Contact Center Pipeline
AUGUST 20, 2020
There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand on moral issues. Winning over these consumers takes more than launching a Save-the-Whales drive or sending a team to the annual charity 5k. Today’s consumers look for companies that demonstrate exemplary […].
Beyond Philosophy
AUGUST 20, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
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Customercount
AUGUST 20, 2020
View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.
Steve DiGioia
AUGUST 20, 2020
For decades, stress was viewed as bad and damaging. Then we began to see the power of resilience as an accelerator in our lives. Whether you are coping with adversity, bouncing back from setbacks, or leading through uncertainty, these experiences can make you stronger. When you rise to a challenge, you reveal your hidden abilities, strengthen your capacity to suffer through setbacks and build character.
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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.
HelpCrunch
AUGUST 20, 2020
Satisfied clients who don’t have questions left after chatting with a support agent can only exist in your dreams (or not?). Everyone has a different temper, background, and needs. Believe it or not, customer service [ … ]. The post How to Deal with Angry Customers: 8 Need-to-Know Tactics appeared first on HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
AUGUST 20, 2020
Learn how a leading satellite and Internet provider is using conversational artificial intelligence (AI) to provide award-winning service to its customers. The post Enhancing the Customer Experience With Conversational AI appeared first on Concentrix.
VirtualPBX
AUGUST 20, 2020
It’s not uncommon nowadays for individuals to set up their own internet-based businesses. They may provide services (like a SaaS company) or sell goods without a storefront (think Amazon). If you’re in this boat, there’s one overwhelming reason you need a phone system for your internet business: customer preferences. Customers want choices for the ways they can reach your company.
Concentrix
AUGUST 20, 2020
Discover how a comprehensive digital-first makeover enabled a leading global retailer to connect more effectively with its customers, while reducing costs. The post Transforming the Retail Customer Experience appeared first on Concentrix.
Spearline
AUGUST 20, 2020
The role of the Product Manager is a vital one in the product pipeline. The Product Manager is responsible for guiding the success of a product and influencing the teams responsible for building or improving it. The role itself can be a complicated one as the manager must ensure that the products they are designing not only fall in line with the business requirements and goals but also meet the user needs versus reacting to the user wants. “Ultimately we're designing these products for
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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
Nicereply
AUGUST 20, 2020
Gitlab’s success teams and leadership focus solely on succeeding in their role, while the operations team monitors trends and executes value-add projects. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Companies have long understood the value of Sales and Dev Operations in making sure selling and product teams operate as effectively as possible.
Toister Performance Solutions
AUGUST 20, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. We've all experienced an outrageous customer. Perhaps they lied or exaggerated. They might have been unreasonably angry. Others make a mistake and then blame you for the problem.
NICE inContact
AUGUST 20, 2020
Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.
Playvox
AUGUST 20, 2020
Any time a family member goes into the hospital for a medical condition it’s tough and concerning on the family to process all that is needed to take into account. Add to that, the one in the hospital develops complications like pneumonia and has to be placed on a respirator.
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
AUGUST 20, 2020
Empowered employees make you more money. That’s the starting point of the service-profit chain. The model, developed by James Heskett in 1994 links employee empowerment to customer satisfaction and, ultimately revenue growth. We have a whole e-book on it, which you can find here, but let’s get back to our point. Often when companies want to improve the customer experience they focus on external factors, namely the customer.
BlueOcean
AUGUST 20, 2020
Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners.
NICE inContact
AUGUST 20, 2020
Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. Just like you don't want to move into your new house and be unpleasantly surprised, you don't want to implement your new software only to find it has some significant shortcomings.
Skybridge
AUGUST 20, 2020
…Look at Your Own Operation (Not Just at Your Employee). We’ve all been there. A customer has a bad experience on the phone. They’re mad. They’re super verbal. And they’ve taken the time to make sure we know every detail of what went so wrong. The customer care agent wasn’t clear enough, wasn’t fast enough, wasn’t apologetic enough…. First impulse?
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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.
Hodusoft
AUGUST 20, 2020
Security and privacy policies are paramount for all businesses. Especially while handling a call center or a contact center, it is imperative to adhere to the security standards strictly. Besides, because of the pandemic of COVID-19, businesses are promoting remote work. Hence, security measures have become more crucial. The contact center is often regarded as a high-risk area for data security compromises.
Waterfield Technologies
AUGUST 20, 2020
Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t […]. The post Why the Human Side of Remote Work Matters Most appeared first on Waterfield Technologies.
A Better Answer
AUGUST 20, 2020
Hildie interviewed 40 years ago on August 11 th with June Danner, Manager. June instantly saw that Hildie would make the perfect addition to the ABA Family and so Hildie was hired on the spot. How little did we know way back then that Hildie would be a huge anchor for ABA for 40 years – and still going and going and going.
Creative Virtual
AUGUST 20, 2020
By Mandy Reed, Global Head of Marketing. We have all been facing new personal, professional and community challenges this year as we continue to deal with the harsh impacts of a global pandemic. At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and employee self-service as information and needs change quickly.
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!
The Petrova Experience
AUGUST 20, 2020
This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had a well defined customer experience strategy. What Happens When You Don’t Have a Clear Strategy? That means two thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy.
Hello Customer
AUGUST 20, 2020
Empowered employees make you more money. That’s the starting point of the service-profit chain. The model, developed by James Heskett in 1994 links employee empowerment to customer satisfaction and, ultimately revenue growth. We have a whole e-book on it, which you can find here, but let’s get back to our point. Often when companies want to improve the customer experience they focus on external factors, namely the customer.
Humach
AUGUST 20, 2020
More often than not, the stories we hear about AI and customer experience are either warning us against nefarious practices or recollections of a negative encounter. Thankfully, the reality of AI is both more interesting and less troubling than much of the conversation would have you believe, which is why this week, we’re spotlighting eight brands that are using AI to deliver radically innovative and outstanding customer experiences.
Strikedeck
AUGUST 20, 2020
This week in part 2, Emilia takes a deeper dive into other factors involved in onboarding new customers.
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
Brad Cleveland Blog
AUGUST 20, 2020
The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.” Foundation standards measure whether something was done, and can be assessed with a simple yes or no.
SmartKarrot
AUGUST 20, 2020
Role: Customer Success Manager Location: Newyork, US Organization: Hyperscience As a CSM at Hyperscience, You will have to act as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Manage the assigned Hyperscience customers post-sales, work closely with the Implementation Managers, and own the ongoing customer relationships post-implementation.
Brad Cleveland Blog
AUGUST 20, 2020
The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.” Foundation standards measure whether something was … Continue reading → The post Improving Performance: Two Types of Standards appeared first on Brad Cleveland.
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