HelpCrunch
JUNE 11, 2020
Is there something a business can do to reduce customer churn and increase sales? The answer is pretty obvious: to fine-tune customer support. No matter what product you have, how skilled your team is, the [ … ]. The post 12 Surefire Practices to Provide Good Customer Service appeared first on HelpCrunch blog.
CSM Magazine
JUNE 11, 2020
Today, the importance of live chat for a company that provides customer service is beyond dispute. Live chat is now one of the components of virtually any customer support toolset and used by businesses as one of the active customer communication channels. The benefits of live chat are obvious. Customers prefer it for speed, convenience, smooth user experience that live chat provides.
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CSM Magazine
JUNE 11, 2020
As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence. IVR or Interactive Voice Response, the automated technology that answers incoming calls and provides instructions to customers, has been an essential part of the contact centre toolkit for many years.
Beyond Philosophy
JUNE 11, 2020
We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.
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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.
Contact Center Pipeline
JUNE 11, 2020
As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on by COVID-19. Hopefully, your center was able to respond to the pandemic with the least possible impact on your customers or your staff. Yet chances are, things could have gone better. […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Wowdesk Blog
JUNE 11, 2020
A great business or enterprise is the one that acknowledges complaints and works on it to improve its stand in the market. You are likely to come across a lot of complaints during your business span. A good complaint management system involves keeping a track of such complaints as well as the action taken against them. A lot of businesses create a dedicated spreadsheet to keep a check on its happenings.
ProProfs Blog
JUNE 11, 2020
Over the years, the world has ever-increasingly shifted towards a data-driven decision-making process. Organizations no longer make decisions only based on the fact that this would be a good market to expand into, or people might like this product, etc. All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture.
CSM Magazine
JUNE 11, 2020
NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations. Openly accessible to RPA professionals via the NICE RPA website and free of charge for a period of 6 months, the new version helps boost development skills in both attended and unattended automations.
Integrity Solutions
JUNE 11, 2020
There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. By Bob McCarthy. The financial services industry has been through its fair share of turmoil in recent years. And then along came a disruption at a scale so massive, it overtook everything else: the global economic and societal response to the coronavirus.
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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
Customers That Stick
JUNE 11, 2020
Empathy requires more than a shift in mindset; it requires a specific set of skills. As a customer experience strategist and customer service trainer , empathy has always been a cornerstone of our approach to customer experience and service. Customer experience is difficult and is defined more than anything by human emotion. Having teams that understand how to both have and demonstrate empathy is essential to delivering Hero-Class® service.
SharpenCX
JUNE 11, 2020
Companies who strategically invest in employee development see 11% higher profit than those who don’t. And, they’re 2x more likely to keep employees in their seats. Investing in your employees brings clear and quantifiable returns – we’ve said it before, and we’ll say it again. And again. (And probably a few times after that, too.). Yet contact center leaders still struggle to engage agents, develop their teams, and improve performance.
Toister Performance Solutions
JUNE 11, 2020
The cheerful agent helped a customer set up her voice mail greeting. The customer was ready to end the call when the agent asked, "Do you ever need to set an out-of-office message?" "As a matter of fact," said the customer, "I'm going on vacation in a few weeks." It took an extra minute to walk through the out-of-office process, but it saved the customer from having to call again in a few weeks.
Jon Arnold
JUNE 11, 2020
Virtual events are filling the void for in-person conferences these days, and I’ll be speaking at another one next week. This Friday, I’ll be speaking at the SCTC’s virtual Canadian event - details here - and next Wednesday, you’ll get a live version taste of what Chris Fine and I do on our monthly podcast, Watch This Space. This will be for another edition of Jeff Pulver’s #140ConfLive series - which I recently wrote about here - running next Wednesday, June 17, from 12-2pm EST.
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.
Eptica
JUNE 11, 2020
Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today.
TeleDirect
JUNE 11, 2020
Healthcare is personal by its very nature. The relationships between patients and caregivers – doctors, nurses, aides, and countless other providers – are the foundation of positive, meaningful healthcare experiences. And that’s precisely why some healthcare organizations are reluctant to implement virtual contact centers. Healthcare personnel are rightly concerned about how they can still offer personalized, patient-friendly service for a variety of processes, including: Appointments.
Interactions
JUNE 11, 2020
We hear a lot about the impact of Conversational AI on companies and their customers. But there tends to be an air of mystery surrounding the making of Intelligent Virtual Assistants, or any AI-powered product for that matter. Today, we’re pulling back the curtain. . This week, we spoke with Michael Johnston, Director of Research & Innovation here at Interactions, and Ethan Selfridge, our Conversational AI Manager.
Tethr
JUNE 11, 2020
Do you want to retain customers in the pandemic aftermath? You’ve got a lot to prove. Customers are more skeptical and wary than ever before. Pandemic-induced economic and social chaos has impacted the wellbeing and livelihood of people all over the world. Customer optimism and trust is in flux. Doubt is surfacing to the top and customers are fearful in who and what they can rely on.
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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.
Nicereply
JUNE 11, 2020
Finding real-life strategies to weave your metrics into your day-to-day life at work is the best thing you can do to keep your company healthy and keep your team members engaged. With so many amazing tools out there, it’s easy to get your hands on tons of customer experience data. There are so many new technologies coming out that it feels like we’re all living in a data playground.
Concentrix
JUNE 11, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, some countries are preparing to welcome foreign tourists as early as July 1 while others are more cautious. United States begins testing of new antibody-based treatment. The following is a roundup of key events that have happened around the world in the last 24 hours.
Guru
JUNE 11, 2020
Empathy is the ability to sense other people’s emotions, coupled with the ability to imagine what someone else might be thinking or feeling. The same empathetic practices we apply in our own lives can help us communicate in selling scenarios. Particularly during times of severe uncertainty, like the one we are living through now, it’s important to apply genuine empathetic outreach.
NameShouts
JUNE 11, 2020
In this user study, our latest series of blog posts, we’ll be diving into how some of our awesome users are pronouncing names correctly at work. James* has known for a while that pronouncing a name right is critical to surviving a cold call. This much was made clear by an early mentor of his, who suggested calling a client’s colleague or secretary to confirm a pronunciation.
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!
TeamSupport
JUNE 11, 2020
Did you miss Part 1 of this series? Go back and take a look for some great tips on taking a step back with the way your customer support team operates and identifying areas to make your support workflow more efficient. Once areas of clutter are identified, it’s time to begin truly making changes to the way your support team works and interacts with customers.
C Space
JUNE 11, 2020
Customer, Now. Nothing is changing faster than ourselves. Read more about this C Space project. What’s happening with customers right now and what should business do next? Suddenly, these two questions became a lot more complicated; the answers require us to get beyond the numbers, headlines and hyperbole in search of simple, scalable human truths. That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspecti
ConvergeOne
JUNE 11, 2020
There is an old saying: “Make your first crisis not be a real one.” Never has that been more apropos than during the past few months, with the COVID-19 (coronavirus) lockdown and shelter-in-place restrictions that most Americans have lived under. Now, we have lived in crisis situations before, and COVID-19 is not going to be our last or only pandemic, but it has been unique because of its universal impact, with almost no one spared; its duration; and the tidal wave of change it has brought about
LiveVox
JUNE 11, 2020
On-Demand Webinar: Empowering Agents & Optimizing Performance in Today’s WFH Environment with Lendit Fintech Full Transcript Todd (00:01): Okay, welcome everyone. Thank you for joining us for today’s webinar sponsored by LiveVox. So thank you to both Lindsey and Jim of LiveVox, and thank you to the panel for joining us today. Today, we will.
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
Hodusoft
JUNE 11, 2020
FMCG industries deal with high volumes of data generated by conversations, phone calls, and information gathered by bulk orders throughout the day. It is essential to sort and store the collected data in a well systematic way to make proper use of it. Call center software assists in doing so. Along with segregating the data, it also assists FMCG companies to function smoothly.
C Space
JUNE 11, 2020
The Brand Move Roundup – June 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
CSM Magazine
JUNE 11, 2020
As a manager, you always want to do your best to take care of your staff. However, you also want to encourage them to be more productive in the workplace. While it may be difficult at first, there are some techniques that you can introduce to motivate your employees to be more productive. Sound interesting? Then keep on reading! Encourage regular breaks.
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