Fri.Jun 26, 2020

Work at Home: Focusing on the People Issues

CCNG

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. In this brief video clip Tina focuses on how to support your people during this transition, with some best practices around employee communication, leveraging video tools, the importance of increasing employee engagement and other tips to keep things positive and productive.

CCNG 150

Guest Post: Customer Service Automation During COVID-19. When and How to Use it Right.

ShepHyken

This week we feature an article by Daryna Lishchynska, a Content Manager at BotsCrew. She shares research and information on how brands can transition their services to online platforms during COVID-19. This article was previously posted on BotsCrew’s blog. The outbreak of COVID-19 has made a massive impact on most of the businesses – from grocery stores to luxury goods brands.

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What Is COVID-19’s Effect on Customer Churn—And What You Can Do About It in 5 Steps

Totango

The COVID-19 pandemic increased the risk of customer churn across almost every industry. Forrester predicts that software growth as a whole will slow down to two to four percent or may be flat if a recession occurs. However, you still have a say in how well your business makes it through this period. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win.

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Cyara Included in the Forrester Wave: Continuous Functional Test Automation Suites Q2 2020

Cyara

I’m so excited to share that Cyara is included in the just published report: The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020. As Diego Lo Giudice wrote in his blog on this Wave, “…being among the top 15 players in the market in a Forrester Wave™ evaluation is always a win. Because the vendors are being compared with a peer group of test automation vendors that form, based on Forrester’s research, the top 15 performers among all.”.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

VIDEO: How to Be a Truth Teller

NobelBiz

This is First Contact: Stories of the Call Center. In episode 6, we talk with Rebekah Johnson about robocalls and the work she's doing on STIR/SHAKEN and toeing the line between the regulatory bodies, the consumers and the many contact center companies! The post VIDEO: How to Be a Truth Teller appeared first on NobelBiz®. Blog Leadership

InformaTech

InformaTech

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Cloud IVR Technologies Offer Contact Centers a Cost-Effective Solution to Improve Customer Service

Noble Systems

What is Cloud IVR? . The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. With a cloud based IVR solution, companies can benefit from the use of modern, efficient cloud-based technologies. These are typically offered on a consumption-based model. Interactive Voice Response (IVR) is an automated system generally used by contact centers that answers incoming calls and then interacts with callers via recorded prompting to gather information.

Alorica Bullish, Bares 4,000 Job Openings Despite Virus Outbreak

Alorica

Alorica Inc., an American business process outsourcing company, announced 4,000 job openings in the Philippines despite the impact of the coronavirus pandemic on the industry. The company said it would provide opportunities to jobseekers and career-shifters, even as the COVID-19 pandemic led to fundamental changes in how businesses were operating. Source.

5 Reasons Why Every Small Business Needs Video Calling

VirtualPBX

Video calling empowers businesses of all sizes and industries to communicate and collaborate in ways that extend beyond virtual meetings. It can help you reduce operational costs and propel efficiency at your business in the wake of the uncertain times ahead. As a telecommunications company with over two decades of experience, we’re no stranger to providing solutions for small and medium-sized businesses. Here’s why you should now, more than ever, begin using video at your organization.

Pandemic Gives a Glimpse of Life With a Disability

ComputerTalk

Ordinary life just got more complicated for us all. Articles by Robin Springer

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

6 Most Common RFP Mistakes for Customer Success Software

ChurnZero

Writing anything from scratch can be intimidating, much less a request for proposal (RFP). It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Even with pre-purchase research, you simply don’t know what you don’t know when it comes to determining must-have criteria.

How Caller Name Delivery Works + Requirements

NobelBiz

An overview of how the caller name delivery system functions, what the requirements are for caller name presentation, and some known issues with the system. If you have any other questions, do not hesitate to contact us in the comments of this article. The post How Caller Name Delivery Works + Requirements appeared first on NobelBiz®. Blog Knowledge

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Why An Answering Service: Lead Generation

AnswerConnect

Capture New Leads 61% of mobile users call a business when they’re ready to buy. That means you need to. Continue Reading → The post Why An Answering Service: Lead Generation appeared first on AnswerConnect Blog. Answering Service Business Tips lead generation Virtual Assistant

PRESS RELEASE: Language I/O Announces BUI App for Oracle Incident Translations

Language I/O

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Jun 26 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager (Tier 1) Location: San Francisco, CA, US Organization: Coda This position is based out of Silicon Valley. Partner with their clients to help their users succeed with Coda. In this role, you’ll have to work with the customers and understand your client’s needs, to build solutions that solve their business problems and delight them.

Scale Up Your Business With SMS Support

JustCall

With a high opening rate of 98%, SMS support is the most effective way to touch more customers. Whether it is a poor internet connection or a crisis-like situation, SMS gets you there. You cannot meet to discuss your new business offers. But you definitely can SMS it. Mails and calls can be ignored and rejected. But SMSes are definitely read and acted upon. And thus the contrasting response rates of 6% of email Vs 45% of SMS. SMS is an affordable and the simplest way to reach out to clients.

VIDEO: What Are Legal Robocalls? The Paradox: Legal vs Illegal

NobelBiz

Many robocalls rightfully deserve to be blocked but there are a few legal ones that might be essential. Here's Rebekah Johnson of Numeracle explaining the difference between the legal ones and the illegal ones. The post VIDEO: What Are Legal Robocalls? The Paradox: Legal vs Illegal appeared first on NobelBiz®. Blog Insights

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Comprehensive SOC2 Compliance checklist & resources for SaaS

SmartKarrot

Source. Before we look into the SOC2 compliance checklist, it is worth spending a minute on understanding what SOC2 is. Just to set the context, the internet has become a basic necessity for a modern life. It has got integrated with all our daily activities in various forms. Some use it just for the entertainment purpose while others have more extensive usage of it. But no matter how your usage pattern is, your private information always comes into play.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

VIDEO: Legal Robocalls You Don’t Want to Block

NobelBiz

Not everything is spam or fraud. If you're using a robocall blocker, chances are you're missing some essential calls that are completely legal! Together with Rebekah Johnson of Numeracle, we talked about the most common examples. The post VIDEO: Legal Robocalls You Don’t Want to Block appeared first on NobelBiz®. Blog Insights

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Enterprise Connect Virtual - Am Speaking on Speech Tech

Jon Arnold

It’s time to start talking up the virtual edition of Enterprise Connect 2020. As you may know, the in-person event was set for March, just as Covid was shutting everything down. The event was hastily re-scheduled for August, but it’s still too soon to be in-person, so it’s now been re-worked as an all-digital virtual experience.

VIDEO: COVID-19 Scams and the Efforts to Protect Consumers

NobelBiz

This is First Contact: Stories of the Call Center. In episode 6, we talk with Rebekah Johnson about robocalls and the work she's doing on STIR/SHAKEN and toeing the line between the regulatory bodies, the consumers and the many contact center companies! The post VIDEO: COVID-19 Scams and the Efforts to Protect Consumers appeared first on NobelBiz®. Blog Insights

COVID-19 Global Update June 22-26, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, production, animal testing, and human trials are underway for new medications and possible vaccines. Multiple countries begin stricter enforcing of mask-wearing and other quarantine restrictions as a second wave of infections increase cases even in countries which had previously been models of efficacy in keeping the pandemic in.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

VIDEO: How to Stop Essential Calls from Being Labeled Fraud or Scam

NobelBiz

This is First Contact: Stories of the Call Center. In episode 6, we talk with Rebekah Johnson about robocalls and the work she's doing on STIR/SHAKEN and toeing the line between the regulatory bodies, the consumers and the many contact center companies! The post VIDEO: How to Stop Essential Calls from Being Labeled Fraud or Scam appeared first on NobelBiz®. Blog Leadership

Quantifying the Complaint Iceberg and Problem Multipliers

Connecting the Dots

CCMC ~. While complaints and contacts are a critical input to CX and Quality Strategy, few executives are comfortable using them to create a business case. The actual calculation is rather simple once the data becomes available. This article provides fresh data from a first quarter 2020 study of complaining behavior in the US in general as well as specifically in the food industry. KraftHeinz was a key sponsor of the study.

VIDEO: Why Some Robocalls Should Be Legal

NobelBiz

This is First Contact: Stories of the Call Center. In episode 6, we talk with Rebekah Johnson about robocalls and the work she's doing on STIR/SHAKEN and toeing the line between the regulatory bodies, the consumers and the many contact center companies! The post VIDEO: Why Some Robocalls Should Be Legal appeared first on NobelBiz®. Blog Leadership

Knowledge Sharing: What are its different benefits in an organization?

Knowmax

Knowledge Sharing: What are its different benefits in an organization? Knowledge Management

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Truth-Telling in the Age of Robocalls: Rebekah Johnson

NobelBiz

This is First Contact: Stories of the Call Center. In episode 6, we talk with Rebekah Johnson about robocalls and the work she's doing on STIR/SHAKEN and toeing the line between the regulatory bodies, the consumers and the many contact center companies! The post Truth-Telling in the Age of Robocalls: Rebekah Johnson appeared first on NobelBiz®. Blog Leadership

3 Examples of How to Talk the Language of Your Customer

Ann Michaels and Associates

When I think about how brands “talk” to their customers effectively, I always think of Target. This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them. The paid close attention to their customer’s voice and it has paid off for them in a big way.

Helping The Vocally Impaired Speak in Their Own Voice

ComputerTalk

Thanks to voice banking, digitized speech retains the essence of the original speaker. Articles by Robin Springer