5CA
APRIL 8, 2020
It sounds kind of obvious, but training and developing your remote workforce is essential to improving their skills and performance. It encourages them to be more engaging within the workforce of your company while working from their home office, which leads to happy, effective and great employees that are here to stay.
ChaseData
APRIL 8, 2020
If your business or organization is in the midst of a global pandemic like COVID-19, most of your call center employees will likely be working from home as result of government quarantining and other attempts at flatten the rate of infection curve.
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REVE Chat Blog
APRIL 8, 2020
Customers should be the focal point of every business. In the competitive marketplace, new businesses are springing up and the power is solely in the hands of customers to choose the brand, which is why understanding customer satisfaction is critical to ensure your long-term success. McKinsey reports say, “70% of the customer’s journey is based on how the customer feels they are being treated”.
ShepHyken
APRIL 8, 2020
I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.
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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.
Callminer
APRIL 8, 2020
To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find out more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
APRIL 8, 2020
Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.
PeopleMetrics
APRIL 8, 2020
Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. S tudy highlights include: Less than half (45%) of employees are satisfied with their employer’s response to COVID-19.
Tethr
APRIL 8, 2020
If your business was just flirting with remote processes and technologies in the past, the events of today have forced you to step far outside your comfort zone. Those with strong business continuity plans have likely still had to make revisions and implement additional strategies due to the explosiveness of the situation. Chances are, your operations are currently surviving due to some level of remote technologies.
Customer Experience Matters
APRIL 8, 2020
The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.
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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
Tethr
APRIL 8, 2020
If your business was just flirting with remote processes and technologies in the past, the events of today have forced you to step far outside your comfort zone. Those with strong business continuity plans have likely still had to make revisions and implement additional strategies due to the explosiveness of the situation. Chances are, your operations are currently surviving due to some level of remote technologies.
Hero Digital
APRIL 8, 2020
COVID-19 is resetting what people value. Will your business be ready for the new reality? A hard reset on what’s valuable. Like many of us, the ongoing coronavirus pandemic and economic uncertainty have forced me to more closely scrutinize “what are the things of value” in my daily life. In March my car lease was up. I was curious: What would leasing a car be like during a time when everyone (myself included) is sheltering in place?
Noble Systems
APRIL 8, 2020
Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), offering scaled-down features in exchange for convenience and low cost-of-entry. For years, analyst firm Frost & Sullivan defined the cloud or hosted contact center as a “network-based service in which a service provider owns and operates a contact center technology platform” ( The Hosted Model: Why It’s Revolutionizing the Contact Center Industry ).
SharpenCX
APRIL 8, 2020
The fate of customer frustrations rests on your agent interactions. How well (and how often) your team members turn upset into victory determines if customer frustration simmers out or boils up. But, customer frustrations certainly don’t start with your agents. What about the product or service glitch that caused a problem in the first place? And, what about the path it takes your customers to get real help?
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.
Hello Customer
APRIL 8, 2020
There's a cheesy saying that goes 'the ability to adapt is life's greatest tool'. In some ways, many of us had to adapt to difficult circumstances in the last couple of weeks. And while it was stressful for us too, it quickly became great and reassuring to see how agile some of our customers are. Setting up a new Hello Customer touchpoint is just a matter of hours.
Eptica
APRIL 8, 2020
Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020. Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector. They give consumers greater choice , whatever their demographic, and enable them to find fast, accurate answers wherever they are in the customer journey.
ChurnZero
APRIL 8, 2020
How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own custome
LiveVox
APRIL 8, 2020
Effective training for remote contact center agents: The ‘why’ and the ‘how’ If recent developments have forced your company’s contact center to suddenly shift to a primarily work-from-home set-up, you might be tempted to go into survival mode. It would be understandable if investments in training and development for your agents wasn’t top of your.
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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.
pindrop
APRIL 8, 2020
Many are experiencing feelings of uncertainty and fear around the COVID-19 outbreak. Unfortunately, these moments of chaos are the ones fraudsters thrive in most, taking advantage of the uncertainty for big payoffs. At the same time, call centers are experiencing new challenges, with call center agents and fraud analysts still adjusting to the remote work lifestyle.
NICE inContact
APRIL 8, 2020
COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.
Talkdesk
APRIL 8, 2020
Boingo Multifamily is an internet and video service provider for more than 300,000 residents in more than 2,200 student communities and family households, worldwide. Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.
Concentrix
APRIL 8, 2020
Find out what's in the hearts and minds of your customers during this time of crisis. The post Empathy, Part II: How Customers Feel and What They Need appeared first on Concentrix.
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!
NICE inContact
APRIL 8, 2020
COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all.
Concentrix
APRIL 8, 2020
Learn how industry leaders are restructuring their solutions in response to crisis. The post Empathy, Part III: How to Structure Empathetic Solutions appeared first on Concentrix.
PeopleMetrics
APRIL 8, 2020
FREE WEBINAR: Thursday, April 16th, 2020 @ 2:00pm EDT. You're Invited! Unhappy employees can have significant negative impacts on experience (CX or PX), and our newest study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. What can employers do to ensure that employees feel fully supported during these uncertain times?
Concentrix
APRIL 8, 2020
Find out what leading companies are doing to take care of their customers. The post Empathy, Part I: How Leaders Are Listening appeared first on Concentrix.
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
Jon Arnold
APRIL 8, 2020
The April edition of JAA’s Communications and Collaboration Review went out yesterday, and if your’re a subscriber, and you somehow miss it or forget to check it out in your inbox, it will be re-sent in about two weeks. Open rates are healthy, so people are reading it, and for all of my subscribers, I say thank you! With conferences off the board for a while, there’s less to talk about for this issue, but the work goes on.
Concentrix
APRIL 8, 2020
Findings from 100+ VOC programs on customers' current feelings, wants and needs. The post What Customers Want Now appeared first on Concentrix.
Maru Group
APRIL 8, 2020
Adapting to a New Normal. “We’re doing the best we can with our new normal”, the cashier replied from behind her face mask as I quickly bagged my groceries. I had asked her how busy the day had been and how she was holding up, an attempt to extend some words of compassion from behind my masked face. We exchanged a few funny anecdotes about working from home experiences – dogs barking in the background of conference calls and employees wearing professional tops with pajama pant bottoms on v
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