Mon.Sep 21, 2020

How Can You Write Better Call Guides for Reps Scheduling Medical Patients?

ScreenSteps Call Center

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!

5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

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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Making remote an advantage for your contact center

Talkdesk

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?

How data analytics helps achieve better outcomes for patient and healthcare providers

Nuance

The COVID-19 pandemic has accelerated a shift in data analytics.

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!

Accessing Interpreters for Telehealth Made Simple with 3-Way Video Calls

Certified Languages International

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.

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3 Ways a Customer Success Platform Helps Reduce Churn and Grow Revenue

ClientSuccess

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.

5 Ways To Increase Sales and Customer Engagement for Your Shopify Store

Win the Customer

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.

Sales 89

Organizations of all Sizes Can Benefit from these 8 IVR Capabilities

NICE inContact

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.

Work-at-Home vs On-Premise Call Center Agents – A Comparison

CustomerServ

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.

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!

Five Tips to Enhance Your Kid's e-Learning Experience

Edify

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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AI Just Isn’t There Yet: Why Customer Service Still Needs the Human Touch

CSM Magazine

Every single business is currently facing a rather odd caveat. When you are actively involved in a specific undertaking, you are often too close to it to spot certain types of problems. A great example was the Amazon Fire Phone.

Providing Employees and Customers Answers at a Time of Uncertainty, Rapid Change and Working From Anywhere

Bold360

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.

Part 1: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

Team Support

We’re lucky to be living in an age where technology is constantly evolving. Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind.

B2B 56

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

8 Essential Types of Software Every Business Needs

CSM Magazine

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.

Why Your Company Should Hire a Contact Center for Customer Support

Vcaretec

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.

Customer Feedback Management & Data Types 3

Customercount

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.

STIR/SHAKEN Implementation Moving Forward with Next Steps

NobelBiz

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 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!

Five Times the Erlang Formula Won’t Help You

CSM Magazine

The Erlang formula has stood the test of time in providing a framework to predict staffing requirements for optimal operational efficiency in contact centers.

Getting Finance Behind Your Digital Transformation Project

Cincom

Chief Financial Officers (CFOs) and finance departments in general are critical to the success of almost any digital transformation project. After all, in the world of business, support for a project can be quantified in terms of dollars made available for that project.

Protected: Episode 13: Embracing our truths

C Space

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52

Parents No Longer Feel Food Brands Care – What’s Happened?

Maru/Matchbox

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.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Protected: Episode 13: Embracing our truths

C Space

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52

What is Customer Focus: 7 Ways to Build a Customer-Focused Culture

SmartKarrot

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.

Protected: Episode 13

C Space

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52

Customer Success Metrics: Qualitative vs Quantitative Data

SmartKarrot

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.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Brand Move Roundup – September 21, 2020

C Space

The Brand Move Roundup – September 21, 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.

Brand Move Roundup – September 18, 2020

C Space

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.