Myra Golden Media

MAY 18, 2020

The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation. If you’re like most of my clients, you have more pots now than you have burners. The last thing you need to be doing is worrying about your work from home employees’ ability to move swiftly from one call to the next.

Customer Experience 334

Customer Experience 334

ShepHyken

MAY 18, 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. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane. (CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and tha

Customer Service 231

Customer Service Customer retention Banking Customer Support 231

Aspect

MAY 18, 2020

It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. Our customers are telling us that agents are actually more productive at home than in a centralized contact center.

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Schedule adherence Average Handle Time Contact Center Surveys 132

Concentrix

MAY 18, 2020

Innovative Marketing Campaign Increases Profit Through the Nissan Rewards Program The Stevie American Business Awards recognized Concentrix for the successful marketing strategy developed for Nissan and INFINITI’s automotive aftermarket industry. The unprecedented rewards program increased purchases of original equipment manufacturer (OEM) parts, bringing in significant revenue for the auto giant.

Marketing 118

Marketing Automotive 118

Advertisement

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.

Joe Rawlinson

MAY 18, 2020

Optimizing your website is easier said than done. A lot of business owners are under the impression that all it involves is simply creating a visually-appealing site and then sitting back and waiting for results. No matter how great the design of your website is, you can’t just spend an hour on it and be done. Optimizing your website is an ongoing process that you need to stay on top of.

Sales 88

Sales Technology Personalization 88

GetFeedback

MAY 18, 2020

The traits, discipline, and knowledge that it takes to lead a successful customer experience program.

Customer Experience 113

Customer Experience 113

Customercount

MAY 18, 2020

CustomerCount is encouraging all those involved with the timeshare and resort industry to join in the free Resort Trades Interactive Town Hall forum this Thursday, May 21. The post CustomerCount urges industry to join Town Hall forum appeared first on CustomerCount.

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Nextiva

MAY 18, 2020

In customer service roles, we dread one thing above all else: an angry, difficult customer who refuses your help. Demanding customers can ruin your day and make it difficult to solve their problems. Knowing how to handle them can make a significant difference in your life and theirs. Getting a demanding customer on the phone to drill […]. The post Difficult Customers: The Right Way to Handle Them Like a Pro appeared first on Business VoIP, Customer Experience, Sales & Marketing Content

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voip Sales Marketing Customer Experience 83

CSM Magazine

MAY 18, 2020

Successful companies always aim to keep their customers happy. They strive to support them with the best people and more increasingly, the best technology. Here I review OneDesk , a popular customer service solution. What is OneDesk? OneDesk is an application that helps you support your customers and manage projects. It does this by combining helpdesk and project management tools and enabling interactions between team members and customers through email, a customer portal, live chat, and mobile

Accountability 84

Accountability Education Self service Enterprise 84

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

Talkdesk

MAY 18, 2020

What did 2019 teach us about security in the Contact Center? Privacy has significantly grown in importance. Until recently, conversations about privacy were generally restricted to experts in that area but this has shifted. New regulations such as GDPR (General Data Protection Regulation)— which was established in Europe but has broad international impact — have positioned privacy as a priority in every business’s short-list of concerns, compounded by non-compliance penalties.

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Contact Center Engineering Best practices Personalization 83

ClientSuccess

MAY 18, 2020

After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side. With many industries starting to open back up after social quarantine measures and some sense of ‘normalcy’ returning to the world, businesses of all shapes and sizes are stepping out of this hibernation with a renewed sense of focus and dedication to get back to normal.

SaaS 76

SaaS Accountability 76

NICE inContact

MAY 18, 2020

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).

Benchmark 71

Benchmark Contact Center Call Center Management 71

Cyara

MAY 18, 2020

There’s no doubt about it… Customer Experience (CX) is a differentiator that will bring you to the front of the line, ahead of your competition.

Customer Experience 76

Customer Experience Metrics Contact Center Call Center 76

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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

LiveVox

MAY 18, 2020

What are Short and Long Codes for Texting? Shortcodes, long codes, and toll-free numbers (TFN) are delivery vehicles for text messages. A shortcode is a five-digit number assigned by carriers that allow for high SMS throughput. Shortcodes can be customized, are a little pricey, and can take some time to set up. They’re really great. The post Short and Long Codes, Explained appeared first on Livevox.

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Concentrix

MAY 18, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple governments have introduced new restrictions, including curfews or the mandatory usage of face masks. At the same time, other countries are continuing to rollback existing lockdown measures. The following is a roundup of key important events that have happened around the world in the last 24-48 hours. .

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Government 62

Unymira

MAY 18, 2020

I sat down with the best known writer in the CX world, Leslie O'Flahavan to discuss the intersection of technology and communication in customer service including topics like desktop tools, chatbots and the can of worms that is call scripting.

Scripts 59

Scripts Chatbots Technology Customer Service 59

Concentrix

MAY 18, 2020

Culture World Tour Unites a Quarter-Million Global Staff The Stevie American Business Awards recognized Concentrix as a Gold winner in the live events category for our 2019 Culture World Tour. Concentrix stood out for the integration, investment, and unification of 250,000 global staff through a series of major culture events across five regions. In January.

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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!

Feedback

Customer Experience Matters

MAY 18, 2020

U.S. well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters.

Customer Experience 57

Customer Experience 57

Skybridge

MAY 18, 2020

To Take Your Brand Safely Through This Crisis. Since COVID-19 first hit our shores, most North American businesses have been forced into an uncomfortable balancing act, trying to juggle the immediate needs of customers with long-term planning and budget concerns – all while keeping employees safe and engaged. For the most part, companies who took quick, decisive action to maintain some level of sales and service have been able to maintain greater stability in their operation.

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Customer Care outsourcing Banking Best practices 52

Calabrio

MAY 18, 2020

As we enter the last few weeks of May, countries, markets and businesses across the world are figuring out how we can safely return to our physical spaces for work, entertainment, school, shopping and more. When we started to work from home several weeks ago, there was no playbook. It is no different now that we are making plans to go back to our “normal” life.

Entertainment 52

Entertainment Morale Education Best practices 52

Skybridge

MAY 18, 2020

To Take Your Brand Safely Through This Crisis. Since COVID-19 first hit our shores, most North American businesses have been forced into an uncomfortable balancing act, trying to juggle the immediate needs of customers with long-term planning and budget concerns – all while keeping employees safe and engaged. For the most part, companies who took quick, decisive action to maintain some level of sales and service have been able to maintain greater stability in their operation.

Customer Care 52

Customer Care outsourcing Banking Best practices 52

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

City Communications

MAY 18, 2020

Since 2001, we have been in the business of helping organizations with their technology needs. Most of our new customers come from referrals from customers, word-of-mouth, or referrals from our Independent Business Partners (IBPs). Typically, our IBPs are companies or individuals in related industries with customers who use the products and services we sell like: hosted phones , internet connections , SD-WAN , contact center , etc.

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Technology Contact Center 52

Connect

MAY 18, 2020

With customer needs changing and remote working on the rise , now is the perfect time to future-proof your Contact Centre technology. Read on to discover the key considerations you need to make to undertake a cloud migration successfully.

Technology 52

Technology Customer Experience 52

NobelBiz

MAY 18, 2020

Despite the pandemic, or possibly hastened and emboldened by it, the FCC is doubling down on regulation in accordance with the TRACED Act - in part allowing for monetary forfeiture without warning. See what else is new right now! The post TRACED Act Update | FCC Hard at Work with New Regulations against Robocalls appeared first on NobelBiz®.

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CSM Magazine

MAY 18, 2020

A new nationwide study commissioned by Eskenzi PR examined how video conferencing has changed workers’ perception of their colleagues. The results, announced today, have found that 40% of UK workers judge their colleagues on how their house looks over video conferencing. Fortunately, of those who admit letting the appearance of their co-workers’ houses influence their opinion of them, 28% say they now view their co-workers more favourably.

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Surveys Customer Service 52

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

C Space

MAY 18, 2020

The Brand Move Roundup – May 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

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Transportation Sales Entertainment APIs 52

FiveStars

MAY 18, 2020

[ps2id id=’fbcoronavirus’ target=”/]With the onset of the novel coronavirus (COVID-19) crisis, many companies must take unprecedented action in order to survive. Social distancing guidelines and related health regulations mean that many small businesses need to establish an online presence to remain visible. In addition to revamping websites and online ads, essential workflow may also include […].

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Topdown

MAY 18, 2020

Digital transformation requires more than simply integrating new digital technologies. True digital transformation translates to overhauling processes, re-architecting operations and reimagining products and services. But are companies truly considering the customer in their digital strategies?

Technology 48

Technology Customer Experience 48