Fri.Jun 26, 2020

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.

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

elizabeth.magill@cyara.com (Elizabeth Magill | Senior Director, Product Marketing)

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.

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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.

SaaS 83

The Complete Glossary of Common Customer Service & Support Lingos

ProProfs Blog

It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience.

APIs 78

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 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!

More Trending

Pandemic Gives a Glimpse of Life With a Disability

ComputerTalk

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

82

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.

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.

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

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

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

Language I/O

52

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.

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?

52

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.

62

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

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.

52

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.

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!

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

Knowmax

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

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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!

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.

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!

CEO update: COVID-19's impact on telecommunications globally

Spearline

With confirmed Covid-19 cases now exceeding 9.3 million across the globe, we at Spearline continue to monitor its toll on global telecoms infrastructure. As the global economy slowly begins to make its way out of the pandemic, we have decided that our next update will be in three weeks' time.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

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!

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.

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.

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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

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Brand Move Roundup – June 26, 2020

C Space

The Brand Move Roundup – June 26, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.