customers have a strong emotional attachment to the businesses they regularly purchase from.
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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
Inbenta
MAY 11, 2020
What is digital customer experience? The digital customer experience is the sum of all the digital interactions between a customer and a company, and the customer’s impression of them. In the business world, the notions of ‘digital customer experience’ and just ‘customer experience’ are often confused or mixed together. Customer experience is a broad concept that covers both traditional communication channels and new digital interfaces for interacting with companies, whereas digital custom
C3Centricity
MAY 11, 2020
By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today?
NICE inContact
MAY 11, 2020
At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment. According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.
Tethr
MAY 11, 2020
Call centers should activate leadership activities that can become valuable strategies in the workplace. When done correctly, these activities can impact the attitudes of call center agents by making them feel supported and appreciated in the workplace. The responsibilities of a call center manager are complex and always evolving. When it comes to hiring, training and monitoring agents, there are many aspects at play.
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.
pindrop
MAY 11, 2020
Ensuring customer experience in a large organization is often tricky as trainers and trainees, as well as their environments, vary. However, in the contact center, significant opportunities exist in customer experience due to self-service options in the IVR and customer experience professionals who are trained specially for customer satisfaction. . As call centers restructure themselves to fit social distancing needs, call center leaders should consider how they can ensure customer experience in
Spearline
MAY 11, 2020
Jitter. What is Jitter? What are the different Jitter Types? What causes Jitter? How to reduce Jitter. 1. What is Jitter? Nowadays, telecommunications traffic mostly passes over a packet-switching network and very often over the public internet. Speech data is translated into packets for call participants and redirected 'toward' a recipient.
Nuance
MAY 11, 2020
This post was previously posted on Healthcare IT News on October 11, 2019. Republished with permission. I’ve been writing recently about the financial well-being of rural and critical access hospitals: about their struggling to stay in business, and how establishing a clinical documentation improvement (CDI) program can help keep the doors open. The reasons for my interest [.
BlueOcean
MAY 11, 2020
It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Listen to the audio or read the article. Three months later – May, 2020.
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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.
Concentrix
MAY 11, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple countries today implemented measures designed to gradually restart economic activity. The following is a roundup of key events that have happened around the world in the last 24-48 hours. Global update: There have been 4,210,318 confirmed cases of COVID-19, 1,505,945 recoveries and 284,448 fatalities reported globally to date.
BlueOcean
MAY 11, 2020
It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Three months later – May, 2020. Place: Your living room couch. Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even star
NICE inContact
MAY 11, 2020
At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment. According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.
Talkdesk
MAY 11, 2020
“Since moving to Talkdesk, we have shifted our entire workforce out of the office and into their homes, quickly and easily. Talkdesk is enabling our business, and our employees, to continue working through the coronavirus pandemic and future-proof our operations going forward,” said Thomas Levine, vice president, security and infrastructure, ITS. Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and servic
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!
CSM Magazine
MAY 11, 2020
Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released today by AI-driven gig customer service platform Limitless. The gig customer service model is already in widespread use at companies such as Microsoft, Unilever and Sage.
JivoChat
MAY 11, 2020
JivoChat is more than just a way of communicating with customers. We provide a service that helps you set up communications, develop relations with customers, retain them, and get more orders. For that, we are adding new CRM features. Tags. Clean up your database through segmenting users by specific criteria. Create your own set of tags to find out the most frequent customers’ requests, share of special-purpose requests, and ratio between first-time and repeated requests.
Skybridge
MAY 11, 2020
This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe. I always appreciate these anniversaries as poignant reminders of our Greatest Generation’s heroism and selflessness. But this year, as I watched the black-and-white film clips and the laying of wreaths, I was also reminded of something more.
City Communications
MAY 11, 2020
If you lived on an island that had only one bridge that connected you to the mainland for all of your food, water, and supplies, you would want find backup solutions in the event that the bridge was knocked out of service. You might get a boat, or a plane, but the most stable solution would be a a second bridge that connected you to another island. With SD-WAN and a second internet connection, we are basically doing the same thing.
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
Skybridge
MAY 11, 2020
This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe. I always appreciate these anniversaries as poignant reminders of our Greatest Generation’s heroism and selflessness. But this year, as I watched the black-and-white film clips and the laying of wreaths, I was also reminded of something more.
C Space
MAY 11, 2020
The Brand Move Roundup – May 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
bold360 Blog
MAY 11, 2020
We’re working differently now. And it’s hard. We’re carrying a lot. Consequently, we often get caught up in the big things. We say, “Let’s focus on digital transformation or let’s talk about reinventing the workforce.” While those topics are important, they also can seem daunting or overwhelming. Better idea — let’s make little moments matter.
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