Contact Center Pipeline
JUNE 23, 2020
Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most brands rely on software developers, such as Zendesk, to create this poll. The answers create a popular metric used to evaluate the customer experience. Customers rank the probability of their […].
Tethr
JUNE 23, 2020
Brands that take extra measures to make customers feel heard and understood during every encounter (from web copy to email drips to service interactions) foster a customer-oriented approach throughout the entire customer journey. The more customer-centric an organization is, the more likely it is to establish a larger customer base with loyal clients who spread positive word of mouth and refer their friends and family to the products and services the business offers.
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CSM Magazine
JUNE 23, 2020
Quality should be the highest priority for any type of organization, and for providers of customer service software this means constant quality assurance and testing. Luckily, there are software testing companies that can be engaged to perform these tasks on an outsourced basis, both efficiently and cost effectively. What is customer service software?
Myra Golden Media
JUNE 23, 2020
I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. I’m starting to sound like a robot. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever.
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Aspect
JUNE 23, 2020
In the post-COVID-19 era, how can your workforce management team plan for use of your contact center facilities to meet all applicable state safety restrictions, provide confidence to staff who may be reluctant to return to a facility, while at the same time provide records of employee workspace assignments for each moment over time to assist in contact tracing if that becomes a necessity?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CustomerServ
JUNE 23, 2020
I usually write about topics related to my beloved contact center and BPO industry, but today, I would like to take a slight detour and get personal. Over the past three months, I have had great conversations with some terrific people, from senior executives to frontline managers, clients, vendors, partners, friends and even people I just met.
TeamSupport
JUNE 23, 2020
How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? Is it worth the time to get to know them as well? Yes, it absolutely is. And for some of the same reasons as we talked about in Part 1.
Noble Systems
JUNE 23, 2020
Many companies are using Conversational Analytics and other applications to gather data on every interaction between employees and customers. But some are struggling to extract actionable insights that create real business value. Companies can benefit from a greater understanding of what makes actionable data and how they can broaden their capability to do something about it.
Fonolo
JUNE 23, 2020
As we transition back to the call center, we all need to do our part to keep our teams safe and prevent the spread of the virus. We thought it would be useful to review the various workplace safety and prevention guidelines that have been released from various public health departments, to determine how they can be applied in the workplace. We’ve summarized how the key points of each document pertain to you and your call center team, but we encourage you to also read the source documents t
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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
Integrity Solutions
JUNE 23, 2020
All tech companies want to build a world-class culture, and front-line managers play a pivotal role. What kind of conversations are your front-line managers having with their customer-facing teams? By Mike Esterday. The company was growing fast. With sales booming, several top salespeople were promoted to manager roles, and the expectations were high.
Ambs Call Center
JUNE 23, 2020
Toll-free numbers make it easy for people to reach you. Regardless of where they are in the country, this one number will work. There’s no guessing about using an area code or not. And there’s no need to pick from a list of many local numbers to select the right one. If you need a toll free number, you can get your own or your answering service can provide one for you.
SharpenCX
JUNE 23, 2020
You’re in a meeting with some co-workers and one of the older team members in the room says “Daaaa Bearsss!” A rise of laughter erupts from a handful of other employees. Several of the younger employees give polite smirks while looking clearly out of the loop. Then someone says, “Haven’t you seen that old SNL skit? Ohh it’s a classic! Are we really that old?”.
Chip Bell
JUNE 23, 2020
The daffodils and crocus flowers greeted me this sunny morning as I walked out into the side yard. It was as if they were showing off their best behavior, aimed at enriching my life. They are my friends. They come back every year and seem to thank me for serving them well. We make sure the beautiful flowers are fertilized, weeded, and watered under the watchful eye of a landscaper and a reliable sprinkler system.
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.
Advantage Communications
JUNE 23, 2020
Technology is moving so rapidly that it can be hard for e-commerce businesses to keep up with the latest tools. Some of those, however, can improve an organization’s customer experience and boost revenue - such as chatbots. More than ever before - purchasing clothes, ordering food to hiring a service, e-commerce has become an important part of every consumer's life.
Tethr
JUNE 23, 2020
Three weeks ago, Tethr announced its intentions to unlearn racism as a company and to make space for the conversations surrounding the George Floyd tragedy and the systemic racism in our country. The work didn’t stop after publicly denouncing racism and declaring our support of the Black Community, though. Rather, our leadership introduced initiatives to take action.
Totango
JUNE 23, 2020
There has never been a more important time to understand what is going through your customers’ heads. The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade.
OctopusTech
JUNE 23, 2020
As the Coronavirus pandemic is constantly pushing countries into lockdown, massive business transformations are taking place. However, it is normal for businesses to fluctuate between ups and downs. Mostly, B2B companies have financial contingency plans to deal with such economic downturns but how does a company stay afloat when the entire world has come to a standstill and businesses are unable to conduct typical day to day operations?
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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.
Certified Languages International
JUNE 23, 2020
In May 2019, the U.S. Department of Health and Human Services (HHS) proposed revisions to regulations under Section 1557 , the nondiscrimination provision of the Affordable Care Act. A little over one year later, on June 12, 2020, HHS released their final rule, which repealed several protections regarding language access. We recently attended a webinar hosted by the National Council on Interpreting in Health Care (NCIHC) with guest presenter Mara Youdelman, JD, LLM.
Cincom
JUNE 23, 2020
Companies Join Forces to Deliver a Better Way to Configure, Price and Quote Complex Products and Services. Cincinnati, OH (June 23, 2020) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that it has entered into a partnership with Ciellos, a services firm that develops and manages products and integrations to Microsoft Dynamics , to implement CPQSync by Cincom.
CSM Practice
JUNE 23, 2020
If you are a Customer Success Manager walking down the path of establishing a continued strong relationship with your clients, there are some activities that you should pay attention to. Demonstrating the value for the clients is one of the most important roles a Customer Success Manager must perform effectively. The Quarterly Business Review is one of the most important activities a Customer Success Manager must perform to offer value for their clients.
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!
MicroAutomation
JUNE 23, 2020
Companies are scrambling to figure out the right way to approach reopening their offices. Do they follow guidelines? They keep shifting. Do they demonstrate best practices? If so, what is the best way? As states reopen, there are not clear lines of how to keep people safe in the workplace – whether you are returning […].
NobelBiz
JUNE 23, 2020
Remote work is the new hot thing not only in Contact Centers but in all businesses. Major players have announced their preference for remote work, some hinting at long-term implementations of this newly imposed system, while others have decided to turn remote work into a permanent thing. Nationwide Insurances recently announced they’ll be permanently closing 5 offices and moving their employees home.
Xaqt
JUNE 23, 2020
Chatbots can improve customer service by automating customer interactions on your website that would otherwise need to be handled by a live agent. Chatbots can also improve Service Levels, reduce Call Abandon Rates and reduce your call center costs by deflecting calls into the contact center. Chatbots entered the contact center scene with much fanfare.
C Space
JUNE 23, 2020
The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Seventeen weeks 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.
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
Insite Managed Solutions
JUNE 23, 2020
Enabling Virtual Training Knowing many companies are changing the way they operate; most companies are planning to keep a percentage of their workforce home going forward. This has led to a change in the training strategy for most companies. As training teams move into a virtual operating environment, here are some of the common questions we are hearing: How do we keep training interactive and engaging?
NobelBiz
JUNE 23, 2020
More and more companies are deciding to adopt a permanent work from home policy. What are the main drivers? Advantages? Disadvantages? Find out now! The post Permanent Work from Home Is Rapidly Turning into the New Reality appeared first on NobelBiz®.
CSM Magazine
JUNE 23, 2020
Speech recognition software is becoming a key technology in our everyday lives, with 25% of Google searches made on the Android app being made via voice searches. Despite this, there are some reservations. Gary Williams, Director of Sales and Consultancy at Spitch , investigates. As well as changing the face of the consumer market, voice recognition can also have huge benefits for businesses.
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