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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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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.
Steve DiGioia
APRIL 27, 2020
…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.
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 […].
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
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!
ShepHyken
APRIL 28, 2020
Humanize the Customer Experience. How to Stay Connected in a Remote Economy. Shep Hyken interviews Rowan Trollope, CEO of Five9. They discuss strategies for adapting to a remote workforce and ways to humanize a digital customer experience. Top Takeaways: A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they need without being tied to one specific device or location.
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.
Callminer
APRIL 27, 2020
Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.
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.
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 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 […].
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.
Callminer
APRIL 29, 2020
Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.
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?
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.
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.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
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 ).
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!
ProProfs Blog
APRIL 27, 2020
“When you help others feel important, you help yourself feel important too.” – David J. Schwartz, Author, and Motivational Speaker. That’s exactly what Lego did for a seven-year old Luka Apps who was devastated after losing his favorite toy – Ninjago. The boy wrote a heartfelt letter to the company saying: Well, the company was thrilled to hear from their fan and wanted to make sure that they replied to his mail in the most unique way possible.
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.
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One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
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.
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?
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.
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