Satrix Solutions
MAY 7, 2020
When software companies are seeking efficient ways to manage customer churn, some choose to monitor the health of their book of business by reviewing a few efficiency and productivity based metrics. These often help managers and leaders plan workload, identify top performers, strategically identify upsell opportunities, and get alerted to potential churn risks.
Nicereply
MAY 7, 2020
Creating a smart incentive pay program can reward your best employees and raise the bar for everyone on the team. The inbox is filling up, and reply times are creeping up. You need to find a way to motivate your team to be more productive; otherwise, you face angry customers and a large backlog. Are Incentive pay and bonuses the right way to go? Less than a third of American workers feel motivated by their job, according to a Gallup poll.
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Playvox
MAY 7, 2020
As a BPO, your primary challenges likely include customer satisfaction, quality of service and cost containment, especially during these trying times. It's no surprise that an increasing number of companies are turning to BPOs to accelerate or even support work from home environments. As a result, BPOs are seeing a spike in the demand for their services.
Beyond Philosophy
MAY 7, 2020
Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.
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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.
Myra Golden Media
MAY 7, 2020
When you convey empathy to customers, you reframe the issue from “problem” to what you can do to help. Before offering a solution or asking the customer for details, like claim number or email address, provide a statement for empathy. You’ll find you create calm and maintain control when you lead with empathy. GET MORE IDEAS LIKE THIS.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
MAY 7, 2020
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s GroupMe app. Employees rushed around their homes to find everyday items: toothbrush, paperback novel, tv remote, candle, Airpods, olive oil, and so on. The activity took less than ten minutes, and it set the tone for a fun, upbeat virtual meeting.
Toister Performance Solutions
MAY 7, 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. The research started as a quest to discover the most effective ways to delight customers. It soon took an unexpected turn. Matt Dixon and his colleagues found that delighting customers didn't pay.
Aspect
MAY 7, 2020
La pandemia de COVID-19 ha creado desafíos comerciales en todo el mundo. Con los rápidos cambios en el funcionamiento de las organizaciones, ha quedado claro que para prosperar, las empresas deben reinventarse. . The Aspect Coffee Sessions te puede ayudar! Estas sesiones son Webinars cortos que t e brindarán acceso ilimitado e interactivo a los líderes de Aspect que compartirán su experiencia y continuarán la conversación.
VirtualPBX
MAY 7, 2020
Our Business Phone Plans offer administrators and phone system users a number of web portals where they can log into their accounts. In order to keep their accounts secure, it’s essential that their logins have a high password strength. When creating a set of login credentials, you can improve your password strength by increasing the length of the password or by using a more complex character set.
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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
Nuance
MAY 7, 2020
Every minute, every hour, every day, people around the world depend on nurses for their health and wellbeing. That’s been true for centuries, but it’s perhaps never been more true than it is today. When we think of the super-heroes we grew up with, they ran toward challenges to help people and make a difference [.] The post Celebrating Nurses Week Through the Voice of Our Modern-Day Super-Heroes appeared first on What’s next.
Serenova
MAY 7, 2020
If you’ve been trying to build a compelling case for migrating your contact center to the cloud, COVID-19 may have provided an unexpected boost. The necessity to transition your agents to work from home (WFH) and burst to scale might be the convincing argument you’ve needed. If you’re using an on-premises solution, you’ve heard the arguments against the switch—most of which center around resistance to change and the perceived comfort of staying with the status quo.
pindrop
MAY 7, 2020
Fraudsters thrive during periods of chaos and uncertainty. Any disruption to the status quo provides an opportunity to seize sensitive consumer data and leverage it against individuals and their financial institutions. Significant increases in phone, text and email phishing are enabling fraudsters to take advantage of the current financial uncertainty and public health concerns.
Aspect
MAY 7, 2020
A pandemia do COVID-19 criou desafios de negócios em todo o mundo. Com as rápidas mudanças na forma como as organizações operam, ficou claro que, para prosperar, as empresas devem se reinventar. . The Aspect Coffee Sessions podem ajudar! Essas sessões são breves seminários on-line que oferecem acesso interativo e ilimitado aos líderes da Aspect que compartilharão suas experiências e darão continuidade a conversa.
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.
NICE inContact
MAY 7, 2020
Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.
Interactions
MAY 7, 2020
Recent disruptions in the workplace due to COVID-19 have left contact centers scrambling to fill the gaps created by limited or impacted workforce. Long wait times and unanswered calls increases customer dissatisfaction in an already frustrating situation. In a rush to resolve these issues companies are looking at solutions that will lead to instant improvement.
Hello Customer
MAY 7, 2020
Earlier this week we hosted a great webinar featuring our board member and early believer Rik Vera. If you were there, thanks for attending, we loved everyone saying hello virtually, we had some great questions and the all-round vibe was buzzing! We’re already dreaming of a live version somewhere in the future where we can see all your smiles and faces.
Tethr
MAY 7, 2020
It’s one thing to have powerful data at your fingertips, it’s another to know what to do with it. The Tethr Effort Index (TEI), the market’s first machine learning-based, predictive customer effort score, not only scores effort, it shows you how to take action on what you discover. . Using TEI, you can weed out difficult, high-effort interactions from customers who are now likely to spread negative word of mouth, churn and leave for a competitor.
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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
MAY 7, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, several countries have announced extensions to existing lockdown or restriction measures. Other countries are continuing to release plans for the gradual reopening of economies. The following is a roundup of key important events that have happened around the world in the last 24.
Guru
MAY 7, 2020
A company wiki is a type of knowledge management software: an updatable source of internal company information. They’re versatile and easy to set up, and, unlike even a few years ago, many of them integrate with team communications platforms like Slack or Teams. And because Guru was founded on the idea of Slack integration, we know why: By adding an internal wiki to your comms platform, you can access your entire knowledge base without interrupting the conversation.
NICE inContact
MAY 7, 2020
Did you know that Lassie received the very first pet insurance policy in the US in 1982? No? You may not even know much about pet health insurance itself. Even though it appears to have existed in other parts of the world for decades, it has been much slower to catch on in the US. Similarly, customer experience has always existed, even though we weren’t yet aware of its importance to companies and the products they sell.
TeamSupport
MAY 7, 2020
In Part 1 of our series on changing support software, we went through some questions to help you identify if now is the time to consider other options for your support technology. In Part 2, we discuss some key strategies for properly evaluating different support solutions. Let’s dive right into how companies should go about choosing their new support software with these 5 steps.
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!
Nuance
MAY 7, 2020
Every minute, every hour, every day, people around the world depend on nurses for their health and wellbeing. That’s been true for centuries, but it’s perhaps never been more true than it is today. When we think of the super-heroes we grew up with, they ran toward challenges to help people and make a difference [.] The post Celebrating Nurses Week Through the Voice of Our Modern-Day Super-Heroes appeared first on What’s next.
C Space
MAY 7, 2020
The Brand Move Roundup – May 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
Spearline
MAY 7, 2020
In light of this recent pandemic, remote working has become the new norm. What does that mean to Spearline today, and how do we go about helping in that environment? At Spearline, we're all about making sure that the connectivity into the work environment is good, particularly within contact centers. But the world is changing as we know well, and working from home has become a bigger part of the day-to-day routine.
5CA
MAY 7, 2020
It’s often said, ‘people are the weakest link in cybersecurity’. I get that and I agree that we must seek to minimize human-related threat vectors. But I believe that if we view our people, our teammates, as our greatest security asset, then we start from a position of strength.
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
MAY 7, 2020
When it comes to planning for a remote and mobile workforce, a lot of companies are entering the second phase of their strategy, in which they are planning for a more permanent solution. The first phase was somewhere along the lines of, “This may not be the best approach, but we just need to get it done.” This included leveraging a lot of free temporary licenses, which typically had 30-90 day expiration dates, so they now need to figure out what’s next.
NUSO
MAY 7, 2020
Whether personally or professionally, stepping into the unknown is challenging. However, providing new services to customers can set your firm above the competition, protect your company’s future, stabilize your recurring revenue, and solidify customer relationships.
Knowmax
MAY 7, 2020
Time And Cost Saving Benefits Of Decision Trees.
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