ShepHyken
DECEMBER 15, 2020
Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection. Top Takeaways: Customer success and customer support are related, but different.
Contact Center Pipeline
DECEMBER 15, 2020
Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home by 2023, while other experts noted that perhaps 25% to 50% already did. Midway through 2020, many businesses continue to struggle […].
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Myra Golden Media
DECEMBER 15, 2020
Last week I told you about De-escalation Academy, and immediately I got a ton of questions. You might have questions, too. So, I’m sharing the top four questions that I answered for new students last week. What is the total time commitment for the Academy? The total classroom training time is 75 minutes, spread out over four days. I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece).
Fonolo
DECEMBER 15, 2020
It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Crises do occur. And they will happen more frequently in the coming century, as natural forces and increasing disparity combine to drive systemic ecological and societal change.
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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.
Satrix Solutions
DECEMBER 15, 2020
Have you ever thought about how your customer’s experience is tightly intertwined with the health of your brand? Each experience with your product or service can have an impact on how your brand is perceived overall. A positive experience often leads to higher brand loyalty and increased praise about that experience via word-of-mouth. A negative experience can have the opposite effect.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JustCall
DECEMBER 15, 2020
The phone continues to be customers' preferred channel for contacting businesses. So, handling phone support, as well as outbound calling campaigns, demand reliable tools. A call center software comes in handy, here. Bundled with valuable features, call center software is an indispensable component of big and small enterprises alike. In this blog, we will take a look at some of the top features of call center software.
VirtualPBX
DECEMBER 15, 2020
Today’s guest post was written by TechWarn , a digital safety advocate and news site. We use passwords every day. In fact, the average Internet user has 90 online accounts which likely means they’re using nearly a hundred passwords as well. But even though passwords are the main security measure in the digital world, most people know very little about password strength and how to maximize their protection.
Maru Group
DECEMBER 15, 2020
It’s no surprise to anyone that Christmas is going to feel a little different this year. That’s why we’re pleased to continue our Reinventing the Holidays series focusing on the central question of what does the 2020 holiday season hold for consumers and brands alike? With so many risks, and so many parts of our lives transformed by COVID-19, how can we still make the biggest shopping holiday of the year feel special?
ChurnZero
DECEMBER 15, 2020
Criteria Corp’s Customer Success Team (and a few furry friends). Criteria Corp is a leading provider of professionally developed pre-employment screening. Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.).
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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
delighted
DECEMBER 15, 2020
It’s no secret that capturing feedback from clients, employees, and potential customers is essential for building a foundation in experience management. But, organizing and standardizing team processes around feedback data can seem daunting, especially if it’s a manual process. That’s why we’re excited to announce three key integrations available to you today!
Integrity Solutions
DECEMBER 15, 2020
Effective sales coaching yields results, and sales leaders intuitively seem to understand this. So where’s the disconnect? Why isn’t everyone putting their energy and attention behind something they know will deliver results? You don’t have to look far to find another article or blog post talking about the importance of coaching in the workplace. Productivity, retention, engagement, adaptability and performance are just a few of the benefits coaching has been shown to deliver.
Chip Bell
DECEMBER 15, 2020
My river house in the mountains of North Georgia just got fiber optic high speed Internet. In Internet talk, we went from 10 mpbs to over 100 and the capacity to stream TV instead of using a pricey satellite dish. But one of the older TVs needed a fire stick to interface with the Internet. We wanted a 4K, not a 1080. I called Target in Athens to inquire if they had an Amazon Fire Stick 4K in stock; they did.
Strikedeck
DECEMBER 15, 2020
Vincent Manlapaz, in an interview with Mary Poppen talks about managing customer expectations. How do we support customers amid this global pandemic and the lessons it teaches us?
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.
SharpenCX
DECEMBER 15, 2020
Many people would love a personal stylist to find clothes that fit well and look great, without all the hassle. You don’t have to put in a ton of effort, but you still find style that suits you. But hiring a personal stylist is a pipe dream for most people. So instead, we stick to shopping as we know it. . We try on a dozen pairs of jeans at the mall, shimmying our way into each.
NobelBiz
DECEMBER 15, 2020
What is really a mental health issue? How does it manifest itself at work? And what are the consequences in a call center? To better understand this problem, which is unfortunately still taboo, and to provide answers that will help support employees and owners. The post Learn About Mental Health And Stress Among Call Center Employees appeared first on NobelBiz®.
Alorica
DECEMBER 15, 2020
This week, Jennifer is joined by Susan Dumond, the Chief Employee Experience Officer at Alorica, a global leader in customer experience solutions. Alorica is made up of more than 100,000 problem solvers who make lives better through positive customer interactions—at every touchpoint—across voice, chat and social. Listen to Podcast Susan brings more than three decades of expertise to her role as.
Concentrix
DECEMBER 15, 2020
Gain insights to help you shape your future work at home strategy for delivering exceptional CX. The post Creating a Successful Work At Home CX Strategy 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.
Jon Arnold
DECEMBER 15, 2020
Last week was another busy week in the collaboration space, as the stream of large-scale developments continues. The big players keep making big moves, as dominance in this space seems to be coming down to a handful of majors. We’re still digesting Saleforce taking out Slack, and just before that RingCentral announced yet another Tier 1 strategic partnership - Vodafone - to further spread their global footprint.
LiveVox
DECEMBER 15, 2020
The FCC’s June 30, 2021 deadline will be here before we know it so STIR/SHAKEN & call blocking are top of mind for many contact center and customer experience leaders. In case you missed it last Thursday, we hosted legal expert Michele Schuster and some of our own operations experts for an in-depth conversation about: […]. The post [Webinar] STIR/SHAKEN is Shaking Up the Contact Industry: Everything You Should Know about the FCC’s New Requirements appeared first on Livevox.
ConvergeOne
DECEMBER 15, 2020
2020 has been a groundbreaking year on many fronts. Unfortunately, the majority of them have not been good ones. On October 28, 2020, the FBI, HHS, and CISA jointly reported on an imminent threat to healthcare organizations (the Health and Public Health Sector) surrounding the Ryuk variant of ransomware and other malware most recently seen accompanying it.
NobelBiz
DECEMBER 15, 2020
What is really a mental health issue? How does it manifest itself at work? And what are the consequences in a call center? To better understand this problem, which is unfortunately still taboo, and to provide answers that will help support employees and owners. We will look in-depth at this issue and what strategies can be adopted by contact centers.
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!
A Better Answer
DECEMBER 15, 2020
The phone is ringing off the hook. That’s great, but who’s going to get it this time? You and all your employees are busy, but you know customer service is important. You have so much work, you feel as though the days are getting shorter and shorter (and it’s not just because of daylight savings). You’ve already decided you need help. An outsourced call center, perhaps?
LiveVox
DECEMBER 15, 2020
The teleservices industry finds itself in the unique position of being buoyed rather than crippled by the global pandemic. A 2020 telecom industry report from Grand View Research estimated the worldwide value of the industry at $1.74 trillion, with expected annual growth of 5% between now and 2027. The growth is largely driven by “escalating […].
The Petrova Experience
DECEMBER 15, 2020
As we get ready for 2021, we have been diving in to the top customer experience trends we see on the horizon. So far, we have looked at why customer experience is more important even though customer experience programs demonstrate how CX is still a mystery. Then, we helped you get serious about customer experience strategy for 2021. Today, we are examining an unexpected trend: US Government customer experience.
bold360 Blog
DECEMBER 15, 2020
This post originally appeared on our LogMeIn blog. —. Yesterday , SolarWinds , a widely used security and IT management tool , issued a security advisory notifying customers of a cyberattack to their systems that inserted a vulnerability within the SolarWinds® Orion® Platform software builds for versions? 2019.4 HF 5? and ?2020.2? with no hotfix installed ?
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
CSM Magazine
DECEMBER 15, 2020
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres.
Grupo Noa
DECEMBER 15, 2020
Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. It is not only effective and influential but faster in operation too. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability.
Back Office Centers
DECEMBER 15, 2020
The simplicity of data entry services can often land you in this fall sense of complacency that everything will be done right. But oftentimes, it is the less-concentrated processes that become a major hurdle for business operations. It happens because of oversight and ignorance. In case of data entry, it happens because of the excessive use of manual resources.
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