OrecX

SEPTEMBER 28, 2020

The whole call center operation has literally transformed over the last six months, with most agents working from home. What impact has this had on customer service, if any? Well, it seems customers are largely giving businesses a pass in terms of CX in the age of COVID - at least for now. According to a report by SITEL": "More than four in five (85%) consumers have not submitted a complaint to a brand’s customer service department during the COVID-19 pandemic, while 14% have (down 18% pre-COVID

Call Center 71

Call Center Customer Service Customer Experience 71

ShepHyken

SEPTEMBER 28, 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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. (MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of c

Customer Service 186

Customer Service outsourcing Contact Center Customer Support 186

Ansafone

SEPTEMBER 28, 2020

First impressions are everything. The first contact with any business is usually a simple telephone call. When you are on a call representing your business, it is crucial that you are professional, friendly, and accommodating. However, “being professional” can be defined differently depending on whom you ask. Yet, there are some essential criteria to “being professional” … 5 Essential Criteria To Professional Phone Etiquette Read More ».

Contact Center 118

Contact Center Business Process Outsourcing outsourcing Call Center 118

Certified Languages International

SEPTEMBER 28, 2020

Working from home every day this summer made it pretty easy to establish a routine. And staying focused isn’t too hard when you turn on a 10-hour-long video of white noise and your housemate knows not to barge into the room during your weekly department meetings. But as summer began to crest into autumn and the back-to-school commercials became more frequent during the morning news, it finally dawned on me that our parent team members were in for another round of distance learning.

Technology 96

Technology Marketing 96

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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.

TELUS International

SEPTEMBER 28, 2020

Discover how businesses are adapting to make more resilient versions of themselves and creating interesting new dimensions to the customer experience in the process.

Customer Experience 85

Customer Experience Best practices 85

NICE inContact

SEPTEMBER 28, 2020

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel. In fact, it's so important to us that we created a special forum within our Customer Community, called IdeaConneXion, to gather user-generated ideas and foster collaboration between users and product owners.

Feedback 62

Feedback 62

Knowmax

SEPTEMBER 28, 2020

Call Deflection brings Customer Success in the Digital age.

Self service 98

Self service Customer Support Customer Experience Management 98

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. Stephanie Clarke. Mon, 09/28/2020 - 16:27. If they weren’t before, Covid-19 has made broadband services a vital lifeline for many people. . Throughout the pandemic a broadband connection has been the only way for many of us to socialize, check on our loved ones, work and learn. .

Customer Experience 52

Customer Experience Management Self service Telecommunications 52

CSM Practice

SEPTEMBER 28, 2020

In SaaS, renewals are a natural part of the customer journey. Sometimes they are seamless, other times a forcing function for change: either you pivot to increase the value of your solution or use it as a time to ‘part ways’ with an unfit customer. Either way, it is something all companies learn to manage as they scale. . Scaling being the key component, which may mean different things depending on a company’s product maturity, customer type, pricing, etc.

Management 52

Management Upselling Engineering SaaS 52

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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

CSM Magazine

SEPTEMBER 28, 2020

Having a good insurance policy for the car you drive is an essential part of owning a vehicle. Dealing with a company that gives great customer service and knowing that your policy will be honored when needed, is something all car owners strive for. Car accidents are more common than anyone would like to believe, but having a good car insurance policy will give you the peace of mind you need.

Transportation 52

Transportation Customer Service Personalization 52

Topdown

SEPTEMBER 28, 2020

The age-old saying goes, “Rome wasn’t built in a day”. In modern parlance, developing a new entity isn’t going to happen overnight, and neither will implementing a significant change to an already well-established organization. This concept holds especially true in the development of a comprehensive customer experience (CX) by creating and enacting a true CX implementation strategy.

Customer Experience 48

Customer Experience 48

Edify

SEPTEMBER 28, 2020

These last six months have been full of firsts. Some great, some, well, not so much. But, as I said a couple of blogs ago, focus on what you want more of. So in the spirit of that…hands down, my favorite part of the pandemic has been The Creative Pivot. No, it’s not a Fortnite dance. It IS a classic FRIENDS scene, but that’s not what I mean either.

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SmartKarrot

SEPTEMBER 28, 2020

SaaS industry has been taking a massive shape in the recent few years. The global SaaS market is expected to reach worth $130 billion by the end of the year 2020. With such a boom in the industry, entrepreneurs and SaaS founders are more than willing to stay updated on the current trends. There are multiple SaaS conferences that are happening towards that end all around the world that are worth attending.

SaaS 10

SaaS B2B Big data Technology 10

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

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

SaaS 105

SaaS industry standards Benchmark Accountability 105

SmartKarrot

SEPTEMBER 28, 2020

Sometimes it is just imperative to break free from the shackles of the 9 to 5 office life. It is nicer to take a break and catch up for some air. A vacation sounds great, doesn’t it? Let me introduce you to customer success conferences, which is like a vacation in disguise. Yes! As the demand for customer success is booming the market, so has the need for education arisen.

SaaS 10

SaaS Education B2B Marketing 10

Sykes

SEPTEMBER 28, 2020

Gen Zers are the true digital natives. From streaming to sharing, those between the ages 18 to 24 expect seamless connectivity — and their finances are no exception. The banking industry has shifted servicing dramatically from its beginnings as a brick-and-mortar stalwart to become far more digitally flexible. As one of many pandemic impacts, having a choice for complete online banking is an ageless expectation, however for Gen Z it has become a table stake.

Banking 52

Banking Finance Accountability Surveys 52

C Space

SEPTEMBER 28, 2020

The Brand Move Roundup – September 28, 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.

Advertising 40

Advertising Sales Marketing Accountability 40

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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