Beyond Philosophy
MARCH 16, 2020
You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s what our research late last year told us. This episode of The Intuitive Customer reveals the trends we identified in our research late last year. While some of it was what we expected to hear, a few trends left us gobsmacked.
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.
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ShepHyken
MARCH 16, 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. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. (ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales.
CX Accelerator
MARCH 16, 2020
Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.
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ShepHyken
MARCH 16, 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. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. (ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Mindtouch
MARCH 16, 2020
In the effort to shore up key performance indicators (KPIs) as they relate to customer experience and the customer journey, too many organizations overlook the most important thing: the customer. Business process professionals commonly take an inside-only view of process that ignores external customers altogether or relegates them to a single undifferentiated swim lane in diagrams.
Ian Jacobs
MARCH 16, 2020
Contact center outsourcing is dead! Long live contact center outsourcing! A combination of brands’ moves towards true customer obsession and the advent of conversational AI and other automation such as robotic process automation (RPA) form an existential threat to the traditional business models for contact center outsourcers. Cheap labor and hyper-efficient processes don’t always lead […].
FiveStars
MARCH 16, 2020
We’re not going to sugar coat it: local businesses across the country are seeing their sales decline because of the coronavirus. As a business owner, the uncertainty of the long term effects on your bottom line can feel scary and overwhelming. Here’s what we are confident about: local businesses are resilient fighters, and even in […]. The post Your Customers Want to Support You During the Coronavirus Outbreak – Let Them Know How with These 8 Email/Text Ideas appeared first on Fivestars I
OctopusTech
MARCH 16, 2020
The e-commerce sector has made a drastic effect on the lifestyle of people. With everything just a click away, eCommerce stores have revolutionized the way people browse or shop products and services. The shopping experience for people has never been so easy. Furthermore, this industry is now leveraging technologies like Machine Learning, Augmented Reality and IoT to elevate the perks of shopping from the comfort of our homes.
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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
Outsource Consultants
MARCH 16, 2020
On Wednesday, the WHO officially designated the COVID-19 outbreak a pandemic – a new disease that is spreading worldwide. It’s not as if the world was sitting back and waiting for an official announcement before taking action, but this announcement certainly creates a heightened sense of urgency. As confirmed cases and quarantines grow in number, nearly every aspect of global business is feeling the effects.
Cyara
MARCH 16, 2020
Right now, there are so many great examples of fantastic, humanitarian efforts getting organized to counter-act the social and economic effects of COVID-19, like free educational services, temporary halts on things like evictions and utilities shut-offs due to late payments, and lightning-fast set ups of food and supply shelters. There’s a lot to be proud of!
Customer Experience Matters
MARCH 16, 2020
During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.
SharpenCX
MARCH 16, 2020
As you continue to find your way in these disruptive times, we wanted to let you know that we’re here to ensure you have the tools to run a successful virtual contact center. Many of our customers have been using it to support work-at-home (WAH) agents for years. In fact, one told us recently, “Your platform makes it incredibly easy to manage remote agents.
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.
Tethr
MARCH 16, 2020
Businesses tirelessly invest in new strategies, products, processes and services. If they’re doing it right, they’re also investing in the people who bring their offerings to life. Without the right kind of people, business strategies simply can’t be executed at the highest level. . Culture is derived from core values. Culture is a key component for a company’s success.
Jon Arnold
MARCH 16, 2020
Challenging times for sure, and we’ve got a few BCStrategies podcasts coming with various perspectives on the impact of Corona. Many UC&C vendors have already responded with free or discounted offerings to enable more home-based working, and this could well be a permanent shift. In the wake of Enterprise Connect being postponed - along with many other industry events - our first podcast in this series looks at the bigger picture for how enterprises should be thinking about remote working.
Integrity Solutions
MARCH 16, 2020
In worrying times, we most need leaders to build confidence and a coach to connect with us personally with encouragement about moving forward. By Mike Esterday. It’s a safe bet that you’re reading this as you juggle any number of concerns about the coronavirus crisis along with its economic and personal implications. Perhaps you’re working from home as so many of us are doing to prevent the virus from spreading.
bold360 Blog
MARCH 16, 2020
COVID-19, the disease caused by the novel coronavirus, has disrupted the way we live our lives. As we are seeing in Italy and now Spain, it is causing entire countries to lockdown and dramatically upend daily life. Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. All of these factors are presenting a near-existential crisis to companies worldwide.
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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.
Ian Jacobs
MARCH 16, 2020
The brand damage of poor customer service outsourcing had become apparent. So, why are more companies considering outsourcing more?
Skybridge
MARCH 16, 2020
When I first started thinking about what I’d say today, on St. Patrick’s Day, I had it all planned out. I wanted to talk about how, most of the time, “good luck” seems to come easier to those who have a good plan, a good team of people, and a good attitude. That’s especially true in business. I was looking forward to sharing that blog. But right now, I think I’ll save those thoughts for another time.
C Space
MARCH 16, 2020
Four Principles for engaging your customers, when you can’t meet them face to face. Making work work. Tweet. Kathryn Blanshard. Managing Director, London. We’ve pulled together some tips for our teams who are transforming their face-to-face sessions into remote experiences. We’re sharing them with you now in case they provide some inspiration or make your session a little more successful: Focus on building relationships: Allow space, time and permission for people to open up.
FluentStream
MARCH 16, 2020
Setting up the necessary components to enable your staff to work remotely can seem daunting. All the different moving pieces and logistics that need to be figured out is enough to make your brain hurt. Well, while we can’t help. Read More.
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
MARCH 16, 2020
NICE has announced CXone@home, a limited time offering to support organizations in their challenging time, as they respond to COVID-19. CXone@home cloud native offering is designed to enable contact centers to transition their workforce to work-from-home in 48 hours or less. CXone@home is also available to organizations with on-premises infrastructure that still do not use CXone and enables expediting their response to COVID-19.
FluentStream
MARCH 16, 2020
Considering allowing your team to work remotely, huh? I mean, why not? It boosts morale, saves costs and empowers your employees. Lots of articles by some very smart people have been written about the benefits. So, it’s a win/win/win situation…. Read More.
C Space
MARCH 16, 2020
Five Principles for engaging your customers, when you can’t meet them face to face. Making work work. Tweet. Kathryn Blanshard. Managing Director, London. We’ve pulled together some tips for our teams who are transforming their face-to-face sessions into remote experiences. We’re sharing them with you now in case they provide some inspiration or make your session a little more successful: Focus on building relationships: Allow space, time and permission for people to open up.
ChaseData
MARCH 16, 2020
Your call center staff handles a lot, every day. From irritable consumers to stressful deadlines and goals, your agents may sometimes seem like superheroes, getting it all done. And who leads those teams of courageous agents? If you’re lucky, it’s an equally full-mettle team of call center managers. What are the biggest problems facing your call center managers - and how can you help alleviate some of them?
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
Global Response
MARCH 16, 2020
Times change, but our values do not. In these uncertain times, Global Response remains committed to the mission we established more than 45 years ago. We provide exceptional, branded customer support, serving as an more. The post COVID-19 Response: Times Change, Our Values Do Not appeared first on Global Response.
Dialer 360
MARCH 16, 2020
Best political campaign strategies are essential for winning elections. It’s also a series of collective organized efforts to change someone’s views on exclusive agenda. Similarly creates a correlation between your potential audiences towards your election manifesto. Stages of Every Political Campaign. First, specifically powerful strategies can play a major role in success through a political campaign.
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