Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.

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ShepHyken

NOVEMBER 27, 2020

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

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Contact Center Pipeline

NOVEMBER 27, 2020

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home to work remotely. However, the challenge is that not everyone has been set up in a safe, secure work environment. Now that more months have passed, we can reflect on what […].

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CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Four out of ten businesses reported that they had found working from home ‘more effective’. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.

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Eptica

NOVEMBER 27, 2020

Date: Friday, November 27, 2020 Author: Pauline Ashenden - Demand Generation Manager How do you create super-agents in your organisation? Published on: November 27, 2020. Author: Pauline Ashenden - Demand Generation Manager The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved.

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Enghouse Interactive

NOVEMBER 27, 2020

Over the past few years’ customer service has undergone a huge transformation. It has never been more important to winning and retaining customers, with more demanding consumers asking more queries , across more channels than ever before. At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that 83% of consumers are happy to use web self-service systems in order to help themselves.

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CSM Magazine

NOVEMBER 27, 2020

Having the long-term support of your customers is absolutely essential these days. Now that business has so heavily moved online, people have so many options for getting the products and services they need, and getting their attention can be brutally difficult. If you can retain the customers you win — even forming a community around your brand — then you can thrive.

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Ameyo

NOVEMBER 27, 2020

There are many definitions of cloud contact center available and today we also define it. A cloud call center is defined as a system to handle customer calls and interactions over the internet. In a cloud setup, the call center agents can work from anywhere in the world, without the restriction of working from their … Must-Have Features of Best Cloud Call Center Software Read More » The post Must-Have Features of Best Cloud Call Center Software appeared first on Ameyo.

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Hodusoft

NOVEMBER 27, 2020

To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. They must know what went down between their customers and agents during the call and how well agents stick to compliance and quality guidelines. So, what’s the best way to keep an eye on the daily operations of a contact center?

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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

NOVEMBER 27, 2020

Keeping your employees safe and satisfied is key to creating a friendly and supportive atmosphere at work. Sometimes those basic rules can be neglected due to burning deadlines or an enormous amount of work. It is essential to understand that continuous violation of working conditions and employees’ labor rights may lead to staff turnover or even a workers strike.

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Quiq

NOVEMBER 27, 2020

Share This Story Today’s smartphones offer a simple, convenient source of both work and entertainment, and businesses are using this to their advantage. Outbound messaging can promote special offers, discounts, and other benefits with repeat customers. The challenge is that an outbound text messaging campaign can hit or miss depending on the language and the timing.

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Hello Customer

NOVEMBER 27, 2020

Ghent-based Hello Customer ranks among Belgian’s leading tech companies. Deloitte has included this SaaS company, which collects customer feedback and analyses it using artificial intelligence, in their prestigious ranking, the Fast 50 Belgium. That honor was topped by the news that Hello Customer won the Fast 50 award for the fastest-growing company in the ‘digital content, media and entertainment’ category.

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CSM Magazine

NOVEMBER 27, 2020

Exceptional circumstances create exceptional business decisions. And that couldn’t be more true in 2020 where businesses have been forced to adapt to a remote working model. To be honest, working from home was probably a trend already on the table and something that would happen eventually. But the events of this year have made business leaders have to react.

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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

Blueship Call Center

NOVEMBER 27, 2020

Call center services are a major cost center for businesses. Whether they are run in-house or outsourced, the costing of a call center is a major concern, more so, when they are not producing positive results. Setting up infrastructure, procuring technology solutions and HR management take out a major chunk of cash from the coffers of entrepreneurs.

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SmartKarrot

NOVEMBER 27, 2020

Role: Customer Success Director Location: Austin, TX, United States Organization: SpyCloud As a Customer Success Director, you will be responsible for maintaining solid industry knowledge and a comprehensive understanding of SpyCloud products and services. Create, execute, and oversee account plans to track customer opportunities, activities, and projects and ensure engagement by appropriate parties throughout.

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Maru Group

NOVEMBER 27, 2020

We’re pleased to continue our Reinventing the Holidays series, this time covering Hanukkah in the US. As a refresher, this series centers on a central question for consumers and brands alike: what does the 2020 holiday season hold? With so many risks, and so many parts of our lives transformed by COVID-19, how can we still make this time of year special?

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