Beyond Philosophy
MAY 21, 2020
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. When people come out of the pandemic, it presents a unique opportunity to reinforce some behaviors that you would like to change.
Spearline
MAY 21, 2020
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. An organization never knows when it may need an upgrade, so it is best to remain proactive.
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Toister Performance Solutions
MAY 21, 2020
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. Countless customer service employees have told me they can't be a hero. According to them, their job doesn't allow it.
Myra Golden Media
MAY 21, 2020
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. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry.
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Contact Center Pipeline
MAY 21, 2020
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. What is your background in the industry? We have over 17 years of experience in the contact center space.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
MAY 21, 2020
“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. They have re lied on lessons learned from historic events and are also using the education they witness each day.
Tethr
MAY 21, 2020
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? How do you prove that you are an organization who is first and foremost loyal to the customers it serves?
Talkdesk
MAY 21, 2020
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. It is the passion, involvement, and motivation they bring to work, which they use to guide their work.” – HR Technologist.
C Space
MAY 21, 2020
Customer, Now. Nothing is changing faster than ourselves. Read more about this C Space project. What’s happening with customers right now and what should business do next? Suddenly, these two questions became a lot more complicated; the answers require us to get beyond the numbers, headlines and hyperbole in search of simple, scalable human truths. That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspecti
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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
FiveStars
MAY 21, 2020
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. If you are looking for a way to transform your existing loyalty program or launch a new one, this guide details the history, benefits, drawbacks, […]. The post Looking for a Punch Card App?
Nicereply
MAY 21, 2020
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. One of the ways to do that is to make sure you’re getting as much customer feedback as possible, to help you guide your customer experience decisions.
ConvergeOne
MAY 21, 2020
Every 11 seconds, someone within the United States is infected with ransomware. That means that by the time you finish reading this blog post, almost 30 people will have their data locked and encrypted unless they pay a cybercriminal a ransom of hundreds or thousands of dollars (hopefully it’s not YOU!).
DMG Consulting
MAY 21, 2020
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. We’ve dealt with epidemics before—including the H1N1 pandemic in 2009, which gave us a scare—but never in any of our lifetimes have we confronted a pandemic of this magnitude, where the primary mechanisms for mitigating its
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.
Interactions
MAY 21, 2020
“Why don’t we just do it ourselves?” These are the famous last words of every failed AI project. Well, maybe not, but they might of well have been. In a false attempt to cut down costs, have more customization over the end-product, and deploy faster, many companies mistakenly approach Conversational AI deployments the same as other technologies: by taking on the burden in-house.
Concentrix
MAY 21, 2020
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. The following is a roundup of key events that have happened around the world in the last 24 hours. Global update: The post COVID-19 Global Update May 21, 2020 appeared first on Concentrix.
Customer Experience Matters
MAY 21, 2020
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. Sixty percent of employees report that they’re working from home, and 31% have started to work from home for the first time.
Concentrix
MAY 21, 2020
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.
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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.
Calabrio
MAY 21, 2020
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. With this goal in mind, we’re launching a new feature for Calabrio WFM and Calabrio ONE customers: Activity Notes.
TeamSupport
MAY 21, 2020
Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it! We’re looking at different B2B customer support channels from two distinctly opposite perspectives: cost center (support is a necessary evil of business) and profit center (support can hold its own in the revenue generation conversation). In Part 2 we are looking at two of the most modern support channels, self-service and visual support.
DMG Consulting
MAY 21, 2020
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). That’s because enterprise executives have finally accepted that their organizations need to deliver the personalized service experiences their customers want
Provide Support
MAY 21, 2020
The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.
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!
CSM Practice
MAY 21, 2020
About 8 weeks ago (or maybe more depending on your location) the world changed. The spread of COVID-19 has had a huge impact on many aspects of our lives, customer success is no different. Customer engagements abruptly slowed down and within days were put on hold or stopped completely. At that time, did customers care about value and success? Did anyone care about KPIs?
Babelforce
MAY 21, 2020
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. These IVR technologies are vital to the next generation of automated call tools. So we’d better get a good idea of what they are!
Quiq
MAY 21, 2020
Share This Story The term doesn’t refer to communication reserved solely for the elite, but rich messaging does rank highly among the most effective ways to engage customers today. Rich messaging (or Rich Communication Services or RCS) adds personalization, branding, and interactivity to 2-way messaging conversations , which even in its current SMS form, has very high open rates.
Babelforce
MAY 21, 2020
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. These IVR technologies are vital to the next generation of automated call tools. So we’d better get a good idea of what they are!
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
DMG Consulting
MAY 21, 2020
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.
C Space
MAY 21, 2020
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