Babelforce

OCTOBER 2, 2020

2020 is speeding by – and it hasn’t been easy for anyone. So what does success look like in a year when the rules went out the window? We’ve assembled a master list of 34 contact center stats to give you a temperature check of the industry. There are a couple of surprises in there (and a few things that never change…). In this post: Acquisition and loyalty Debt Recovery The Cloud Automation API Integration / Development Customer Service / CX General Call Center Statistics.

Contact Center 52

Contact Center APIs Call Center Wait times 52

Contact Center Pipeline

OCTOBER 2, 2020

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our technologies, strategies and operational intentions, our agents deliver the professional exchange with a frustrated caller, the accurate information in an email and develop rapport during a video chat.

Contact Center 130

Contact Center Technology Customer Service Employee engagement 130

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

Customer retention 118

Customer retention Enterprise Best practices Metrics 118

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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.

Tethr

OCTOBER 2, 2020

In a forever pandemic-changed world where the quality of your company’s customer service and experience means the difference between surviving or thriving, you may be hearing more about the Effortless Experience framework for mitigating customer disloyalty. While we can talk at a conceptual level about all of the research that’s gone into the framework, the research findings and the principles of low-effort service experiences, the question remains — in a volatile market where one customer inter

Customer effort 109

Customer effort Customer Care Coaching Surveys 109

Nuance

OCTOBER 2, 2020

We draw inspiration from others. And when that person is Grace Hopper, computer scientist, naval officer, professor and role model – there is so much to draw on. She was one of the first three modern “programmers” and was the developer of the very first compiler for a computer programming language. That alone was an accomplishment, but she was so much more.

Personalization 93

Personalization 93

ChurnZero

OCTOBER 2, 2020

A quick preamble to this article: Hi there, I’m Emily, the content marketing manager at ChurnZero. We’re taking a break from our usual blog content of Customer Success expertise to bring you a lighthearted read on the ChurnZero team’s shameless hobby fails during quarantine. Because who doesn’t enjoy bonding over the relatable downfall of others? By sharing our flops, flunks, and fumbles, we hope to give you a little bit of comfort and joy as we try our best to keep on keepin’ on together – and

Education 75

Education Sales Marketing Management 75

Concentrix

OCTOBER 2, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, France discovers a new drug proven therapeutic in the treatment of COVID-19, and Honduras and Indonesia also choose to back drugs in their fight against the virus. Poland, Ireland, and Spain report increases in cases. New information about the virus has begun to be published as well, including a study in India that demonstrated “superspreaders” have an outsized effect on.

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NICE inContact

OCTOBER 2, 2020

October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right. To us, this year’s theme, Ignite a CX Celebration, seems especially relevant—and to be honest, a little poignant, because it recognizes that the customer experience in 2020 has been like no other.

Customer Service 62

Customer Service Customer Experience Best practices Call Center 62

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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

Expivia

OCTOBER 2, 2020

The importance of customer journey mapping… Boss Issues. Have you ever been called in by your boss as the quarterly statistics are being presented to the Board of Directors, and think that they will be applauding your team’s hard work? Have you ever been slammed by the Board instead of asking questions focused solely on why the customer satisfaction and net promoter scores are so low?

Journey mapping 64

Journey mapping Call Center Contact Center Interactive Voice Response 64

AnswerConnect

OCTOBER 2, 2020

Professional pest control places human connection at the forefront with live-answering service Kristen Fercho has been with Mosquito Squad of Columbia since 2013 and has been an AnswerConnect client since. The post Client Spotlight: Mosquito Squad of Columbia, S.C. appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

Working Solutions

OCTOBER 2, 2020

In a normal business year, I’d be traveling cross-country, visiting with Working Solutions virtual customer service agents in the places where they live and work from home. Cities that include Atlanta, Detroit and Houston. We’d get together for group lunches and talk business. Share personal stories, too. This year, however, is anything but normal. That’s […].

Customer Experience 52

Customer Experience Personalization Customer Service outsourcing 52

AnswerConnect

OCTOBER 2, 2020

Professional pest control places human connection at the forefront with live-answering service. Kristen Fercho has been with Mosquito Squad of Columbia since 2013 and has been an AnswerConnect client since. The post Client Spotlight: Mosquito Squad of Columbia, S.C. appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

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

Working Solutions

OCTOBER 2, 2020

National Customer Service Week is here. Five workdays of recognition, October 5 – 9, well-deserved for those who serve customers. People like you and me. Sponsored by the Professional Association of Customer Engagement (PACE), the theme for this year is: “Ignite a CX Celebration!” As every contact center provider knows, great customer experiences should be […].

Contact Center 52

Contact Center Customer Experience Customer Service outsourcing 52

AnswerConnect

OCTOBER 2, 2020

Professional pest control places human connection at the forefront with live-answering service. Kristen Fercho has been with Mosquito Squad of. Continue Reading → The post Client Spotlight: Mosquito Squad of Columbia, S.C. appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

Quiq

OCTOBER 2, 2020

Share This Story Sales , service and marketing teams have a number of strategies available to reach new customers and engage more effectively. Phone calls and emails have served as important methods of communication between agents and customers over the last few decades. In today’s market, one of the most effective ways to provide technical support, send shipping notifications, and create sales alerts is to use outbound messaging.

Outbound sales 52

Outbound sales Chatbots B2C Technical Support 52

CSM Magazine

OCTOBER 2, 2020

Imagine arriving late for the most crucial presentation of your career. It is not a good idea to start off on the wrong foot, right? Not only in this work scenario, but in all other walks of life, keeping track of your time adequately is extremely crucial. For teams, supervisors, and every other person, successful project time management is a crucial factor when it comes to the successful delivery of the task.

Time management 52

Time management Management Personalization 52

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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.

Self service

Integrity Solutions

OCTOBER 2, 2020

Most selling today is done virtually. Some sales teams have the right mindset and preparation tactics that set them up to execute well, while others are struggling to adapt. Virtual selling strategies and techniques are in some ways similar to F2F selling, and in other ways quite different. The sales teams that adapt their virtual selling skills – over Zoom and other platforms – are coming out on top.

Sales 57

Sales 57

Enghouse Interactive

OCTOBER 2, 2020

Everyone has felt the immediate impact of COVID-19, including those that work in customer experience. However, at the same time the sector is transforming due to longer-term trends, which in many cases the pandemic has accelerated. The latest Contact Babel 2020-21 Customer Experience Decision-Makers’ Guide , sponsored by Enghouse Interactive, enables everyone involved in CX to track these shifts and respond effectively to them.

Customer Experience 40

Customer Experience B2C Self service Customer retention 40

C Space

OCTOBER 2, 2020

The Brand Move Roundup – October 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

Sales 40

Sales Telecommunications Morale Technology 40

Language I/O

OCTOBER 2, 2020

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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!

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ShepHyken

OCTOBER 2, 2020

This week we feature an article from Anthony Kreychmar, founder and CEO of Fortuna Visual Group. Learn how to best prepare your contact center for the holiday season. The rise of technologies and deep penetration of automation in the business sectors has transformed the way brands interact with customers. What is more, all these have changed our everyday life.

Advertising 319

Advertising Big data Healthcare Personalization 319

CSM Magazine

OCTOBER 2, 2020

Today’s world of business is full of threats and uncertainties. In order to survive in this hostile environment, companies have to be prepared for anything, flexible, and a hundred percent focused. Nowadays, even a tiny mistake can have disastrous consequences. That’s why, to help anticipate potential risks and prepare necessary defensive solutions, companies create business continuity plans (BCP).

Marketing 59

Marketing Management 59