Sat.Jun 06, 2020 - Fri.Jun 12, 2020

Back to the Office – Ready, Steady, Slow!


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! appeared first on Poly Blog.

How to Navigate Machines in the CX Ecosystem


How to design a customer experience that prioritizes the always-evolving human and machine interconnection. Guides

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8 Ways To Gain Credibility Via Email Marketing

Joe Rawlinson

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.

Taking the Extra Step to Deliver Amazing Service


Sometimes a little creativity and extra effort can make a big difference in the customer experience.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Manage Customer Wait Time: The Best Tips From Great Companies

Beyond Philosophy

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.

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT Copy


Average handle time, or AHT, is an important call center metric.

Guest Post: 4 Questions Your Call Center Employees Will Ask You During Crisis…And How to Answer Them


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.

Customer Waiting: The Psychology Of How To Manage For Great Results

Beyond Philosophy

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?

Resiliency in the Age of Pandemic

Contact Center Pipeline

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Give it Away, Give it Away, Give it Away, Now

Steve DiGioia

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.

Amazing Business Radio: Jason Korman


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.

Survey: COVID-19 has changed consumer expectations of service delivery


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.

Executive Interview with MusicWorks’ David Sandler

Contact Center Pipeline

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.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

How to Improve Contact Center Agent Performance


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.

5 Top Customer Service Articles For the Week of 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.

Customer Service is a 2 Way Street – Tip #2

Steve DiGioia

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.

Is Your Contact Center AI Biased?


How to Reduce Bias: Optimizing AI and Machine Learning For Contact Centers. Bias exists everywhere in our society. And while some biases are largely harmless, like a child’s bias towards one food vs the other due to exposure, others are quite destructive.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

4 Ways To Boost Your ECommerce Customer Experience


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. Feed generated with FetchRSS

How to Improve Customer Centricity in Hospitality


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.

12 Surefire Practices to Provide Good Customer Service


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 [ … ].

Sales 85

Scaling the UJET Platform for Customer Success


With digital transformation and the move to the cloud more important than ever before, customer support has truly grown beyond on-premise platforms, disjointed channel support, and patchwork APIs to connect different systems.

APIs 82

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Call Centers Prepare for 2020 Hurricane Season

NICE inContact

If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster.

NICE Launches Trial Version of its Next-Gen Robotic Automation Design Studio

CSM Magazine

NICE today announced the availability of a trial version for its next-generation Automation Studio, expediting enterprise adaption to remote business operations.

New Research: The Security Risks of the Great Work From Home Experiment


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.

Working Solutions Insight Featured on CEO Spotlight

Working Solutions

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Qualitative vs Quantitative Data: What Yields the Best Results and When

ProProfs Blog

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.

Empathy Is Not Just a Mindset; It Is a Learned Skill

Customers That Stick

Empathy requires more than a shift in mindset; it requires a specific set of skills. As a customer experience strategist and customer service trainer , empathy has always been a cornerstone of our approach to customer experience and service.

How to Get Maximum Responses to Your Survey

Satrix Solutions

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. This is problematic for many reasons.