Toister Performance Solutions

APRIL 16, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Your customers are facing unprecedented hardships. A lot of companies are making it worse. One study by Tethr analyzed over 1 million customer service calls from March 11 to March 26, 2020.

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The Call Center School

APRIL 16, 2020

With the COVID-19 pandemic, contact centers are facing new challenges each day. Your customer volumes are fluctuating. Your agent availability may have decreased. If you’re new to at-home work, your team’s productivity may be waning. How do you adapt to these volatile times while still focusing on customer experience? One short answer: skill up.

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Waterfield Technologies

APRIL 16, 2020

When your customers contact you for support, sales or other purposes, what’s their experience like? Do you have a system in place for measuring your customer experience? Tracking contact center […]. The post Call Center Metrics: Is Your IVR Contributing to a Better Customer Experience? appeared first on Waterfield Technologies.

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Contact Center Pipeline

APRIL 16, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and implementation of Contact Center strategy and associated technologies. Area of Expertise: Contact center strategic visioning; working with executive leadership […].

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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.

Calabrio

APRIL 16, 2020

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity.

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Serenova

APRIL 16, 2020

During the COVID-19 pandemic, companies worldwide have been laser-focused on supporting—and keeping—customers. But the most enduring brands know supporting their employees through chaos and uncertainty is equally critical for business continuity and long-term survival. For a Serenova global food manufacturer customer, scaling an internal HR access line to meet increased demand from employees with questions and requests related to COVID-19 was one way to provide that support.

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ProProfs Blog

APRIL 16, 2020

If content is the king, it owes its realm to good customer feedback. With the in-depth knowledge of the user’s perspective, the content marketing strategy gets closer to its goals, and online surveys are great to obtain this knowledge. The more you know about the expectations and necessities of your customers, the more valuable content you can create for them.

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Pipkins

APRIL 16, 2020

Week One’s Emergency Telework Takeaways. By now everyone has seen Jimmie Fallon’s adorable children invade his broadcasting while working from home. What is deemed adorable by television viewers is not necessarily viewed adorable by the business’s customers or the business owner. They may view the overlap of children or animals into your workspace as distracting, unprofessional, or non-productive – and they may be right.

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GetFeedback

APRIL 16, 2020

SurveyMonkey's VP of CX Christine Rimer shares her thoughts on the evolving role of CX to kick off our monthly LinkedIn livestream series.

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Customer Experience 78

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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

Surveys

VirtualPBX

APRIL 16, 2020

Not every inbound sales or customer service call your team will field is going to proceed smoothly. With our ACD Queues Pro capabilities of Eavesdrop, Whisper, and Call Barging, you can help smooth out the edges and train your employees to handle any situation. For call center managers and team leads, these features are a must when your agent count is large and your inbound calls are numerous.

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NICE inContact

APRIL 16, 2020

Contact centers can create a team approach that increases consistency and enables everyone to have their individual contributions recognized. Agents do what they’re incented to do, and the right incentives can create great experiences for all.

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Contact Center 71

Customercount

APRIL 16, 2020

Proper customer care will produce referrals, increase traffic and cause money to flow. It minimizes complaints and creates efficiencies. So why the resistance amongst business managers today? The post Why you should care about customer care appeared first on CustomerCount.

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Nuance

APRIL 16, 2020

We were all stuck at home. We were helpless! We wanted to help. What could we do? The Employee Communications team wanted to provide Nuance employees with the chance to do something, to say something – that’s how #NuanceThanks came about. We gathered thanks across the company and shared our gratitude in photos and videos. Even though our efforts were just words and images, it [.

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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.

Customer Experience

Hello Customer

APRIL 16, 2020

If you are familiar with Steven Van Belleghem, you'll know that he recently provided a full slide deck on how to focus on customer experience during and after the corona crisis ( Link to the slides here ). In his presentation, Steven claims that in order to win a customer's heart these days, there are 3 elements you need to focus on: Having empathy.

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inmoment

APRIL 16, 2020

Grocery stores and supermarkets are accustomed to being a central part of their customers’ lives, but in the age of COVID-19, many brands are finding that they are the only destination for customers—outside of their homes, that is. These stores are among the few specified “essential” businesses that remain open so home-bound customers can keep their fridges and pantries stocked.

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Concentrix

APRIL 16, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple countries have announced plans for the tentative re-emergence of citizens from lockdown measures. Other countries have also either extended lockdowns or ruled out the early lifting of restrictions as well. The following is a roundup of key important events that have happened around the world in the last.

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BlueOcean

APRIL 16, 2020

As we navigate these uncharted and rough waters, we find ourselves continually grateful for our employees and their commitment to our clients and each other. When we made the decision a month ago to transition more than 90% of our workforce to a work-at-home environment, we knew that one of our biggest challenges would be sustaining the Blue Ocean culture.

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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.

Self service

NICE inContact

APRIL 16, 2020

Contact centers can create a team approach that increases consistency and enables everyone to have their individual contributions recognized. Agents do what they’re incented to do, and the right incentives can create great experiences for all.

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Concentrix

APRIL 16, 2020

Learn why employee experiences are more important to the CX now than ever. The post CX Leaders: You’re on the Precipice of Innovation appeared first on Concentrix.

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Talkdesk

APRIL 16, 2020

The recent coronavirus outbreak has put unprecedented pressure on the customer service industry. Contact centers are dealing with a surge of calls from customers who often have urgent needs, increasing the variety and level of difficulty of questions. Agents must be well-trained and prepared. . Businesses are turning to self-service tools and digital channels to relieve incoming call volumes, but many are also scaling their workforce by rapidly hiring customer service agents or repurposing other

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Cincom

APRIL 16, 2020

Managed service provider sales requires an outcome-based selling focus. Product, especially complex-product sales , may benefit from an outcome-based focus, but benefits and features still play an important role for the buyer. Buyers of managed services, especially the decision-makers and influencers, are almost entirely concerned with their vision of success.

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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!

Feedback

Nuance

APRIL 16, 2020

To address the challenges of early detection of abnormalities within the lungs, Riverain Technologies has designed advanced AI imaging software that is now being used by leading healthcare organizations around the world. The software significantly improves a clinician’s ability to accurately and efficiently detect disease in thoracic CT and X-ray images.

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Concentrix

APRIL 16, 2020

Data-backed guidance on navigating these challenging times. The post 5 Things Feedback Is Telling Financial Services Executives appeared first on Concentrix.

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Feedback 62

Maru Group

APRIL 16, 2020

In a time of sheltering in place, video games are proving to be an outlet for control, connection, and creativity. What should gaming brands be doing to attract and retain new players? We’ve seen a dramatic increase in people reaching for digital entertainment as a means to cope with what the new-normal COVID-19 has imposed on the world. While many categories are faced with a rapidly declining user base in this unprecedented time, the video game industry is seeing a steep increase in users, fari

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TELUS International

APRIL 16, 2020

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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

Journey mapping

Jon Arnold

APRIL 16, 2020

The last industry event I attended was in February, at TMCnet’s ITExpo in Ft. Lauderdale, where I was Chair for the Future of Work Expo. That was a little over two months ago, and who knew what was coming? I’ve lost track of all the scheduled events that have since come off my calendar, and it’s possible we won’t be going to any live events for the rest of 2020.

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LiveVox

APRIL 16, 2020

COVID-19 Guidance to Keep Agents Productive and Connected: March 25 Webinar Full Transcript Our resident workforce optimization and product wonks Jason Queener, Nick Morris, and Boris Grinshpun take a deep dive into maintaining agent productivity in our new normal amidst the coronavirus pandemic. Below is a full transcript from our March 25th webinar.

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delighted

APRIL 16, 2020

As we continue to adapt to the conditions caused by COVID-19, businesses and institutions are finding it more important than ever to stay connected in an unobtrusive, meaningful way. Pulse surveys can help you do this. Customer experience surveys are at their core a communication method – designed to be quick for customers to answer, and easy for you to interpret.

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