Sykes
APRIL 29, 2020
As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . L ooking at the speed at which global restrictions and lockdowns were imposed across many organizations in March 2020 come many questions which spur strategic shifts.?
TechSee
APRIL 28, 2020
The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.
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Wowdesk Blog
MAY 1, 2020
Did you know that 93% of customers are likely to repeat purchases with companies that offer excellent customer service? Most businesses believe that customer acquisition is the key to run a business. However, stats prove that there are only 5-20% chances of selling to a new customer whereas 60-70% chances of selling to an existing one. We aren’t opposing the fact that sales teams need to acquire new customers but a healthy balance between not losing old customers and acquiring new ones is impera
Beyond Philosophy
APRIL 30, 2020
We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.
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ShepHyken
APRIL 29, 2020
I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic. He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits.
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
APRIL 30, 2020
It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound like you care when giving bad news, you’ll position yourself to deliver bad news in such a way that more comfortable for customers to hear and accept.
Beyond Philosophy
APRIL 25, 2020
Understanding Human Behavior During the Pandemic, and What to Do About it. Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior.
ShepHyken
MAY 1, 2020
This week we feature an article by John R. DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever.
Contact Center Pipeline
MAY 1, 2020
Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. That […].
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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
Victor Midgley
APRIL 26, 2020
Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools The topic of happiness may very well be the most written and most read topic in human history, I get it!
Callminer
APRIL 27, 2020
Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.
ShepHyken
APRIL 27, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. (Washington Post) Shake Shack is returning all $10 million it received from a federal loan program intended to help small businesses amid the ongoing coronavirus pandemic,
Contact Center Pipeline
APRIL 30, 2020
With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus pandemic and work-from-home issues. Not surprisingly, COVID-19 and remote-work-related posts once again topped the list of most-read content on the Pipeline blog. Contact Center and COVID-19: Lessons Learned To say the […].
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.
Victor Midgley
APRIL 29, 2020
Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools I cannot think of a more common state of emotion among people than the sense of being in a place of confinement, restriction – stuck.
Callminer
APRIL 29, 2020
Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.
ProProfs Blog
APRIL 30, 2020
In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Right after 5 years, here we are in awe of his far-sightedness and witnessing the global economy crumble down like a house of cards. During the start of this year, nobody would have anticipated that a tiny microbe would lead to millions of job losses across the globe.
Contact Center Pipeline
APRIL 28, 2020
It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with empathy, efficiency and grace, it is an experience that uplifts the customer and instills a sense of loyalty for the company that often translates into brand advocacy. Just ask the Customer […].
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!
Victor Midgley
APRIL 27, 2020
Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?
Aspect
APRIL 29, 2020
Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic. COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff. Regardless of where in the world you are, industry type, or size of the contact centre, most of you are having to consider the logistics of having staff working from home.
ProProfs Blog
APRIL 30, 2020
Tough times are inevitable in life and in business. But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson , Founder- Virgin Group. As the world gradually adapts to the current COVID-19 pandemic and more and more people move indoors to practice social distancing, businesses, globally, are faced with a dilemma- to either make necessary changes and survive or completely shut down operations.
Taylor Reach Group
MAY 1, 2020
By Peg Ayers. In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Victor Midgley
APRIL 26, 2020
801-809-1851 Facebook-f Twitter Linkedin-in Youtube Victor Midgley Institute of PROGRESSIVE LEARNING SUBSCRIBED MEMBER HOME STUDY DASHBOARD LMS CONTACT US I’LL BE HAPPY WHEN… by Victor Midgley The topic of happiness may very well be the most written and most read topic in human history, I get it!
Inbenta
APRIL 29, 2020
Depending on the context in which the chatbot project takes place, and therefore its scope of action, its implementation may take more or less time. From our experience, it is the framing phase that is the most time-consuming as you have to consult with all the teams involved in the project and obtain various approvals to start the developments. Team coordination is also crucial when defining the roles of each team member within the project and potentially redefining or creating new positions.
ProProfs Blog
APRIL 28, 2020
From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. And, ultimately become brand loyals. So, to make sure your customers are satisfied with your brand, you need to see if you’ve set the right expectations and goals for your customer service team.
Taylor Reach Group
APRIL 27, 2020
By Colin Taylor. The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship.
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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.
Victor Midgley
APRIL 27, 2020
I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?
Cyara
APRIL 30, 2020
In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. This includes physical environment – do they have a desk, a room free from background noises from children, roommates, pets, etc?
ProProfs Blog
APRIL 30, 2020
The COVID-19 pandemic continues to spread like wildfire, taking people’s lives, and severely impacting various economies across the globe. From the biggest MNCs to new startups, businesses are getting chills down their spine as the road ahead seems to be full of unprecedented challenges. What about your customers? You need to realize that although people are at their homes, they are not quite feeling ‘at home.’ They are waiting for you to keep every communication and support ch
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