Toister Performance Solutions
APRIL 9, 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. We've all received customer service from an employee who doesn't care. They are content to do the minimum. They don't seem invested or happy to be there.
Tethr
APRIL 9, 2020
Artificial Intelligence for CX must be of substance or it is doomed to fail. Let us explain. AI has virtually slipped in and integrated into our lives. That spam feature in your inbox that filters out dangerous and soliciting emails? Thank AI for that. Recommendation algorithms from Spotify or Pandora that suggest artists and songs based on your previous listening habits?
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Customercount
APRIL 9, 2020
We consider the three reasons why customer satisfaction surveys fail and provide advice and information on how to fix them. The post 3 reasons customer satisfaction surveys fail appeared first on CustomerCount.
Beyond Philosophy
APRIL 9, 2020
Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.
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Contact Center Pipeline
APRIL 9, 2020
As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone Would Invent.” This always included some outlandish ideas, but occasionally readers suggested simple ideas that solved real problems. Any of you who have watched “Shark Tank” probably also have been taken […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CustomerServ
APRIL 9, 2020
The impact of the coronavirus pandemic (COVID-19) instantly brought to light the value of remote call center agents for business continuity, risk mitigation and staffing fluctuations.
Ian Jacobs
APRIL 9, 2020
After it received more than a dozen complaints, the Larimer County Department of Public Health and Environment ordered a contact center in Fort Collins, Colorado to send its employees home last week. The agency said that the contact center did not meet the definition of an essential business as set out in county and state […].
pindrop
APRIL 9, 2020
Multifactor Authentication has many advantages; however, effectively getting consumers enrolled in authentication activities is mission-critical for contact center security professionals. The optimization of enrollment processes contributes to optimal authentication abilities and cost savings. The optimization of these processes leans heavily on passive approaches as it removes barriers and overcomes objections of consumers; enrollment optimization ultimately results in time savings for customer
Inbenta
APRIL 9, 2020
The pandemic has changed our priorities with health quickly becoming priority #1 throughout the world. Millions of people are now confined in their homes (for the most favored), many others are on the streets looking for day-to-day food, whilst others are in the hospital or at home with aggravated symptoms of illness. The importance of prevention and speed of response in times of crisis.
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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
FiveStars
APRIL 9, 2020
One thing that small business owners and managers are great at is adapting to their current situation. While the coronavirus epidemic is unprecedented, those skills that keep small businesses alive every day will help these businesses survive. In many cases, there is no need to gather more debt during this time as national, statewide, and […].
Hello Customer
APRIL 9, 2020
How can companies make the human connection part of their customer experience? Our mass move to online and digital comes with unseen challenges for organisations that are doing their best to adapt. As people crave human contact more than ever, it’s important that companies maintain a human touch in the way they do business. This doesn’t just apply to e-commerce.
Calabrio
APRIL 9, 2020
COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home model, a cloud-enabled remote workforce is the new imperative.
Fonolo
APRIL 9, 2020
If there’s one thing you’re going to need during a crisis, it’s more hands-on-deck. It’s both sad and confusing to see some contact centers laying off support staff when they’re so obviously needed right now. Your customer’s experience with you during this crisis is important; don’t ruin the relationship in the future by abandoning your customer service now.
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.
SmartAction
APRIL 9, 2020
SmartAction lends it recently-released Rapid Response Virtual Agent to the toll-free coronavirus hotline launched by NFL QB Jameis Winston and Dr. Scott Kelley to help families get rapid responses to common questions, triage callers, and provide guidance for medical treatment and/or a coronavirus test. Los Angeles, CA – April 9, 2020 – SmartAction®, a leading provider of AI-powered Virtual Agents for contact centers, today announced it has teamed up with NFL QB Jameis Winston and Dr.
3CLogic
APRIL 9, 2020
Before the explosion of the Internet and social media, voice was the dominant customer service channel for any inquiry – simple or complex – because there was simply no alternative. Now, with the advent of digital channels, a common misconception is that voice has been rendered obsolete. In reality, the purpose of the voice channel has shifted. Instead of fielding every inquiry, call center agents now handle the most complex and valuable interactions between businesses and their customers.
Talkdesk
APRIL 9, 2020
2020 began with the disturbing news that has touched many lives around the globe. Since January 2020, the coronavirus (COVID-19) has spread all over the world and affected many families as well as several segments and businesses. To slow the spread and help healthcare providers, public health specialists have recommended social distancing and self-isolation.
Interactions
APRIL 9, 2020
Uncertainty is all around us. It’s safe to say that even with the best preparation and protocol, businesses are still facing challenging times and making tough decisions. But while some businesses have taken a particularly hard fall, we still see some–even in the hardest-hit industries–calmly and efficiently handling this crisis when it comes to customer relationships.
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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.
VocalCom
APRIL 9, 2020
The COVID-19 pandemic is disrupting the way many businesses function. Companies that rely on their contact centers for the continuity of business operations are no exception—indeed, they risk collapse if no remote solution is found that protects employee health while ensuring productivity. In the retail sector, contact centers are vital not only to customer assistance but to internal back office support for their retail locations.
OctopusTech
APRIL 9, 2020
Businesses across the world have come to a standstill due to the spread of the deadly Coronavirus. While some businesses that fall under essential service providers are still operating at limited staff capacity, others are managing with their staff working from home. The customer support industry is facing a lot of challenges in these times as most of these companies had not adapted to the work from home model.
ConvergeOne
APRIL 9, 2020
Dorothy went through a lot in the Wizard of Oz, but her main objective was to get back home to Kansas. With the COVID-19 crisis, we are all going through a lot right now. However, after the crisis settles down, we won’t be able to go back to “Kansas” as it was. Things will have changed forever.
Maru Group
APRIL 9, 2020
Last week, we shared an update from US-based parents managing school closures during the pandemic. Many find themselves balancing home-schooling with family care and careers. Interviews showed how these parents are struggling, managing, and relying on technology companies to deliver easy-to-navigate educational platforms. Parents were clear that they were worried about their children’s social development.
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!
FluentStream
APRIL 9, 2020
FluentStream is excited to announce that we now offer 1,000 Free Toll-Free minutes per month for every Complete user included on your account. That’s right. 1,000 FREE minutes. For every Complete user. Every month. It’s the newest way we’re committed. Read More.
Maru Group
APRIL 9, 2020
We tend to think of insights as being complete and discrete. We often develop a new understanding of a business problem and think we are done. But the reality is that insights emerge gradually, and understanding grows in fits and spurts more than we might like. Insights build on each other like scaffolding. One piece of information links to another and, as understanding increases, we gain a more complete structure.
Voxjar
APRIL 9, 2020
Well, here we are. Due to the coronavirus ( COVID-19 ) we’re experiencing mass adoption of work-from-home technology and processes. Whether this is the new normal or not, we still need to adapt for the coming weeks and possibly months. We’re lucky that cloud software has made it just as easy to deploy a remote, distributed call center as it is to deploy one on-premise.
C Space
APRIL 9, 2020
The Brand Move Roundup – April 9, 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).
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
Nicereply
APRIL 9, 2020
Nowadays, it’s easier than ever to identify high-effort processes and take action to implement improvements. Certainly, no one ever wants to learn that customers find it difficult to do business with them. Over the last decade, there’s been a rising awareness of the importance of monitoring customer effort , based on the understanding that customers are most satisfied and most loyal when they find it easy to engage with your product.
5CA
APRIL 9, 2020
At 5CA working from home is just business as usual. 95% of our team is based at home so we have been watching the sudden focus on work from home business models, especially for customer service, with some interest.
Ian Jacobs
APRIL 9, 2020
Learn why now is the right time for brands to move to a work-at-home model for contact center agents.
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