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. When people come out of the pandemic, it presents a unique opportunity to reinforce some behaviors that you would like to change. In today’s issue, we are going to talk about changing people’s habits.

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. An organization never knows when it may need an upgrade, so it is best to remain proactive. To stay ahead and be mindful of how well a contact center is performing, here are four key signs to look out for.

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. Countless customer service employees have told me they can't be a hero. According to them, their job doesn't allow it. I'm a cashier/receptionist/call center rep/etc.," they say. There's hardly ever an opportunity to be a hero to customers.

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. What is your background in the industry? We have over 17 years of experience in the contact center space. Our […]. Technology call center cloud solutions contact center remote desktop remote work work from home

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Why Do the Bad Guys Keep Winning?

ConvergeOne

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!). Data Center Cybersecurity Cyber Recovery

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More Trending

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.

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? How do you prove that you are an organization who is first and foremost loyal to the customers it serves? Close the loop.

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. It is the passion, involvement, and motivation they bring to work, which they use to guide their work.” – HR Technologist.

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).

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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

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. Sixty percent of employees report that they’re working from home, and 31% have started to work from home for the first time. There’s a small drop in effectiveness.

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.

How to Write Customer Service Representative Job Description [18 Descriptions & Titles]

ProProfs Chat

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business.

The Design Factor: Three reasons a Managed Service is better for Conversational AI

Interactions

“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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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. They have re lied on lessons learned from historic events and are also using the education they witness each day. We’ve all had to react in ways we never thought possible.

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. 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? 3 Things You Need to Know. appeared first on Fivestars Insights. Customer Loyalty

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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. 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.

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. The VirtualPBX Advanced Call Reports tool gives you access to all the call metrics that run through your business.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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.

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

Myra Golden

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.

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. Customers were patient and understanding, and we all adjusted to the extraordinary changes in our personal and business lives together.

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. With this goal in mind, we’re launching a new feature for Calabrio WFM and Calabrio ONE customers: Activity Notes.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them.

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

Team Support

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. And we’ve got a bonus at the end! Self-service.

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Moving from a State of Shock to a Steady State

CSM Practice

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? Or were they mostly worried about keeping themselves and their loved ones safe?

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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. 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! In this post: What is NLP? What is NLU? Is conversational IVR worth the effort? IVR technologies defined: What is NLP?

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. 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. Global Update

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

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. 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! In this post: What is NLP? What is NLU? Is conversational IVR worth the effort? IVR technologies defined: What is NLP?

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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Customer Service Training With Knowledge Management

Knowmax

Customer Service Training With Knowledge Management. Customer Experience Decision Trees Knowledge Base Knowledge Management Omni channel customer support Picture Guides agent experience Agent Learning