Thu.May 21, 2020

Why This is a Great Time to Change Your Customer Habits

Beyond Philosophy

The world is somewhat depressing at the moment, but every cloud has a silver lining. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers.

4 signs that a contact center needs to upgrade

Spearline

Maintaining excellent customer experience is essential for an organization’s contact center to thrive and excel. But, it can be very easy for contact centers to lower their guard, to think that everything is fine and that their customers aren’t suffering in the process.

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How to be a hero to your customers

Toister Performance Solutions

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.com and affiliated sites. Heroism is a misunderstood concept.

If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.

Myra Golden Media

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Meet LogMeIn: Our May 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support.

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Build a better employee experience with Talkdesk Workforce Engagement Management

Talkdesk

The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is defined as the emotional investment employees make in their organizations.

Why Do the Bad Guys Keep Winning?

ConvergeOne

Every 11 seconds, someone within the United States is infected with ransomware.

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5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks customer experience customer service customer service reporting

Customer loyalty starts with loyal businesses

Tethr

There are countless articles out there about how you can secure more loyal customers. While there are tips, tricks and gimmicks out there to help you increase customer loyalty, the truth is that the best way to attract more loyal customers is to be a loyal company. So where do you start?

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

In Times of Crisis, Contact Center Agents Must Practice Mindfulness

DMG Consulting

5 Customer Service Trends That Point to a Promising Future. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. COVID-19 is frightening for good reason. There is no vaccine, no known cure, and no medicines that have proven to minimize its impacts.

Activity Notes: A New Way to Track Special Events in Calabrio WFM

Calabrio

While organizations are operating in various off-premises locations, the need for transparency, preparedness and communication increases. Our customers have been angling for an option to log actions that don’t fall within standard parameters.

Part 2: B2B Customer Support: Cost Center or Profit Center?

TeamSupport

Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it!

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Schedule Change: WFM Helps Optimize Workforce Scheduling, Forecasting and CX During Evolving Phases of Pandemic

Serenova

At the start of the COVID-19 lockdown, transitioning agents to work from home (WFH) while maintaining merely acceptable customer experiences was the most contact centers could manage.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Education And Healthcare Employees Are Most Impacted By Companies’ COVID Response

Customer Experience Matters

To understand the impact that COVID is having on employees, we surveyed more than 5,000 U.S. employees. While 11% have been laid off or temporarily furloughed, the remaining employees provided feedback on their COVID work environment. We found that: Most people are working from home.

KPI Reporting Example on a VirtualPBX Phone Plan

VirtualPBX

The key performance indicators (KPIs) associated with your business show the specific ways in which your activities are successful. From Marketing campaigns to Sales calls, Support tickets to Engineering uptime, it’s important to be accurate in your measurements of daily business dealings.

How to customize a CSAT survey in Zendesk

Nicereply

There’s always something for you to try out to push your response rates and improve your feedback program. Based on a 2016 study by Spigit, 75% of companies want to improve their customer satisfaction and overall experience, and it is safe to assume that number only went up in recent years.

NLP and NLU – What’s the Difference? (IVR Technologies Defined!)

Babelforce

A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles – but the terms are often used interchangeably.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Looking for a Punch Card App? 3 Things You Need to Know.

FiveStars

Today, nearly every form of business that was once done on paper is being partially or fully transitioned into a digital format. Loyalty cards and punch cards are no exception.

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NLP and NLU – What’s the Difference? (IVR Technologies Defined!)

Babelforce

A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles – but the terms are often used interchangeably.

VISION 2020

DMG Consulting

VISION 2020. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. We’ve entered the new decade with great momentum in technological innovation. Startups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that will change the way we live our lives and conduct business over the next ten to twenty years.

LIVE NOW! Aspect Education Services: Supplemental Training

Aspect

“Education is the most powerful weapon which you can use to change the world.” — Nelson Mandela . This statement has never been truer. The world we knew just a few short months ago is changing before our eyes. T he COVID-19 pandemic has forced people to think without boundaries.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

5 Customer Service Trends That Point to a Promising Future

DMG Consulting

5 Customer Service Trends That Point to a Promising Future. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. Last year was a great year for service organizations and contact centers—even when it was clear that customers and clients were often displeased with levels of service (with a few notable exceptions).

COVID-19 Global Update May 21, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, various countries have announced the reopening of airlines, while others have implemented other flight bans, some of which last through the summer.

AI Will Change the Service Game, Eventually

DMG Consulting

AI Will Change the Service Game, Eventually. 2/27/2020. By Donna Fluss. View this document on the publisher’s website. Volatility is the only given in the business world, and the biggest challenge.

Unleash the power of certified vehicle sales

Concentrix

Is your Certified Pre-Owned (CPO) program ready to be a strategic growth enabler during the COVID-19 crisis? The post Unleash the power of certified vehicle sales appeared first on Concentrix. Fact Sheets Resources Fact Sheet

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The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.