Ameyo
OCTOBER 9, 2020
We saw many businesses switching to a remote working setup during the COVID-19 pandemic while governments have been supportive in enabling remote work. Some of these businesses might never have imagined working from home due to multiple reasons, like infrastructure limitations, nature of the business, security concerns, and the list can still go long.
ShepHyken
OCTOBER 9, 2020
This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations.
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Myra Golden Media
OCTOBER 9, 2020
Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps. Grab your slides from this video for quick reference to the four tips.
Contact Center Pipeline
OCTOBER 9, 2020
We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Be sure to read parts one and two in this series for more great insights from industry leaders, or access our October issue for the full article. FARA HARON CEO […].
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Concentrix
OCTOBER 9, 2020
North America Customer Centricity Awards Showcase Concentrix’ Winning CX Strategies. Concentrix won in the category of Crisis Strategy and Management at the North America Customer Centricity Conference and Awards. This online event, held in conjunction with Arcet Global, celebrates the most customer-centric organizations across North America. Our security solutions for work-at-home agents won recognition in.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Expivia
OCTOBER 9, 2020
Let’s pull back the curtain on some outsourcing tricks. Unfortunately, there are some things that you should look out for when you are searching for a new call center outsourcer. The vast majority of call center outsourcers hold themselves to high industry standards. Some potential outsourcers will present ideas that will be outside the box while still being helpful.
Concentrix
OCTOBER 9, 2020
Learn how the gig CX model is truly becoming a disruptive force for better interactions. The post Rethinking Your CX Strategy with Gig appeared first on Concentrix.
Expivia
OCTOBER 9, 2020
Our Advice from a Call Center Geek community has started a mailbag for questions from all the other geeks out there. Texts come in, and we answer as many as possible. We will not sell your information, nor will you get lots of spam from us. We might, however, use your anonymous inquiries on the podcast, blog, or LinkedIn. Let’s look at some questions that listeners have sent in.
ChurnZero
OCTOBER 9, 2020
If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. So, as your research primer and to help you get up to speed, we created an abbreviated guide that covers three of the most popular survey types: NPS®, CSAT, and CES. We stick to the basics and use bulleted lists (the exception being this introduction) with the goal of making this guide as useful and condensed as possible.
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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
Concentrix
OCTOBER 9, 2020
As?we?continue?our?efforts?to?keep?you?informed?of?the?COVID-19?situation?across?the?globe,?there are more than 100 vaccine candidates being tested, with an Australian candidate?proven effective against the dominant strain despite fears that?mutations would render it unviable. A combination vaccine for both influenza and the new coronavirus entering human trials in Hong Kong will be administered by nasal spray.
TCN
OCTOBER 9, 2020
For an outbound call center, streamlining all operations is an organization’s dream. Gone are the. The post How TCN’s Predictive Dialer Gives You An Edge Over Your Competitors appeared first on TCN.
Creative Virtual
OCTOBER 9, 2020
By Katrin Zieren, Business Development Consultant. The communication habits of your customers have changed and are changing yet. They are increasingly using voice for entries rather than typing. They are speaking into their mobile devices to create messages on apps such as WhatsApp or Telegram, asking their search engine for information or giving commands to smart speakers like Amazon Alexa or Google Home.
Playvox
OCTOBER 9, 2020
Managing a customer service operation is never easy. Especially now. Empowering agents and satisfying customers, all while maintaining exceptional levels of quality assurance, is nothing short of a juggling act. When more and more gets added to the daily juggle, where does one even begin to keep up the act?
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.
AnswerConnect
OCTOBER 9, 2020
When it comes to using a Live Answering service, there are a few different Call Types. Your business should be covered on all fronts, especially during after-hours, holidays, and weekends. The post Call Types and Which Is Best For Your Business. appeared first on AnswerConnect Blog.
Quiq
OCTOBER 9, 2020
Share This Story Customer satisfaction has a direct impact on a company’s ability to retain existing customers and attract new ones. The level of satisfaction customers feel is largely defined by the experiences they have with customer service representatives. As a result, companies that succeed must monitor and improve call center and customer service performance continuously.
Nuance
OCTOBER 9, 2020
Consumers around the world continue to move their shopping budgets online, with recent analysis of U.S. Department of Commerce data revealing that e-commerce transactions in the second quarter of 2020 accounted for about 16% of all retail transactions, up about 45% over the same period in 2019. And as McKinsey has written, “in-person interaction has [.
kommunicate
OCTOBER 9, 2020
In the month of September, we have added some cool features and updated the existing ones to improve your overall experience with Kommunicate. If you have missed the previous episode, please head here. Web App Domain Restriction To improve the security, we have added URL based domain restriction, where you can allow the installation script to [.]. The post Here’s What’s New from September 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.
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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.
Hodusoft
OCTOBER 9, 2020
An auto dialer is a software system that automatically dials phone numbers based on defined criteria. It is one of the efficient solutions for outbound call centers that aids in improving productivity. An auto dialer only connects the call to the live agent once the phone is answered; hence agents can save their time for other important work. If you are not using an autodialer system you are missing the execution of proactive customer communication.
Nuance
OCTOBER 9, 2020
Accelerating AI adoption in radiology has been an uphill climb, but momentum continues to increase. Acceptance of these innovations as an integral part of the radiology reporting process grows exponentially as users experience real benefits in terms of time savings and report quality improvements. AI-driven solutions related to lung disease have had a particularly intense [.
Strikedeck
OCTOBER 9, 2020
Vincent Manlapaz, in an interview with Bhanu Sareddy, talks about the ideology behind CS, and what it takes to succeed in these dynamic and uncertain times.
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!
SmartKarrot
OCTOBER 9, 2020
Source: Unsplash. The SaaS space offers the customers with various perks and benefits, that too on a promissory note. Sometimes the terms, customer success vs customer satisfaction are interchangeably used in the stated niche. Although it’s a given that both the terms are critically important to the organization, there is some subtle yet significant difference between both.
SmartKarrot
OCTOBER 9, 2020
Software as a service has unfurled its wings into two major domains. This refers to vertical SaaS and horizontal SaaS. While horizontal SaaS renders its service in a specific department only, vertical SaaS, on the other hand, takes care of a whole industry at large. In general SaaS solutions are a must-have for every business need. You will find a SaaS product for each of your needs.
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