JustCall
AUGUST 21, 2020
Medical call centers have ramped up the patient-provider relationship in the healthcare industry. About 2/3rds of all U.S. hospitals employ call centers for a variety of purposes and that number is steadily increasing. (Source) However, with the increasing magnitude of patient calls and queries, it becomes tougher for medical organizations to provide a balanced patient experience and customer service.
ShepHyken
AUGUST 21, 2020
This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, sati
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Beyond Philosophy
AUGUST 21, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
Myra Golden Media
AUGUST 21, 2020
COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.
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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.
CCNG
AUGUST 21, 2020
During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. What as learned in the first half of the year that will drive how companies structure contact center and customer care going forward?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
AUGUST 21, 2020
2020 is the year of virtual events. But how do you make sure it’s successful? For starters, you need to spread it out. Read more advice from a member of the National Speakers Association – Roy Atkinson. He’s here to tell us how to make it go great! The post VIDEO: How to Host a Virtual Event in 2020 appeared first on NobelBiz®.
ChurnZero
AUGUST 21, 2020
As the last week of August creeps upon us, the end-of-summer angst begins to take hold – a perennial flashback from our once dreaded back-to-school summoning. To better capture this sentiment as an adult, some say that August is like the Sunday of summer. With the “scaries” ominously lurking around the corner of September, we come to the slow yet sudden realization that another season has come and gone – and still, there remains so much to be done.
Totango
AUGUST 21, 2020
An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value.
NobelBiz
AUGUST 21, 2020
This is First Contact: Stories of the Call Center. In episode 8, we talk with Roy Atkinson about his extensive career that spanned all sorts of jobs, but overall centered on delivering the excellent customer support that people need to them. The post The Lifelong Dream of Customer Support: Roy Atkinson appeared first on NobelBiz®.
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.
Concentrix
AUGUST 21, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, new studies reveal multiple strains of the virus, some more virulent than others. Many countries enter their second wave of infection as some citizens are faced with prolonged or renewed quarantine restrictions. India and Australia negotiate with manufacturers to.
Solvvy
AUGUST 21, 2020
The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Even in the face of challenges like smaller budgets, reduced agent headcount, and the move to fully-remote workforce models, customers still expect a higher level of service than ever before.
Voiance
AUGUST 21, 2020
Non-English calls will take longer than their English equivalents. That’s why it’s important to choose a language service vendor that provides trained, professional interpreters who help you minimize Average Handle Time.
ConvergeOne
AUGUST 21, 2020
For large organizations, the shift to a remote workforce isn’t as simple as opening a laptop and Slack. Here’s what CIOs need to do now to support the post-COVID workplace. When the pandemic forced thousands of workers to work home last spring, obstacles loomed everywhere for CIOs. Today, months later, the challenges continue as many companies were forced to rethink how—and where—we work.
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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.
Anexa BPO
AUGUST 21, 2020
Your business is up and running, and you have a fantastic service or product. While this might be the most central component to a prosperous enterprise, it’s not the only factor that will catapult your labour of love to major success. With an increasingly competitive business landscape and the relationship between consumer experience and conversions, buyers now possess more influence than ever before. .
Quiq
AUGUST 21, 2020
Share This Story Customer engagement is constantly evolving and the trend towards more customer-centric experiences hasn’t slowed. Businesses are increasingly having to provide faster, easier, and more friendly ways of initiating and responding to customer’s inquiries. Businesses that adapt to this continually changing environment will ensure they are not only delivering desirable products but also superior service with better ways for customers to engage. .
AnswerConnect
AUGUST 21, 2020
Offer a Personalized Service Every Time. 77% of consumers have chosen, recommended, or paid more for a brand that provides. Continue Reading → The post Why an Answering Service: Personable appeared first on AnswerConnect Blog.
Injixo
AUGUST 21, 2020
Workforce planning with Excel or other spreadsheet tools can be a real challenge at times. You feel frustrated when things don’t work the way you’d expect them to. You may also experience limitations, errors, and complexities that cost you time and effort. But, your spreadsheet can still be a powerful tool that allows you to do your daily job as a resource planner.
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!
Jon Arnold
AUGUST 21, 2020
Around this time each month, I publicly share our latest Watch This Space podcast, which my newsletter subscribers have exclusive access to earlier in the month. If you follow me, you’ll know there are changes coming with the podcast, and there will be an update on that in the September issue. If you don’t know, I produce both a monthly newsletter - JAA’s Communications and Collaboration Review - along with my monthly WTS podcast.
CSM Magazine
AUGUST 21, 2020
Between March and April of this year, the e-commerce industry has experienced a decade worth of growth. As consumers continue to take their business online, content marketing has never been more important. While it encompasses a broad field, content marketing is a crucial part of online customer service in today’s world, and it’s quite simple when boiled down to its base components.
NobelBiz
AUGUST 21, 2020
This is First Contact: Stories of the Call Center. In episode 8, we talk with Roy Atkinson about his extensive career that spanned all sorts of jobs, but overall centered on delivering the excellent customer support that people need to them. The post VIDEO: Why Companies Are Prioritizing CX During a Pandemic appeared first on NobelBiz®.
CSM Magazine
AUGUST 21, 2020
With the ongoing process of globalization, international conferences have become a regular aspect of almost every business. But there is one obstacle that still exists despite our development. It’s called the language barrier. In your international business career, you’ve probably noticed that not every person you meet speaks fluent English. Not being able to communicate is always an annoying thing, and in the business world, communication is the key to success.
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.
NobelBiz
AUGUST 21, 2020
Change management means being prepared to implement changes into your organization on different levels. Whether that’s IT or organizational, Roy Atkinson will explain how it works. Go in to understand why you need a clear change management process in your business. The post VIDEO: How Does Change Management Work? appeared first on NobelBiz®.
CSM Magazine
AUGUST 21, 2020
The Bureau of Labor Statistics has stated that workplace violence is responsible for 2% of work-related injuries and 16% of workplace-related fatalities. This violence is often caused by robberies and disgruntled workers, but if you’re in front-line customer service chances it’s possible you’ve been threatened with violence by a customer on more than one occasion.
NobelBiz
AUGUST 21, 2020
This is First Contact: Stories of the Call Center. In episode 8, we talk with Roy Atkinson about his extensive career that spanned all sorts of jobs, but overall centered on delivering the excellent customer support that people need to them. The post VIDEO: How to Communicate the Value of Customer Experience? appeared first on NobelBiz®.
Zappix
AUGUST 21, 2020
Customer service automation isn’t coming for our jobs — as more businesses implement self-service capabilities, customer service representatives stand as well as consumers to benefit. Self-service helps make agent interactions.
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
NobelBiz
AUGUST 21, 2020
Customer effort score is one of those metrics that are slightly newer that most businesses haven’t gotten a grasp of yet. So, read this explanation from Roy Atkinson and you’re already getting ahead of the competition! The post VIDEO: What Is the Customer Effort Score? appeared first on NobelBiz®.
Anexa BPO
AUGUST 21, 2020
Now more than ever, outsourcing is the norm. Contracting to third-party freelance workers or BPO companies is among the most cost-effective ways to operate a business. However, regardless of budgetary requirements many prominent companies are converting to this highly efficient practice, simply because it allows businesses to put more of their resources (and funds) elsewhere.
NobelBiz
AUGUST 21, 2020
This is First Contact: Stories of the Call Center. In episode 8, we talk with Roy Atkinson about his extensive career that spanned all sorts of jobs, but overall centered on delivering the excellent customer support that people need to them. The post VIDEO: Failure to Communicate Is Failure to Serve appeared first on NobelBiz®.
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