Contact Center Pipeline
JUNE 16, 2020
The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around the world go on lockdown, company leaders are focusing their resources on stabilizing the operations. Without doubt, the top priority for contact center leaders during a crisis is the human element—taking care of your agents […].
Fonolo
JUNE 16, 2020
As we speed towards the close of our third official month in lockdown, it’s time to start thinking about the future. And that means thinking about how to transition back to the contact center. But what risks will the post-pandemic contact center manager expect? And how can they mitigate them? Here are the four biggest risks we think face the post-pandemic contact center: Risk #1: A COVID-19 outbreak amongst your staff.
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Guru
JUNE 16, 2020
A knowledge management system is a tool your company can use to capture, organize, and analyze information pertinent to your business. An effective knowledge management system enables improved collaboration, decision making, problem solving, communication, innovation, and time management among employees and translates to a more efficient and satisfactory customer experience.
ShepHyken
JUNE 16, 2020
Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. Shep Hyken interviews Dan Hill , founder of Sensory Logic. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions. Top Takeaways: Facial coding is not facial recognition, but rather how emotions are displayed on the face.
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TechSee
JUNE 16, 2020
Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry knowledge retires along with them. In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
JUNE 16, 2020
There will always be room for improvement. So, keep iterating and stay curious. The bigger the investment you make, the larger the return will be. Even before we were all asked to stay at home and save lives, it was expected that online shopping – and other non-retail purchasing – would grow as much as 14% this year. That increase represents about 20 billion dollars in additional spending.
Inbenta
JUNE 16, 2020
Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN. In the context of the health crisis linked to the COVID-19 pandemic, the European Organization for Nuclear Research (CERN), one of the world’s largest and most respected centers for scientific research, faced a rapid and significant increase in human resources-
CSM Practice
JUNE 16, 2020
It is my assumption that in the next 6 months, there will be very few business travels. Would you postpone the next (executive) business review until in-person visits are an option again? Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate.
ChurnZero
JUNE 16, 2020
SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. After speaking with their community in the wake of the current crisis, they said one thing was clear – the need to connect and share knowledge remains and grows stronger with each passing day. That’s what led them to bring that value online with their SaaStock Remote event last week.
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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
Satrix Solutions
JUNE 16, 2020
I am a huge fan of online shopping and meal delivery services. I have tried almost all the major meal delivery services currently on the market – some of which I am a Promoter and others I’d be a Detractor. Quality of the product and the meal prep is important, but one of the biggest impacts on my ranking is how they resolve service issues. A service issue, in this case, usually stems from damaged food-related to shipping or billing problems are the service issues I experience most.
Serenova
JUNE 16, 2020
As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. As 37.2% of organizations have hired Chief Customer Officers (a relatively new executive position responsible for all customer-facing activities and strategies), they have brought to the forefront customer experience (CX) issues of concern—among them, turnover rates.
pindrop
JUNE 16, 2020
The post Contact Center Authentication: A Comprehensive Guide for 2020 and Beyond appeared first on Pindrop.
SharpenCX
JUNE 16, 2020
Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. And as we live and work through a pandemic, that number has only grown. In the last few months, technology giants like Apple, Facebook, Microsoft and Twitter have made the move to a fully remote work environment. Remote work isn’t just a trend any more.
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.
Tethr
JUNE 16, 2020
The Tethr Effort Index (TEI) is a powerful and substantial tool. Are you ready to dive into all facets of TEI? TEI is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances. Rather than waiting for low-response rate surveys to measure effort, TEI scores every customer interaction so managers can instantly deliver critical customer interventions and help agents upgrade their game.
Jon Arnold
JUNE 16, 2020
Just a quick post to mark the most recent SCTC event - last Friday, June 12. This was one of our regional events , and closer to home, it was for the Canadian consulting community, but also for the surrounding Great Lakes states. With so few events to attend in Canada, it’s a big deal for Canadian consultants, and like with everyone else, a virtual event is better than no event at all.
Wowdesk Blog
JUNE 16, 2020
Enterprises of all industry types and sizes need a customer feedback system. Consumer feedback is their opinions, rating, thoughts, or feelings about your brand, product, or service. If you can manage these efficiently, you are likely to maintain a satisfied clientele who will stick with your brand in the long haul. . With a customer feedback system , businesses can address their customers’ input on multiple channels and get their worthy opinion to enhance the customer experience.
Eptica
JUNE 16, 2020
Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Published on: June 17, 2020. Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak. In fact, research from Contact Babel found that 84% of UK contact centres have now moved from a centralised model to one based on home working – up from
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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.
Concentrix
JUNE 16, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, the UK has found a common corticosteroid drug could reduce deaths in ventilator patients by as much as a third. India ramps up its testing capacity to 300,000 a day, while Brazil takes a sample-based approach with lower capacity. France’s top drugmaker vows to invest.
FreshGrade
JUNE 16, 2020
Many summer camps may not happen this year, so we’ve put together a few resources, ideas, and activities for you to share. We’ve asked teachers for more ideas on our Facebook post(LINK), so if we get more, we may add them here. For you and your artist! Paint from nature. Make relaxation jars. For you and your scientist! Make a solar oven. Make homemade putty or playdough.
Advantage Communications
JUNE 16, 2020
There’s an abundance of information across the internet on the importance of both the customer experience (CX) and the employee experience , but, surprisingly, it’s fairly difficult to find information on aligning them both together. The vast majority of businesses spend their time wondering what comes first, employees or customers. Why not both? By taking care of the employee experience, your employees will take care of the customer experience.
CSM Practice
JUNE 16, 2020
It is my assumption that in the next 6 months, there will be very few business travels. Would you postpone the next (executive) business review until in-person visits are an option again? Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate.
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!
TeamSupport
JUNE 16, 2020
This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by the major fluctuations in consumer trust. However, even in these times, there are strategies to build stronger post-sale customer relationships the right way from day one. Let’s look at how businesses can successfully work with new customers to create a strong foundation for moving forward even during uncertain economic times.
CSM Practice
JUNE 16, 2020
The job market is wide, it has a lot of opportunities that can be offered to job-seekers who are seeking Customer Success jobs during COVID-19. However, as a result of the outbreak of corona virus, the future of the labor market is unprecedented and the competition of job-seeking will change dramatically. Many Customer Success professionals are seeking Customer Success jobs amidst COVID-19.
Hero Digital
JUNE 16, 2020
In a general sense, ‘digital transformation’ could be described as transitioning customers who do not use digital technologies into those who do. When it comes to banking, certain technologies, like mobile banking and contactless payment, have been on the cusp of breaking through for some time. Now, after months of stay-at-home orders, new digital habits are starting to solidify in customers and these behavior shifts are uncovering more nuances into audiences.
CSM Practice
JUNE 16, 2020
Businesses are getting ready to return to work in the physical workplace indicates that employers and employees are embracing the “new normal”, overcoming the fear of the COVID-19 pandemic and adapting to the new culture and best practice. The return to work, raised legitimate concerns amongst the customer success community with regards to the health and safety of employees, vendors, and clients. .
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
ConvergeOne
JUNE 16, 2020
Pandemic this, COVID that… enough already, right? The situation was supposed to be temporary, but is it really? Many organizations I’m working with now are in a planning phase, and they aren’t planning for everyone to return to the office.
LiveVox
JUNE 16, 2020
On-Demand Webinar: Strengthen Compliance and Optimize the Customer Experience with Speech Analytics Full Transcript Lindsay (01:40): Good morning, everyone. This is Lindsay with LiveVox. Thank you for joining today’s webinar, Strengthen Compliance, and Optimize the Customer Experience with Speech Analytics. It is about two minutes until the top of the hour.
VocalCom
JUNE 16, 2020
The post [White Paper] Contact Centers of the Future: Creating Tomorrow’s Experience appeared first on Vocalcom Blog.
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