UJET
MAY 19, 2020
Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential. Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices.
The Call Center School
MAY 19, 2020
Working from home has many benefits. You have a flexible schedule, zero commuting, and more time with loved ones. But it also has its drawbacks, especially for your frontline agents. Most remote employees face challenges. Agents may face these doubly since they often deal with customer problems, too.
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Talkdesk
MAY 19, 2020
Customer-centric companies who have made the transition to work-from-home (WFH) are now relying on remote support professionals like you to connect with their customers and provide positive brand experiences. It is your job as a customer service agent to make these connections as personal, professional and effective as possible. Below you will find a list of seven sure-fire techniques to enhance your support skills and deliver great customer service while working from home. 1.
Contact Center Pipeline
MAY 19, 2020
The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your agents typically hear. Information is changing on a daily, sometimes hourly basis. Meanwhile, your employees suddenly have been thrust into a […].
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TechSee
MAY 19, 2020
Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
MAY 19, 2020
I have this friend — let’s call him Josh. He’d been at his job for a year, even though he didn’t love the work he was doing. The job offered Josh good pay, security and professional experience. But, ultimately, it wasn’t the kind of work he wanted to do long-term. His job offered a promotional path, but only gave employees a chance to apply for a promotion once a year.
Mindtouch
MAY 19, 2020
This year, contact centers revealed themselves to be the perfect COVID-19 incubators. After all, social distancing in the contact center is difficult to achieve. Companies have been forced to let support teams work from home. For hordes of tech laggards everywhere, this resulted in a hasty move to cloud contact center software—a move that they had put off for so long that if finally just turned around and sneezed on them.
NICE inContact
MAY 19, 2020
It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.
Lumoa
MAY 19, 2020
There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.
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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
Talkdesk
MAY 19, 2020
A remote work program has become a differentiator for organizations looking to attract and retain talent. The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress. Having grown more than 44% over the last five years, remote work has proved to be a huge enabler for business productivity. 85% of businesses confirm that productivity has increased in their company because of greater flexibility.
Fonolo
MAY 19, 2020
The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. Companies are having to rework their business models to manage costs and expenses. The Pandemic Has Already Changed Call Centers. Most recently, Toronto-Dominion Bank announced that they’d be moving almost all of its call-centre employees from 15 different U.S. and Canadian cities to their homes in response to COVID-19.
FluentStream
MAY 19, 2020
An onsite PBX (Private Branch Exchange) box used to mean freedom from the shackles of the long-term contracts and poor support provided by traditional business phone companies. But as times changed and the business phone system landscape changed along with. Read More.
ChurnZero
MAY 19, 2020
It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Brian Hartley. Brian is the Senior Director of Customer Success at RFP360, where he leads the customer experience team.
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.
Nicereply
MAY 19, 2020
You’re capable, talented and so, so skilled! You’ve got this—we know you do. The current economic situation has impacted almost everyone in different ways. Whether you’ve been furloughed, laid off, taken a salary cut, moved to a different team or been restructured, you’re likely dealing with some kind of professional pain brought on by the pandemic.
VirtualPBX
MAY 19, 2020
Today’s guest post was written by Ecommerce Platforms , a reviewer of online store software. Lockdown means that speaking online is now the primary method of communication and it comes with its own quirks – it’s not a given that someone who adores speaking face-to-face will enjoy a video call as much. In today’s post, I’ll cover a number of work from home communications considerations and show you how to get the most out of your communications from contending with training issues to dealin
Talkdesk
MAY 19, 2020
As a side effect of the coronavirus (COVID-19) pandemic, customers are looking for support like never before. Contact centers are handling higher customer demands as call volumes peak and the customer experience (CX) bar continually rises. At the same time, organizations are changing their business operations by quickly shifting to a remote way of working.
Totango
MAY 19, 2020
The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. As their customers are presented with changing markets and deal with the uncertainty that comes with current events, SaaS companies must be prepared for a potential wave of churn.
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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.
ClientSuccess
MAY 19, 2020
SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards. The prestigious CODiE Awards recognize the companies producing the most innovative business technology products globally. “We’re thrilled to win the 2020 CODiE Award for Best Customer Success Solution,” says Dave Blake, CEO of ClientSuccess.
Concentrix
MAY 19, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, several countries have started to reopen schools or dictated guidelines for the reopening of schools. Other countries have implemented or extended border closures. The following is a roundup of key events that have happened around the world in the last 24 hours.
NICE inContact
MAY 19, 2020
It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.
NameShouts
MAY 19, 2020
We talk a lot about the names of people, and what they mean. But what about the names of places? They can often carry a rich history, a specific story, or even a humorous background in their letters. As fans of language, we feel it’s important to look at all kinds of names and phrases, whether it’s differences in colloquialisms or the common names of a region.
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!
ConvergeOne
MAY 19, 2020
Security and risk management are always in fashion, but they’re now hotter than ever—and they can help you achieve your organization’s strategic goals.
TeamSupport
MAY 19, 2020
There are two types of people in the world. The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have. The second type thinks B2B customer support is a profit center. Support may be part of a successful business, but that’s because they are a part of a greater revenue generating team.
Maru Group
MAY 19, 2020
At Maru/Matchbox, we believe that understanding the intersection between behavior and emotion and customer psychology is key to establishing the strongest possible customer connections. Our research methods are rooted in a wealth of behavioral science that shows how consumers feel, behave and think. Traditional research methodologies are often too focused on attitudes and behaviors; as researchers and marketers, we have been ignoring the importance that emotions play on our decision-making and t
Ann Michaels and Associates
MAY 19, 2020
B2B companies have a unique challenge in evaluating customer experience. Many times the sales and business cycle is long and consists of several steps to complete the entire experience. This may be in the form of initial order placement/purchase, delivery or products and services, and final billing. Depending on the industry, there may be steps in between that don’t necessarily apply to all customers – perhaps a company that offers rentals and some customers may require service calls – so how is
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
FluentStream
MAY 19, 2020
Businesses across the country are finally starting to return to their offices. However, many business owners and employees are still concerned about the potential dangers. There are a number of common sense and CDC-recommended practices we’ve already applied to our. Read More.
CSM Magazine
MAY 19, 2020
Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. In addition, documentation allows managers to see what is working for customers and what isn’t working. Not all documentation is great, however. In some cases, customer service representatives lack the training or knowledge of proper documentation, resulting in wasted time and effort in the future.
FluentStream
MAY 19, 2020
Across the country, stay-at-home guidelines are being lifted and slowly, one by one, companies are starting to invite employees back to work. Things may not be back to normal, whatever that word even means anymore, but they’ll certainly be closer to. Read More.
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