Vcaretec
JULY 13, 2020
It's been said that you only get one chance to make a good first impression. But that's not only true when it comes to people -- it's also true when it comes to businesses and how they relate to clients. No matter what line of business you're in, you’ll want to meet the needs of clients and attract prospective clients. Otherwise, they’ll find what they’re looking for elsewhere.
Outsource Consultants
JULY 13, 2020
Fortune may favor the bold, but pandemics generally don’t favor incumbents. . With retailers struggling amidst the global effects of COVID-19, more and more organizations will be forced to make a choice between the status quo or making a change. There are a number of things retailers should expect as we emerge from COVID lockdown: . Consumers have adopted short-term behaviors that are a presage for long-term shifts.
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Integrity Solutions
JULY 13, 2020
No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity. Training is regularly implemented, new sales techniques are tried out, and the latest and greatest technology is implemented as the surefire antidote to a complex, competitive marketplace.
OrecX
JULY 13, 2020
Call recording can provide a wealth of knowledge and customer insight to your organization. There's no doubt about that. It can help you optimize agent performance, improve customer satisfaction and resolve disputes. However, there are certain call recording laws and rules in many countries you must be aware of in order to avoid liability issues and potential penalties.
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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.
Ansafone
JULY 13, 2020
When your work environment changes, it can also affect your mindset and personal well-being especially working from home. We are well into the largest ‘work from home’ experiment that has ever been done. With most companies now having at least part of their workforce working remotely, we have learned a lot about how it affects … How To Keep a Positive Mindset While Working From Home Read More ».
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PeopleMetrics
JULY 13, 2020
In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Why video? Video is what most engages customers.
Concentrix
JULY 13, 2020
Innovative Planning and Management Enhance Customer Experience and Value Concentrix is proud to announce that our work with electronics giant Samsung Australia has been recognized by the Stevie APAC Awards for Innovation in Customer Service Management, Planning and Practice, thanks in part to efforts in transforming customer experience by bridging the cultural and technology gap.
Tethr
JULY 13, 2020
Most CX and customer service leaders I talk to believe quality assurance (QA) in their organizations is a broken process in need of “modernization.” A CEB (now, Gartner) survey a few years back showed that a mere 12 percent of service leaders were confident that their QA process delivered tangible business results. But, in these conversations, I often find that these leaders lament really superficial problems with QA—that it’s a manual process that requires loads of expensive labor to assess a v
NICE inContact
JULY 13, 2020
The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term. But that isn’t the only thing that’s on the mind of contact center leaders.
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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
Call Journey
JULY 13, 2020
Call Journey proudly announces its participation at the Genesys’ Virtual G-Summit ANZ 2020 to help more organisations significantly improve business performance in the new business-as-(un)usual. Call Journey , thought-leader in data, AI and analytics space, is proud to announce its participation as the prime Gold Sponsor at the upcoming Genesys’ Virtual G-Summit ANZ 2020, happening on July 21-22, 2020.
Connecting the Dots
JULY 13, 2020
CCMC ~. The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University and Kraft-Heinz and just released in June 2020. We have had some incredible stories written about it, which we wanted to share. Wall Street Journal. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal.
Nexmo
JULY 13, 2020
During the past couple of months, most people’s lives and routines took a turn for the unexpected, and mine was no exception. The rhythm I’d gotten into suddenly wasn’t there anymore, and I’ve found myself in desperate need of bringing some structure back into my day-to-day. My first action item was to reconquer my mornings and start the day on the right foot.
Connecting the Dots
JULY 13, 2020
CCMC ~. The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University and Kraft-Heinz and just released in June 2020. We have had some incredible stories written about it, which we wanted to share. University of Wisconsin. Everyone at CCMC was delighted to see that Scott Broetzmann’s alma mater, University of Wisconsin, recently recognized Scott for his long-standing contributions to c
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.
ClientSuccess
JULY 13, 2020
For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount. The right customer onboarding platform is extremely important to the long-term success of a business, so finding the solution that works best for your team is key.
Plantronics
JULY 13, 2020
Should I stay or should I go? Oh, if only life were as simple as the lyrics of a song… Sadly, nothing seems to be simple anymore. The office – that place where we used to spend up to 23% of our time. Where we built relationships, chatted, dreamed, oh yeah, and did some work [ ] The post Improving Customer Experience, No Matter Where Your Team Is appeared first on Poly Blog.
C Space
JULY 13, 2020
The Brand Move Roundup – July 13, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
CSM Magazine
JULY 13, 2020
The coronavirus pandemic has drastically impacted every sector and industry, perhaps none more so than the customer service job family. Stay at home orders and mandatory shutdowns have significantly altered consumer behavior and shopping habits, disrupting the brick & mortar retail industry and leaving millions of customer service employees without a job.
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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
JULY 13, 2020
Are you using an Interactive Voice Response (IVR) system to serve your customers? Convenience may give way to fraud if companies aren’t careful. 60% of fraud starts in the contact center, usually in the IVR. Watch our 20 second public service announcement on an often overlooked “leaky” customer touchpoint. Register for the Protecting the IVR: 3-Part Webinar Series.
Plantronics
JULY 13, 2020
Should I stay or should I go? Oh, if only life were as simple as the lyrics of a song… Sadly, nothing seems to be simple anymore. The office – that place where we used to spend up to 23% of our time. Where we built relationships, chatted, dreamed, oh yeah, and did some work [ ] The post Improving Customer Experience, No Matter Where Your Team Is appeared first on Poly Blog.
Calabrio
JULY 13, 2020
Legacy Teleopti WFM customers now have the ability to use Calabrio Advanced Reporting — and gain even greater insight into their contact center operations. The Unified Data Mart (UDM) with data library uses the Teleopti WFM data mart as its source. The adapter comes with a standard set of starter dashboard and reports to help you get started quickly.
SmartKarrot
JULY 13, 2020
Source. In your journey of nurturing a relationship with your customer, there comes a time when your customer is ready for more. It is a clear indication that your product is adding enough value to the customer’s business. And when that reaches to the most optimum level, it becomes necessary for both the parties to grow their business. Hence, upsell is the clear outcome of such a situation.
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!
ShepHyken
JULY 13, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. (CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.
SmartKarrot
JULY 13, 2020
Role: Customer Success Manager Location: Texas, US Organization: Illusive Networks In this role, you’ll have to own and manage customer relationships, ensuring customer delight and communicating the value of the product to drive deeper and build strong engagement. Maintain ongoing customer relationships, networking, implementing success programs, contributing to sales, on-boarding, training clients, and minimizing churn.
Skybridge
JULY 13, 2020
Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener. This year’s study is actually the 9th wave of a long-running series, first initiated in 1976 by the White House.
SmartKarrot
JULY 13, 2020
It is a known fact that MRR aka Monthly Recurring Revenue is a lifeline for SaaS business. Since they live or die off this scheme, you might want to take a notch up if you wish to see a boom in the SaaS market. Statistics claim that by the year 2023, the business shall grow at a compound rate of 17% with over $60 million. What is MRR and How to calculate it?
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
Mindtouch
JULY 13, 2020
A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. Since then, we’ve seen that statistic plastered everywhere, and for good reason: It turns out they were right. In retrospect, the surging demand for customer self-service was inevitable. With so many convenient digital channels available at their fingertips, customers were already shifting towards a self-service mentality; the global pandemic has simply catalyzed this existing deman
inmoment
JULY 13, 2020
Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. Today, we’re going to take a brief look at how to prove that ROI by telling the story of CX—a story of metrics, connections, aspirations, and, yes, hard numbers.
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