Plantronics
JUNE 11, 2020
During a recent webinar featuring Poly experts, Becky Yeutter (HR) and Mike West (TAC) discussed how Poly teams are now working from home, and what planning is underway for a return to the office. As an early adopter of remote and distributed working, Poly employees have had the ability to work from home for the [ ] The post Back to the Office – Ready, Steady, Slow!
GetFeedback
JUNE 8, 2020
How to design a customer experience that prioritizes the always-evolving human and machine interconnection.
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Joe Rawlinson
JUNE 10, 2020
When marketing to new people, it can be hard just to make that first impression by telling them who you are, what your success story is, and what your product or service is about. However, in the digital world, emails act as the frontmen of bringing in new clients and or who might be interested in what you have to sell. What you have to say in an email (what you will type up anyway) will definitely speak volumes about you and your company, because many people don’t want to be bothered with spam
Beyond Philosophy
JUNE 11, 2020
We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.
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ShepHyken
JUNE 10, 2020
Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.
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
JUNE 8, 2020
Give it away, give it away, give it away, now! No, I’m not talking about the song from the Red Hot Chili Peppers – even though that song is cool. I’m talking about how the butchers and bakers used to run their businesses years ago. I remember as a kid going to the store with my Mom. The baker always had a cookie for the little ones and the butcher was happy to hand out some fresh sliced ham or turkey.
Beyond Philosophy
JUNE 6, 2020
Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn’t even notice how long you waited?
ShepHyken
JUNE 9, 2020
Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. Shep Hyken interviews Jason Korman , CEO of Gapingvoid Culture Design Group. They discuss how culture impacts customer service and experience and strategies for designing the company culture. Top Takeaways: Culture and culture design are management systems.
Contact Center Pipeline
JUNE 11, 2020
As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on by COVID-19. Hopefully, your center was able to respond to the pandemic with the least possible impact on your customers or your staff. Yet chances are, things could have gone better. […].
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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
Steve DiGioia
JUNE 11, 2020
Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always. But sometimes, as customers, we fail to do our part and fail to understand what steps we must take to make this interaction successful.
Lumoa
JUNE 8, 2020
eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction.
ShepHyken
JUNE 8, 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. How Do You Maintain Customer Experience on a Shrinking Budget? by Phil Britt. (CMSWire) While the most common recommendation is to demonstrate the value of CX programs well before the budget ax falls, that tactic may be too late and not enough to avoid cutbacks in a s
Contact Center Pipeline
JUNE 9, 2020
It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings and other applications. This sets the tone with our customers before they even start a conversation with our agents. My conversation […].
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.
Taylor Reach Group
JUNE 12, 2020
By Peg Ayers. “A person’s name is to that person the sweetest and most important sound in any language.”. – Dale Carnegie . Of the many skills required of me in more than 25 years of running large contact centers, one of the most critical has been the ability to remember employee names. When I left my position as Customer Service Director of a firm in Cheyenne, Wyoming, I received a number of letters of thanks including one, from Deb, that still inspires me.
TechSee
JUNE 9, 2020
Sam and Adele Turner, a retired couple, have noticed that their refrigerator is not working as it should. Yesterday, the butter was softer than normal and today the milk was spoiled. The Turners are worried. Their concern is not so much about having to pay for an appliance repair; rather, they are downright nervous about having a technician come into their home during the current pandemic.
ShepHyken
JUNE 12, 2020
This week we feature an article by Chloe Sesta Jacobs , Head of People & Culture at Deputy. She provides crisis management strategies for call center employees during challenging times such as COVID-19. Up until recently, we all thought we had a pretty good idea of what it meant to provide a high level of customer service. But customer service in the time of COVID-19 looks remarkably different.
Fonolo
JUNE 9, 2020
Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. For this reason, it’s crucial to arm them with the knowledge and skills required to succeed.
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!
Taylor Reach Group
JUNE 9, 2020
by JD Fairweather. COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic.
Customer Service Life
JUNE 8, 2020
The CX Question of the Day ( #CXQOTD ) for June 4 was, “Is surveying customers absolutely necessary?” You can click here to check out my answer to that question, hear the thoughts of others, and weigh in with your own. My short answer to this question? No, surveys aren’t necessary. Why? Here are a few reasons. 1. Customers don’t need more surveys.
C3Centricity
JUNE 8, 2020
The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.
Wowdesk Blog
JUNE 11, 2020
A great business or enterprise is the one that acknowledges complaints and works on it to improve its stand in the market. You are likely to come across a lot of complaints during your business span. A good complaint management system involves keeping a track of such complaints as well as the action taken against them. A lot of businesses create a dedicated spreadsheet to keep a check on its happenings.
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.
ProProfs Blog
JUNE 11, 2020
Over the years, the world has ever-increasingly shifted towards a data-driven decision-making process. Organizations no longer make decisions only based on the fact that this would be a good market to expand into, or people might like this product, etc. All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture.
Nicereply
JUNE 9, 2020
We want our people to feel happy, right? It’s never too early to ask relevant questions, get the ball rolling, and making a better future. You’ve probably heard of customer satisfaction surveys (CSAT). They measure how satisfied with your product and services your customers are and give you a barometer of where you need to improve. Well, we’d like to introduce you to employee satisfaction surveys (ESAT).
HelpCrunch
JUNE 11, 2020
Is there something a business can do to reduce customer churn and increase sales? The answer is pretty obvious: to fine-tune customer support. No matter what product you have, how skilled your team is, the [ … ]. The post 12 Surefire Practices to Provide Good Customer Service appeared first on HelpCrunch blog.
Lumoa
JUNE 9, 2020
Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. The eCommerce market is expected to grow by 11 trillion dollars between 2021-2025. The pandemic has really spiked up the eCommerce market since many brick-and-mortar retails have been forced to take their business online.
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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.
Working Solutions
JUNE 9, 2020
Talking with KRLD business analyst David Johnson, Working Solutions chief executive Kim Houlne discusses how on-demand customer service is well-suited to perform during large-scale crises, such as COVID-19, with remote contact center agents. In the interview, Kim discusses the flexibility a virtual workforce gives businesses, which otherwise might be hamstrung within brick-and-mortar operations. […].
CSM Magazine
JUNE 11, 2020
NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations. Openly accessible to RPA professionals via the NICE RPA website and free of charge for a period of 6 months, the new version helps boost development skills in both attended and unattended automations.
pindrop
JUNE 9, 2020
Before we adopt long-term work from home, we have to grapple with the risks . The second quarter of 2020 has been a massive experiment for millions of people worldwide. In just a few weeks, the average commute time for millions of white-collar workers has been cut to zero – the time it takes to move from one part of their house to the next! But have we moved too fast?
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