Wed.Apr 15, 2020

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A Checklist for Migrating Your Contact Center to the Cloud

Contact Center Pipeline

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty. Given that contact centers often support customers in stressful or frustrating situations, the need for high-quality service is even more […].

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Practice customer-first marketing during a crisis

Tethr

Most marketing teams are doing everything they can to keep their companies afloat during the COVID-19 pandemic. While outstanding marketing is just as important now as it was before this all came into play, it’s important to remember to be human when creating messaging, content and strategies. As award-winning author Jonah Sachs once wrote, “Good marketers see consumers as complete human beings with all the dimensions real people have.”.

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Trending Sources

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Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

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Put Some Fun Into Serious Business

ShepHyken

The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example. In a legal agreement—like the agreements we accept online when we sign up for Spotify or Netflix—there is usually a lot of “fine print.

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The 2023 Verint Experience Index: Retail

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

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20 Effective Email Management Tips Trending in 2020

ProProfs Blog

We were in a discussion at ProProfs about utilizing working hours productively, and that’s when one of the team members mentioned that he spends about 40% of his time checking and managing emails. This was actually alarming, as 40% is a significant amount of time. That’s when we realized that as an organization, we need to work on the overall email management skills if we want to boost productivity levels. .

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How to Train, Support, and Coach Customer Service Agents

Fonolo

There’s always a script — a basic list of questions or responses to customers who have issues. Managers and business owners spend countless hours analyzing data and/or speaking with customers to be able to produce at least that: a script. But how effective is it? Whether it’s for existing products or new features, there are times when you have to teach your employees new skills that will help them fulfill their responsibilities.

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Managing Remote Customer Service Teams: 5 Ways to Improve Agent Productivity Today

Playvox

Remote work is anything but a novel concept. Businesses have been steadily moving toward a work from home model for years now. With the ever-shifting nature of our world right now, where remote work has accelerated during March and April of 2020, it will only become a more prevalent transition to keep remote teams socially close.

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How Remote Teams Can Enhance Productivity While Working From Home

OctopusTech

With India and many countries around the world in lockdown due to coronavirus, many companies have their staff working remotely from their homes. Different departments are learning to collaborate with each other over the phone and other online messaging/video conferencing systems. There are many teams that are experiencing this the very first time. The same goes for many companies where work from home was not part of their culture.

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Five Types of Badly Written Knowledge base Articles (with examples)

Unymira

A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy, flavorless apple makes a dreadful snack, bakes a tasteless pie, and ruins a green salad. To improve the dish it’s added to, the apple must be delicious itself.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Five Quality Management Problems — Solved by Analytics

NICE inContact

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

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Zoom Bombing or Bashing? Our Latest BCStrategies Podcast

Jon Arnold

Zoom is certainly having its Covid moment, and like Google, it’s become a verb - or two, or three. The company is absolutely in the right place at the right time, and when we’re not busy working, we’re often helping family members use Zoom, if not Zooming ourselves. Enough, already! Our group at BCStrategies has just weighed in with our take on Zoom, but also with a more critical eye given all the vulnerabilities and privacy issues that been front and center with the company.

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Business Owners to Business Owners: COVID-19 Ideas & Advice from Fivestars Local Businesses

FiveStars

At Fivestars, our company’s mission is to help local businesses and communities thrive. It’s those same businesses and communities that are now struggling with the economic downturn the Coronavirus has created. To better understand COVID-19’s impact, we surveyed the 15,000 small business owners within our Fivestars network. As you might guess, our surveys and internal […].

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DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. 4/8/2020. New-gen WFM takes staffing and service optimization to the next level. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

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The Open CCaaS Advantage Report

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.

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COVID-19 Global Update April 15, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple countries have introduced various extensions to nationwide lockdowns. Other countries have begun to announce plans for the re-emergence of citizens post-lockdown. The following is a roundup of key events that have happened around the world in the last 24 hours.

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DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040

DMG Consulting

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. 3/4/2020. 5 to 20 year vision and projected actions to achieve the future state. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases Future Contact Center Outlook, 2025 – 2040.

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Be the Leader You are Meant to Be—Even from Your Living Room, Part 2

TeamSupport

In Part 1 of this series, we introduced Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People , who says that “Right now, you as leaders have only one option: Lead your way out of this challenge.”. We continue our chat with Mike, talking about how to keep things fresh as the weeks go on and how to reacclimate to working “together” in the literal sense when our workplace doors open back up.

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Successfully switch your contact center to a remote workforce of at-home agents in three simple steps

LiveVox

Successfully switch your contact center to a remote workforce of at-home agents in three simple steps If your contact center is about to make the transition to an at-home agent workforce or is somewhere on the journey already, it can be easy to feel overwhelmed. For a successful switch, focus on the core elements that. The post Successfully switch your contact center to a remote workforce of at-home agents in three simple steps appeared first on Livevox.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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5 Common Digital Transformation Pitfalls You Need to Avoid

Connect

Digital transformation reaches to the foundations of an organisation – for most companies, today’s wave of digital technologies involves a sea change in the way things are done.

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Charting Your Re-Entry Into the Post-Pandemic Economy

Skybridge

5 Questions to Guide Your Process. Business leaders across the country continue exploring every conceivable way of adapting to the unprecedented stresses and challenges of the current coronavirus-driven economy. At the same time, there is a growing awareness that, even after the threat of coronavirus has passed, it will leave in its wake a vastly changed economic landscape.

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Customer Service during Lockdown: Is Your Call Center Prepared?

Working Solutions

We’re just months into a new decade, and already, everything has changed. The world is enduring a once-in-a-century crisis—COVID-19. The virus shut down much of public life and forced most businesses to work virtually. Nobody can say for certain how many months, or even years, it’ll take to get back to normal—and if “normal” will […].

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Targeting business buyers at home

Hero Digital

The global COVID-19 pandemic has created a wide range of new business challenges for B2B companies. One of the most under-recognized among them stems from our spontaneous transition to working remotely — and no, I’m not talking about barking dogs or bored kids. I’m talking about the impact on paid media programs. Most B2B brands are trying to reach specific stakeholders at a subset of companies within limited industries.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Why an Answering Service is Critical to the Medical Field During COVID-19

A Better Answer

Outsourcing medical answering services for the medical industry is not a new trend; it has been a widely used option now for decades. However, as COVID-19 spreads globally, health care workers on the frontlines are at risk of acquiring this dangerous disease. The medical industry has been overwhelmed with this pandemic and it is an “all-hands-on-deck” time right now.

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Redefining your B2B marketing priorities during a crisis

Hero Digital

The 24-hour news cycle has become exhausting. From the pandemic itself to its socio-economic and political ripple effects, it’s hard not to be overwhelmed. According to top business analysts, this may be the most important economic shockwave of our lifetime. And that means our businesses and day-to-day job functions are equally disrupted. So it goes without saying that the linear marketing plan that you’d developed for the next 6-12 months is now practically obsolete.

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7 Customer Retention Strategies That Work

CSM Magazine

If someone chose your products or services, this doesn’t mean your mission is done. Yes, it is great that you managed to get one more client to your business’s portfolio, but you should also focus on retaining that customer. Why is this so important? Customers that remain loyal to your business will bring in other clients. And no advertising method is more effective than recommendations coming from your existent clients.

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Keep your customers close with ABM

Hero Digital

Like most of us, your clients are in uncharted territory. COVID-19 has turned life as they know it upside down. They’re nervous and uncertain about how to move their businesses forward — and competitors are taking advantage, dangling special offers and lower-cost alternatives to lure them away. “We must change our mindset from winning more to losing less.” This is now an “all hands on deck” situation, and Marketing is uniquely positioned to support these efforts in a variety of ways

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Puzzel Acquires U-WFM to Add Employee Engagement and Scheduling Suite

CSM Magazine

Puzzel, a leading European Contact Center as a Service (CCaaS) provider, has announced the acquisition of U-WFM a leading provider of workforce management and optimization software. Headquartered in Sheffield, U.K., and with customers across the U.K., U.S. and Australia, U-WFM’s solution gives its customers the ability to forecast demand, monitor adherence, and optimize their contact center operations for companies of all sizes and across any industry vertical.

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A practitioner’s guide to ABM during a recession

Hero Digital

As of the time I’m writing this, there are over 2.5 billion search results for “account-based marketing.” So, what on earth could I say about it that hasn’t already been said? The thing is, most of that content was written by either ABM technology companies or analysts — people who work around ABM. They may advise brands and help clients get started with account-based strategies, but their business is selling you ABM.

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Brand Move Roundup – April 15, 2020

C Space

The Brand Move Roundup – April 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).