TechSee
AUGUST 19, 2020
In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact. Known as “contactless service,” this new model is emerging as the goal of many of the world’s leading enterprises.
ShepHyken
AUGUST 19, 2020
What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences. So, does being a professional simply mean you’re paid to do whatever it is you are doing? I’ll answer that with a resounding, “No!
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ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr
The Northridge Group
AUGUST 19, 2020
At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. An organization like this may question whether it’s worth seeking guidance to take their call center to the next level.
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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.
GetFeedback
AUGUST 19, 2020
This report examines how COVID-19 has affected the ecommerce industry and the customer experience space.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
AUGUST 19, 2020
This blog was written by Allscripts General Manager and Vice President Tina Joros. The healthcare industry is experiencing a paradigm shift from the effect of the COVID-19 pandemic. But even as some things change, some things stay the same. Whether treating coronavirus patients, conducting telehealth visits or resurrecting services that were put on hold due [.
Eptica
AUGUST 19, 2020
Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retaine
SharpenCX
AUGUST 19, 2020
Social media has transformed the way we all live and work – slowly, then suddenly. And, as social media emerged as a new channel for brands to connect with their customers, bottlenecks appeared. How can I be active on my social accounts and post daily to build a brand? It slips my mind, then it’s 7 p.m., I’m eating dinner, reflecting on the day, realizing I missed my window to ship my message off into the world.
ViiBE Blog
AUGUST 19, 2020
Introduction. There are several ways a company can enhance its operations to create a successful call center. Today, omnichannel communication possibilities make customer support increasingly complex. Some companies have altogether gotten rid of classic phone support in favour of new chat options. Yet, 66% of customers report that they resolve their customer support issues over the phone.
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.
ForeSee
AUGUST 19, 2020
New report ranks top 25 providers, identifies CX trends, and shares COVID-19 best practices The new Verint Experience Index: Electric Utilities report reveals that delivering on CX pays off for.
inmoment
AUGUST 19, 2020
Financial services brands know that customers take their money seriously, so many of them leverage experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. However, these relationships aren’t the only things experience programs can support for brands. In fact, many financial services companies use their customer experience programs as a primary tool to influence key business outcomes.
Injixo
AUGUST 19, 2020
Erlang is a commonly used term in the telecommunications and call center industry. As a contact center professional, you’ve most likely come across the popular Erlang C formula, Erlang calculators and other tools to compute… well what exactly?! What does Erlang actually do and how is it applied especially in the call center resource planning domain?
Calltools
AUGUST 19, 2020
Operating with efficiency is crucial to a call center’s success. Monitoring key performance indicators (KPI) helps your managers pinpoint the areas that need improvement. This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Improving your companies performance requires that you take a proactive approach with these metrics.
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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.
CSM Magazine
AUGUST 19, 2020
A law firm is nothing without a good client base – but a good customer relationship isn’t built overnight. In order to form a strong connection and give your client the most satisfying experience, you need to start with a good first impression, which is, of course, good customer service! There are plenty of factors that make a law firm well-known and respected, and customer service is definitely on top of the list.
Vcaretec
AUGUST 19, 2020
Customer support is vital to any well functioning business. For this reason, many businesses choose to outsource customer support to client services experts who are trained in resolving customer issues quickly, efficiently, and with a smile. When a company chooses to outsource their customer support, they have a variety of decisions to make including whether or not the outsourced company understands their industry well enough, how experienced the customer support team is, and where the outsource
Avoxi
AUGUST 19, 2020
The expectations of your frontline agents are pretty high, right? You want your agents to wow their prospects and customers with quick-thinking and accurate responses, but how are you going to make it happen without the proper tools in place? This type of customer-first service needs customer-first technology to succeed. Virtual call center software was… The post Virtual Call Center Benefits to Accelerate Your Business appeared first on AVOXI.
Contact Center Pipeline
AUGUST 19, 2020
The idiom “Open the Door” is defined by Merriam-Webster as “to make something easier.” Who isn’t interested in making something easier? Think back on the past couple of years and the push toward improving the customer experience. This has put a lot of value on making things easy for consumers. Which Door Will It Be? […].
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!
SmartKarrot
AUGUST 19, 2020
Role: Strategic Executive Account Manager Location: Texas, Austin, US Mountain View/Sunnyvale, CA, US Organization: Synopsys Inc Synopsys is seeking someone who can strengthen the relationships and grow the business on a worldwide basis with the customers and eco-system partner. Expand Synopsys Solutions to achieve revenue and booking goals in the strategic account.
ProProfs Blog
AUGUST 19, 2020
In a parallel universe, customers might be 100% satisfied with every brand they buy from. However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for a
Wowdesk Blog
AUGUST 19, 2020
It’s crucial to earn customer loyalty in business these days. . Loyal customers rarely shift to competitors. They share their positive experience with your company through word of mouth, it means they bring more customers to you without your direct efforts. . So the question is, how do you earn loyal customers? The answer to it is straightforward – exceptional customer service. .
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
CSM Magazine
AUGUST 19, 2020
Amazon is an online retailer that has been with us for over a quarter of a century and its efficiency and popularity are now the envy of the world. Amazon was founded in 1994 by Jeff Bezos in Seattle, U.S.A. It is a company that, while it came from humble beginnings, is now one of the Big Four tech giants that dominate the digital world. Amazon is instantly recognizable and is the first place many people go to so that they can buy legitimate, authentic, and discounted goods.
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