5CA
JUNE 4, 2020
When you look at how many people searched for ‘work from home’ in the past year, you see the chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus. This is no surprise. Every company that could possibly keep functioning with remote workers asked their people to go home.
REVE Chat Blog
JUNE 4, 2020
Words are incredibly powerful for handling clients’ conversations as businesses often can truly either make or break customer service experiences. Using the right empathy statements and phrases for customer service makes all the difference between a poor or delightful experience. According to the Empathy Index , “Empathy is more important to a successful business than it has ever been, correlating to growth, productivity, and earnings per employee.”.
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UJET
JUNE 3, 2020
Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology.
Beyond Philosophy
MAY 30, 2020
Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.
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ShepHyken
JUNE 3, 2020
This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast. There was just one person ahead of me in line.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JUNE 3, 2020
Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication demands of their consumers and prospects. Voice traffic, while dropping in total demand, is still more than 60% of overall contact center traffic. For some industries, it remains 100%. Voice channel […].
Steve DiGioia
JUNE 4, 2020
The “ Customer Value Proposition ” is providing convincing reasons why a customer should buy a product, and also differentiate your product from competitors. The same works for our “internal customers”, our employees. The “value” one brings to their organization is not easily measured but can, and usually does, make itself known very quickly within the process.
ShepHyken
JUNE 1, 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. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. (Business2Community) I’ve been a freelance illustrator for 30 years.
Callminer
JUNE 4, 2020
Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.
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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
Contact Center Pipeline
JUNE 2, 2020
These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […].
ProProfs Blog
JUNE 5, 2020
I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn. And that’s the problem.
Aspect
JUNE 4, 2020
‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi. That applies to many things in life and business. To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. These leaders are managing a complex set of activities.
Callminer
JUNE 3, 2020
We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.
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.
Contact Center Pipeline
JUNE 4, 2020
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of […].
TechSee
JUNE 2, 2020
Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group. According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019.
Inbenta
JUNE 2, 2020
1. Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away.
GetFeedback
JUNE 3, 2020
HP’s Brandon McGovern shares how he’s pivoting his CX program to stay relevant in today’s circumstances in our livestream series, CX Confessions.
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 5, 2020
By Colin Taylor. Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, so they pivoted to a Work-From-Home (WFH) model, deployed additional communication channels (think chat, text and messaging) and looked for high-volume, low-complexit
ProProfs Blog
JUNE 5, 2020
Dale Carnegie, in his 1936 classic “ How to win friends and Influence People” advised, “Ask questions the other person will enjoy answering.” Asking good questions shows genuine interest and elicit honest answers. That said, we all know that customers love asking questions, especially when they are about to make a purchase. But can a business owner ask questions to clients and customers?
OctopusTech
JUNE 3, 2020
There are several services that businesses hire in order to help them improve their overall customer experience. Interactions with their customers have always been a crucial part of any business’s success and how well they manage it is directly related to their customer’s loyalty and retention with the brand. Call answering services is one of such services that help businesses improve their customer service and experience which leads to the overall satisfaction of the customers.
5CA
JUNE 4, 2020
The white paint lines on the road crept passed ever so slowly, like my life tricking away. I tapped the steering wheel with my nails, trying to release the pent up stress and irritation while the radio mindlessly droned on. Then the tears came, right on time, same as usual.
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.
kommunicate
JUNE 3, 2020
Nowadays, every business has a Facebook page, and your customers are likely to reach out to you via social media. However, most of the companies do not have a dedicated support team for social media. It creates a support overhead on your side. Therefore, it is crucial to connect your social media to your customer [.]. The post Facebook Messenger Customer Service – Integrate Social Media in Your Customer Service appeared first on Kommunicate Blog.
Cyara
JUNE 1, 2020
Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19.
VirtualPBX
JUNE 2, 2020
VirtualPBX is reaching beyond voice-only capability with its first Video Conferencing beta test. This beta test allows our participating VirtualPBX Phone Plan customers to conduct 1:1 video chats on a range of devices. Customers will be able to use their existing phone numbers, so there’s no additional setup required for anyone to get started. Feedback during this process will be essential for building out the capability of our video service.
SharpenCX
JUNE 3, 2020
My alarm jolted me from my deep sleep – a jarring contrast to the stark silence and black abyss of my dreamless state. I hit the snooze once. Then twice. Then, when I realized I couldn’t fit in another snooze cycle, I set an alarm. For one measly minute. Did I think those 60 seconds would leave me completely rejuvenated? That all I needed was a quick wink and I’d be ready to tackle the day’s challenges?
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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.
Nicereply
JUNE 4, 2020
Deciding to start gathering customer feedback is a crucial aspect of making your customer happy, but what’s even more important is to choose the right distribution for your team. Customer satisfaction is the key to creating a long-term relationship with your customers. If your customers aren’t happy, they will sooner or later leave your company.
Talkdesk
JUNE 5, 2020
It has been a few months now since the coronavirus (COVID-19) took the world by storm. As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift. The change was not easy. Many organizations had little-to-no prior experience with remote work, and therefore lacked the infrastructure, processes and policies required to ensure collaboration and continuity of
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