Satrix Solutions
SEPTEMBER 17, 2020
Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization. But with different customer personas (decision-maker, end-user), should all customer feedback be considered equal?
Beyond Philosophy
SEPTEMBER 17, 2020
Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .
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Myra Golden Media
SEPTEMBER 17, 2020
We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” “We’ve temporarily closed a number of our call centers for the safety of our employees. As a result, we are no longer supporting customers over chat.” (True story). “I can’t let you board this bus without a mask.” “Due to our COVID-19 safety measures, we now have to push your service appointment out two weeks.”
Contact Center Pipeline
SEPTEMBER 17, 2020
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice. The race will soon be on to either replace agents lost during the pandemic or restaff your team—whether they will be brick-and-mortar or virtual agents. Take advantage of the […].
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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.
CCNG
SEPTEMBER 17, 2020
David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. Excellence in these two areas, along with creating a positive work culture, is required to be world class at delivering your product or service. Recently David led a CCNG Town Hall discussion how creating a culture of exceptional service comes from excelling in the four cornerstone areas: People, Leadership, Processes, & Systems.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
SEPTEMBER 17, 2020
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. They are required to tackle complex situations and manage many different tasks.
Toister Performance Solutions
SEPTEMBER 17, 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 and affiliated sites. Customers are notoriously bad at describing their needs. They tell confusing stories, share irrelevant details, and often fail to reveal important data.
Cisco - Contact Center
SEPTEMBER 17, 2020
Keeping Customer Experience Top of Mind. Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. This month, we’re introducing enhancements to Webex Experience Management , our cloud-based AI/ML powered experience management solution, that helps businesses understand their customer journeys across all touchpoints in the organization, so they can make improvements resulting in higher c
Nicereply
SEPTEMBER 17, 2020
Customer success should be about the customer, about using your product to add value to others. Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment. Technology and software companies evolved the concept of customer success and are thus mostly responsible for the mainstream popularity of the term.
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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
CSM Magazine
SEPTEMBER 17, 2020
Demand for immediate, 24/7 support is at an all-time high. With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications. Conversational AI (aka intelligent chatbots or virtual agents) combines artificial intelligence (AI) and automation to streamline customer interactions across channels.
Influitive
SEPTEMBER 17, 2020
It’s hard to believe that Influitive Live 2020 was already a month ago! Like many other companies, we had to pivot to a virtual event which brought both opportunities and challenges. While going digital allowed us to engage a global audience of customers and buyers, we wanted to deliver a unique and engaging experience. In […]. The post Creating Engaging Content Experiences within a Virtual Event appeared first on Influitive.
Stafford Communications
SEPTEMBER 17, 2020
It’s time to get your call center ready for the 2020 Holiday Season. For decades, the US retail industry has experienced two giant peaks every year—one around back-to-school shopping at the end of summer, the other centered on Black Friday, Thanksgiving, and shopping for the holidays. The data speaks for itself: the 61 days of the November-December holiday period represent up to 30% of total sales for some retailers, who have historically hired over 500,000 seasonal employees during the annual r
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
SEPTEMBER 17, 2020
The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues. To successfully navigate the pandemic and achieve positive business outcomes, companies need to take strategic and meaningful steps towards building a more flexible working environment that enables agile and remote working practices.
Jon Arnold
SEPTEMBER 17, 2020
September is always busy, and it’s holding true for me. Got another webinar to tell you about - this one is hosted by Channel Partners Online and sponsored by IntelePeer. The CPaaS space is quite versatile, and contact centers are finding lots of ways to use these platforms. IntelePeer has found a niche here, and on this webinar, I’ll be talking about scenarios where CPaaS can help contact centers uplevel their CX capabilities, especially those still tied to premises-based technologies.
NICE inContact
SEPTEMBER 17, 2020
2020 has transformed the way life looks both inside and outside the workplace, with a lasting impact that’s still affecting contact centres around the world. What does the global COVID-19 pandemic mean for contact centres? How are customers and agents evolving?
SharpenCX
SEPTEMBER 17, 2020
The first time I went to a mattress store to buy a mattress, the whole experience felt awkward. The store was nearly empty, which meant the one retail employee kept hovering near me the entire time. And no one wants a hovering sales rep…especially when you’re trying out beds. . I tested out several mattresses (for maybe 10 seconds each, because who likes lying down on store mattresses while a sales rep is watching you?).
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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.
Stafford Communications
SEPTEMBER 17, 2020
It’s time to get your call center ready for the 2020 Holiday Season For decades, the US retail industry has experienced two giant peaks every year—one around back-to-school shopping at the end of summer, the other centered on Black Friday, Thanksgiving, and shopping for the holidays. The data speaks for itself: the 61 days of the November-December holiday period represent up to 30% of total sales for some retailers, who have historically hired over 500,000 seasonal employees during the annual ra
Plantronics
SEPTEMBER 17, 2020
This year marks the 25th UK National Contact Center Awards in association with the CCMA (Call Center Management Association). Over time, we’ve seen a lot of change in both the role of the call center and how they operate. In many cases, they used to be a distinct area of a business – separated physically, [ ] The post Celebrating Change in the Call Center appeared first on Poly Blog.
Injixo
SEPTEMBER 17, 2020
Excel is still the tool of choice for many contact center planners when it comes to staff planning. It's often used to create workload forecasts and staff rosters, especially by small to medium-sized contact centers. Despite a vast choice of workforce management (WFM) solutions available on the market, many businesses still rely on their spreadsheets to get the job done.
Hello Customer
SEPTEMBER 17, 2020
Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. Beforehand, everyone could submit a question to ask Steven.
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!
Working Solutions
SEPTEMBER 17, 2020
Europe’s wide-reaching General Data Protection Regulation (GDPR) has led to millions of dollars of fines levied on American companies for failing to comply with the EU’s consumer data protection policies. Now, U.S. laws are following that model in their own bid to mitigate the growing risk of widespread data breaches, which have grown in both […].
LiveVox
SEPTEMBER 17, 2020
How do you get buy-in for a digital transformation project? In this episode of Thoughtline, we discuss how to unlock the power of digital across your financial organization to imagine the branch of the future. Full Transcript Boris Grunschpun: [00:00:00] Yeah, good afternoon, everybody. Thank you again for joining us on our weekly podcast series, […].
Customercount
SEPTEMBER 17, 2020
Join David Stroeve for the Resort Trades Lunch Bunch webinar as he shares strategies and principles to increase your marketing effectiveness and company profits. The post Resort Trades Webinar with David Stroeve appeared first on CustomerCount.
Maru Group
SEPTEMBER 17, 2020
If the past seven months have taught us anything, it’s that health is our most valuable asset. Particularly for individuals living with chronic health conditions at higher risk for having COVID-19 complications, such as asthma, cardiomyopathy, vasculitis, and Crohn’s, 2020 has both amplified health and safety precautions, and intensified the relationships these individuals have with healthcare professionals, pharmacy staff, and brands.
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
SEPTEMBER 17, 2020
Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service. With competition high and client expectations higher than ever, it is crucial to stay ahead of the game and contact centres to use everything within their power to do so.
Injixo
SEPTEMBER 17, 2020
Excel is still the tool of choice for many contact center planners when it comes to staff planning. It's often used to create workload forecasts and staff rosters, especially by small to medium-sized contact centers. Despite a vast choice of workforce management (WFM) solutions available on the market, many businesses still rely on their spreadsheets to get the job done.
Hello Customer
SEPTEMBER 17, 2020
Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. Beforehand, everyone could submit a question to ask Steven.
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