ScreenSteps Call Center
SEPTEMBER 21, 2020
We recorded an interview over Zoom to talk about some challenges you will experience when you try to create call guides for reps who are scheduling medical patients. The interview is broken up into several segments so you can scroll down to the section that interests you the most. Enjoy!
ShepHyken
SEPTEMBER 21, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly. (Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.
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TELUS International
SEPTEMBER 21, 2020
Working remotely has its fair share of challenges. Discover key strategies to inspire and engage your employees and keep your corporate culture going strong.
Talkdesk
SEPTEMBER 21, 2020
A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result? A gap that widens over time until companies fall so far behind that they need to completely overhaul their technology stack in order to support modern operational needs.
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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.
Certified Languages International
SEPTEMBER 21, 2020
Even before the COVID-19 pandemic, telehealth visits were on the rise — and with it, the need to bridge the communication gap for limited English proficient (LEP) patients. Over the past 6 months, many hospitals and healthcare systems have scrambled to support their LEP patients remotely. They’re using videoconferencing platforms like Zoom, GoToMeeting, and Webex that were not specifically designed to add medical interpreters into care delivery.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
SEPTEMBER 21, 2020
The COVID-19 pandemic has accelerated a shift in data analytics. Teams who once coped with fragmented, delayed reports can no longer get by with this approach; they need an ecosystem that delivers real-time, data-driven, prescriptive insights that help them respond and adapt to a tremendously dynamic (maybe volatile) environment. For example, there’s a greater need [.
ClientSuccess
SEPTEMBER 21, 2020
As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers. One thing that all CSMs are familiar with is customer churn. Unfortunately, no matter how much effort a CSM puts into their accounts there will be customer churn.
NICE inContact
SEPTEMBER 21, 2020
If CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors. A well-designed IVR, just like a competent butler, cordially greets guests, assesses the reason for their visit, and makes sure they reach their destination. This interaction sets the tone for the rest of the "visit.".
CustomerServ
SEPTEMBER 21, 2020
The decades-long debate comparing work-at-home vs. on-premise call center agents is a front-and-center topic today. Our industry is nearly six months into the workplace changes brought on by the coronavirus, and we are still adjusting to the current state of things. Many companies managed the sudden shift to work-at-home with few difficulties, while others are still struggling to overcome challenges, particularly with staffing, training, agent engagement, collaboration and attrition.
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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
GetFeedback
SEPTEMBER 21, 2020
Learn how you can transform customers into advocates throughout the digital customer journey.
ClientSuccess
SEPTEMBER 21, 2020
In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right? Yes. But by using these phrases interchangeably, it can cause confusion both to your customer, as well as to your internal team as to what the job responsibilities include.
bold360 Blog
SEPTEMBER 21, 2020
We are living in an unprecedented time when changes are coming faster than ever. People across the globe are shifting their behaviors and adapting to new ways of working, shopping, eating, interacting with one another and more. Digital transformation hasn’t just accelerated for companies but also for individuals. Today, more people work remotely (from home) and also shop, communicate, and entertain themselves via remote/online channels than ever before.
Vcaretec
SEPTEMBER 21, 2020
Customers today expect outstanding customer support 100% of the time. With new media and a variety of contact options, customers everywhere expect fast and efficient responses to any concern or question they may have. For many small or start-up companies, it can be difficult to find the time or resources to provide the kind of support and customer service that people today expect.
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.
NobelBiz
SEPTEMBER 21, 2020
The FCC is moving forward with the next steps in its efforts to combat robocalls. The current efforts on the road to implement the TRACED act focus on promoting the deployment of caller ID authentication technology , and STIR/SHAKEN implicitly, across the industry with specific rules and new deadlines related to that. With millions of illegal robocalls going out every day, many of them with the intent to defraud Americans, these actions are not only necessary, but they are also essential to the
Customercount
SEPTEMBER 21, 2020
In the final part of our Customer Feedback and Data Types mini-series, we consider the different data types business can collect and how CustomerCount can help in both collection and the analysis. The post Customer Feedback Management & Data Types 3 appeared first on CustomerCount.
NobelBiz
SEPTEMBER 21, 2020
The FCC is moving forward with its Second Report and Order on how to implement the TRACED Act and STIR/SHAKEN caller ID authentication technology. We review the current fact sheet in detail and present changes in order. The post STIR/SHAKEN Implementation Moving Forward with Next Steps appeared first on NobelBiz®.
Edify
SEPTEMBER 21, 2020
Having a good workspace is not only crucial in the modern workplace, but also for students adjusting to e-learning. Students as young as Kindergarten are now tasked with sitting in front of a computer screen for 4-6 hours a day, while trying to learn on a small laptop that they may or may not have ever used before. Older students may have less visible challenges than younger ones, but I assure you a proper workspace is crucial for the best learning experience for all ages.
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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.
C Space
SEPTEMBER 21, 2020
The Brand Move Roundup – September 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
SmartKarrot
SEPTEMBER 21, 2020
Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Now the need of an hour is to strategize more precisely your business processes to fit the right market. Customer focus service can be a competitive advantage if you have the right mindset.
C Space
SEPTEMBER 21, 2020
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SmartKarrot
SEPTEMBER 21, 2020
Metrics form an essential part of any business. For driving growth to any business, you need to know where you are and where you want to go. Metrics give you precisely that information based on which you can formulate your business strategies. Out of all the metrics for different business units, we are going to discuss today about the customer success metrics.
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!
C Space
SEPTEMBER 21, 2020
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Win the Customer
SEPTEMBER 21, 2020
The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.
C Space
SEPTEMBER 21, 2020
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NobelBiz
SEPTEMBER 21, 2020
The following is a list of call & contact center industry reports related to COVID-19. The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents. There’s no shortage of call centers that are outright refusing to move to remote work during the Coronavirus Pandemic.
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
CSM Magazine
SEPTEMBER 21, 2020
Running a business isn’t easy but having the right tools can make a big difference. Today is a great time as any to be an entrepreneur. This is mainly due to the fact that there’s a huge number of useful software solutions that can make life easier by boosting the efficiency of business operations. The key is finding the right tool. With so many different software solutions out there, how do you decide which ones you really need?
Win the Customer
SEPTEMBER 21, 2020
The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization like custom signs , a custom canopy , and any other customization is extremely customer-friendly.
Maru Group
SEPTEMBER 21, 2020
Being a parent and living through a pandemic has been tough going, both for parents and children. We know this from our recent COVID-19 tracker , which demonstrated that the health of the family was prioritised over many other factors such as personal wealth, fulfillment and the wider economy. Given the government and media focus on the sugar and fat content in food targeted at children, we wanted to hear the parents’ voice and, specifically, how they really feel food brands and manufacturers sh
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