REVE Chat Blog
APRIL 22, 2020
Customer complaints are inevitable for any business. At some point, every business has to deal with unhappy customers. Huffpost study says, “ 91% of customers who are unhappy with a brand will leave without complaining.” . But the biggest challenge is how to handle customer complaints in a way that leaves the customers thinking that they are valuable.
Injixo
APRIL 22, 2020
Learn which KPIs to check on a regular basis in real-time management and when to react to changes in caller behavior or staffing.
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CSM Magazine
APRIL 22, 2020
In our times, no company big or small can survive without a robust online presence and a website converting new customers into loyal ones. Customer experience is the crucial aspect you need to think about as a startup or a solopreneur, from visuals to UX and from blog content to customer support tools. What to Choose: A Website Builder or a Professional Website Designer?
ShepHyken
APRIL 22, 2020
“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer.
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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
APRIL 22, 2020
If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household, you already know a little bit about the Roarin’ Twenties, which is what the decade of the 1920s was called. The Roarin’ Twenties was a period of economic prosperity following the […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
The Northridge Group
APRIL 22, 2020
Taking Quality Programs to the Next Level. Traditional contact center quality programs typically include a team of experts who evaluate agent and business performance through calls, email, chat, and social media to ensure customer service excellence. These services provide the contact center management team with specific, targeted, and practical insights to drive improvements in agent performance and business processes.
Lumoa
APRIL 22, 2020
B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It’s kind of like making New Year’s resolutions… you know you should stick to them, but somehow you always stray from the righteous path.
SharpenCX
APRIL 22, 2020
Ding! Your prescription is ready. The first time I got a text message from CVS about a prescription ready to pick up, I was thrilled at the convenience. But I didn’t think too much about it once I pulled up to the drive-thru window and snagged what I needed. A month later though, when I was running out of my prescription, I got another text message.
NICE inContact
APRIL 22, 2020
One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.
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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
ChurnZero
APRIL 22, 2020
ChurnZero has been recognized as a leader among Customer Success software providers. We are proud to announce that TrustRadius has recognized ChurnZero with a 2020 Top Rated Award. With a trScore of 9.1 out of 10 (highest in the Customer Success category) and over 89 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category.
pindrop
APRIL 22, 2020
The world’s largest companies are facing an uphill climb in pursuit of call center overhauls to address rapid infrastructure changes caused by the Coronavirus. Reductions in productivity and increases in call handle and wait times have aggravated call center leaders, analysts, agents, and also customers. In this post, we will explore the ways in which you can optimize processes and resources for a remote or remote-ish workforce.
Liveops
APRIL 22, 2020
How remote work affects the environment. The canals in Venice are clear and lively fish are visible. Blue skies are replacing smog in some of the world’s most polluted cities has drastically improved. Wild animals are venturing into the streets of shuttered cities. Mother Nature seems to be taking a big breath, but it’s best she doesn’t hold it. A global shutdown due to the coronavirus pandemic has brought heartbreak in more ways than one.
NICE inContact
APRIL 22, 2020
One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling.
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.
Concentrix
APRIL 22, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, various countries are continuing to introduce plans for the reopening of economies, while other countries are bracing for additional waves of COVID-19. The following is a roundup of key important events that have happened around the world in the last 24 hours.
Revation Systems
APRIL 22, 2020
CmyDr.com enables patients to see their doctor, not just any doctor. SAN FRANCISCO –(BUSINESS WIRE)– Today, Revation Systems, a leader in cloud-based, compliant messaging and communications, announced its release of CmyDr.com, a secure telehealth service that connects healthcare professionals with their patients over video. To address increased needs during the COVID-19 pandemic, the service will be free to all U.S. based healthcare providers for the next 90 days.
FiveStars
APRIL 22, 2020
While COVID-19 has disrupted many companies, some small businesses have creatively changed their products and services to adapt to the coronavirus pandemic. The purpose of this adaption is to comply with current social distancing guidelines while continuing to safely deliver products or services to their clientele. Adapting to change has also helped these companies sustain […].
Talkdesk
APRIL 22, 2020
“Talkdesk works well with remote teams. When I’m onboarding new hires, I can have them download, register and learn how to use the program within an hour, and they are able to take calls.” — Emily Donohoe, training specialist, HotelTonight. For many, 2020 is a year of change — both personally and professionally. Currently, the coronavirus (COVID-19) pandemic is taking the world by storm, forcing many to practice social distancing or shelter-in-place for safety.
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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.
LiveVox
APRIL 22, 2020
COVID-19 Planning for Fintech: 5 Ways to Maximize Agent Efficiency with Lendit Last week LiveVox Senior Director of Product Marketing Jim Lynch led a panel organized by Lendit on the topic of creating efficiency for remote customer service teams in fintech. For how to establish secure connections in a remote setting skip to 7:46. For. The post Planning for Fintech: 5 Ways to Maximize Agent Efficiency with Lendit appeared first on Livevox.
C Space
APRIL 22, 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
Uniphore
APRIL 22, 2020
It’s fair to say COVID-19 has changed the way businesses operate. Compare everyday life today with your daily concerns from a month ago. The difference is pretty stark. Like everyone else, call centers have been reeling from the aftermath of the coronavirus. Paul Stockford, National Association of Call Centers Research Director, raised concerns about what he called a “pretty high” risk of exposure in those working environments.
C Space
APRIL 22, 2020
The Brand Move Roundup – April 22, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
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!
Creative Virtual
APRIL 22, 2020
By Mandy Reed, Global Head of Marketing. There is always an element of uncertainty we must take into account when planning for the future. This has perhaps never been truer on a global scale than right now as we face the unpredictable impact of the COVID-19 pandemic. While it may not be the right time to book your next beach getaway or send out invitations for your extended family reunion, smart companies should be looking towards the future impacts of customer experience (CX) developments and c
5CA
APRIL 22, 2020
Companies across the world are racing to get their team all working from home to protect them. During multiple global lockdowns citizens are expected to practice social distancing, therefore it is essential for companies to operate with as many people as possible working from home.
Spearline
APRIL 22, 2020
In this whitepaper, we examine the impact of connectivity and communication practices on emerging markets. We explore and discuss what exactly an emerging market is, provide insight into the vital role telecommunications networks play, and ask if the quality of telecommunications infrastructure is helping or hindering economic progress. DOWNLOAD.
kommunicate
APRIL 22, 2020
The chatbots are cropping up and gaining popularity everywhere. It’s also commonplace for chatbots to appear on websites, instead of a user attempting to search your website to find what they need, they can just engage in directions conversation with your chatbot. In this post, we will learn how to add dialogflow bot to WordPress websites with the help of Kommunicate.
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
Unymira
APRIL 22, 2020
After our webinar with Fred Stacey , General Manager of Cloud Contact Center Search, Outsource Consultants , I wanted to pick his brain for additional insights into the future of customer service, particularly as it relates to the intersection of CX and technology.
Zoom International
APRIL 22, 2020
A Brief History of Contact Centers. At first, they were just answering services, starting in the 1960s.
C Space
APRIL 22, 2020
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