Calltools

AUGUST 5, 2020

The number of remote workers has skyrocketed over the last few months as the COVID-19 pandemic forces companies to adapt. Some industries report that 58% of employees currently work remotely. Remote work offers some benefits. You may discover that your call center saves money by moving agents off-site. Depending on your future plans, you might even find that you can lower the costs of real estate, utilities, and other necessities.

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Call Center Management Interactive Voice Response Real estate 52

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people?

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Customer Service Customer Experience Management 396

UJET

AUGUST 5, 2020

After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.

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Personalization Marketing Management Accountability 133

GetFeedback

AUGUST 5, 2020

We’re excited to announce a brand new user interface (UI) thoughtfully designed with our customers in mind.

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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.

Hero Digital

AUGUST 5, 2020

What was once expected to be a multi-year process has now taken place in months or even weeks. And now that customers have made the transition, many say they may never visit a bank branch again. If we project this trend forward into the future, banks will need to find new ways to remain relevant to their customers, even as customers come to believe they need banks less.

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Banking 111

Ameyo

AUGUST 5, 2020

Being a trusted customer engagement software provider, Ameyo believes that businesses should focus on easing customer engagement journeys while also ensuring hassle-free customer interactions. This is utmost important. In order to maintain a high customer satisfaction rate, you should not forget to consistently improve the way you carry out your business operations to resolve your … Excel Customer Support With Ameyo: New Product Updates Read More » The post Excel Customer Support With

Customer Support 98

Customer Support 98

Spearline

AUGUST 5, 2020

To most organizations, Voice Over Internet Protocol or VoIP mobile services are a perfect option. This approach allows for more versatility than ever. Like for other technologies, running efficiently depends on the correct infrastructure. While VoIP has many important aspects, one of the most widespread and common problems that it faces is Jitter. The simple fact that the service is provided over an internet link is part of what makes VoIP Telephony so efficient.

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voip Wireless Technology Customer Experience 93

TeamSupport

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! It’s no secret that more B2B customers are using live chat than ever before.

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B2B Customer Support B2C Personalization 89

SharpenCX

AUGUST 5, 2020

Your customers follow the path of least resistance. It’s why people flock to channels like self-service and chat when it’s easy for them. And it’s also why they won’t stop calling you when their problem takes more than a few steps to solve. Companies with clunky, multichannel experiences still see an overwhelming amount of customers using voice over their fresh, new channels like Twitter and text.

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Self service Multichannel Scripts Contact Center 76

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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

Wowdesk Blog

AUGUST 5, 2020

If you are a business owner who has to tackle the hoard of emails and customer issues, you might have wished for an easy & less time-consuming solution to it. Well, the solution is the ticket system software. . A support ticket system is a software that supports queries with regards to emails smartly and efficiently. The ticketing system manages service by incorporating: Multiple users log in .

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Accountability Management Customer Support Customer Service 84

Hero Digital

AUGUST 5, 2020

What was once expected to be a multi-year process has now taken place in months or even weeks. And now that customers have made the transition, many say they may never visit a bank branch again. If we project this trend forward into the future, banks will need to find new ways to remain relevant to their customers, even as customers come to believe they need banks less.

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Banking 72

Playvox

AUGUST 5, 2020

For any company with a contact center, the words robotic process automation (RPA) may sound like replacing the human contacts with computer programs. But that is nowhere near the case.

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Contact Center Customer Experience 69

Guru

AUGUST 5, 2020

As industries across the board are navigating the transition to remote and asynchronous work, we turn again to the perpetual question: are employees less efficient working from home ? And if the answer is yes, how can employee efficiency be improved in 2020?

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Management 62

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

AnswerConnect

AUGUST 5, 2020

Missed calls are like an airline missing passengers’ bags, a mail-man losing letters, or a restaurant missing your order. Learn to retain loyal customers. The post How to Earn and Build Customer Loyalty appeared first on AnswerConnect Blog.

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Airlines 66

GetFeedback

AUGUST 5, 2020

Simplifying CX YouTube series on the most popular user experience terms.

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Concentrix

AUGUST 5, 2020

Capture unstructured feedback and get AI-powered insights. The post ConcentrixCX Text Analytics appeared first on Concentrix.

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Analytics Feedback 71

LiveVox

AUGUST 5, 2020

You can reduce long hold times and improve customer experience by using SMS as an IVR alternative. Problem Snapshot COVID-19 has created an increase in inbound call volume at a time when agent staffing may not be up to par. For companies who also handle outbound engagement, this creates an even greater challenge as blended […]. The post How to Use SMS as an IVR Alternative appeared first on Livevox.

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Interactive Voice Response Customer Experience 52

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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

inmoment

AUGUST 5, 2020

Financial services brands are facing more complex challenges than ever before, especially when it comes to customer experience (CX) and sparking business growth. Additionally, the added stress of COVID-19 makes finance an even more sensitive topic for customers than usual, making the experiences brands provide even higher risk. . Lucily, there is good news for brands even in these troubled times—if they play their cards right, they can use their experience programs to not only create great exper

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Finance Surveys Marketing Customer Experience 52

Working Solutions

AUGUST 5, 2020

Working Solutions chief executive Kim Houlne addresses the value of a blended workforce of in-office and remote customer service during the pandemic and its aftermath. In her piece, How to Make Work Work Again in Contact Center Pipeline, Kim outlines several aspects to consider now and going forward. They are: A flexible network that spans […].

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Customer Service Contact Center outsourcing Call Center 52

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

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Wait times Interactive Voice Response Customer Service Chatbots 52

Customercount

AUGUST 5, 2020

On Thursday, August 13, Resort Trades magazine is hosting the third interactive town hall. The focus of this event is to assist resort operators to maintain communications with owners to increase customer satisfaction and engagement. A registration form for the free event, videos of past events, and current updates about the session are available at […].

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Surveys Feedback Management 52

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

JustCall

AUGUST 5, 2020

Customer service is all about the 2 Qs - Quality and Quantity. Quantity as to how many calls you attend. And Quality is how well you attend. But oftentimes, when support agents are flooded with calls, the quality sinks. To avoid this, you must ensure you have the right technology at hand to efficiently handle the incoming surge of calls on time. So, this is where an automatic call distributor (ACD) system comes in.

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Interactive Voice Response Call Center virtual call center CRM 52

Jon Arnold

AUGUST 5, 2020

The August edition of JAA’s Communications and Collaboration Review went out yesterday, and if you’ve been through it, I’d love to hear your thoughts or ideas for future content. Travelling to industry events is a big part of our currency as analysts, and with that off the table, we just have to make do with virtual events. There are plenty of those to keep me busy, along with a steady stream of thought leadership projects for clients, several of which will be in the public domain this month.

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Employee engagement Technology 52

Creative Virtual

AUGUST 5, 2020

By Mandy Reed, Global Head of Marketing. It’s the age-old philosophical question: If a tree falls in the forest and no one is around to hear it, does it make a sound? A question that should be easier for companies to answer – and one that has become increasingly important this year: If your customers expect support on digital channels and you aren’t there to provide it, do you lose those customers to competitors who are?

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Virtual Agent Customer Experience Chatbots Self service 52

CSM Magazine

AUGUST 5, 2020

Can Artificial Intelligence (AI) really deflect calls away from the contact centre? This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer. . Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways.

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Government Automotive Chatbots Self service 52

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

Provide Support

AUGUST 5, 2020

The post 4 Tips to Encourage your Remote Customer Service Employees appeared first on Provide Support Blog.

Customer Service 68

Customer Service 68

CSM Magazine

AUGUST 5, 2020

Amazon’s CEO Jeff Bezos believes the customer is king. That belief has propelled what essentially started as an online book store into a trillion-dollar business – the first in history. But customer service can only work well if you have the right communication tools. These tools not only make it easier for you to reach out to your clients and get data from them, but they also help to analyze and manage that data to make informed business decisions.

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Customer Service CRM Surveys Sales 52

Zappix

AUGUST 5, 2020

Modern customer experience means implementing self-service capabilities and leveraging digital channels to deliver the interactions today’s consumers expect and demand. For any self-service project to be truly successful, leaders must focus on four key factors.

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Self service Customer Experience 40