The Northridge Group
MARCH 25, 2020
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While the unknown is making many customers understandably anxious, we are finding that fear and a shortage of facts are leading some company representatives to communicate inconsistent or inappropriate messaging.
Tethr
MARCH 27, 2020
There are countless articles and statistics on the importance of the customer experience (CX). There are nearly just as many regarding the employee experience (EX). While both these experiences should remain critical focuses for businesses, materials on how to integrate them together are hard to come by. Shouldn’t there be more documentation on how to weave these two approaches together for a seamless fit?
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Contact Center Pipeline
MARCH 24, 2020
Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and breakrooms. If someone in your call center gets the coronavirus, it could spread quickly. Having your call center quarantined can result […].
Beyond Philosophy
MARCH 26, 2020
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.
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Steve DiGioia
MARCH 25, 2020
…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstan
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 25, 2020
Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Once every year or so, they have some type of refresher. Good for them, but there’s more to it than just that and it’s easier than you think. Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training.
Beyond Philosophy
MARCH 21, 2020
A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding COVID-19. Our practical tips help you manage the stress and anxiety at your front lines to the best possible outcome.
Contact Center Pipeline
MARCH 25, 2020
The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. As I write this blog, I’ve had to go back and edit before I could even submit it to the blog site as the U.S. government’s Center for Disease Control (CDC) […].
Callminer
MARCH 23, 2020
Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.
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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
Myra Golden Media
MARCH 24, 2020
My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.
ShepHyken
MARCH 24, 2020
Marketing and the Customer Experience. How to Craft Your Marketing and Experience for Today’s Customer. Shep Hyken interviews Mathew Sweezey. They discuss his new book, The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media , in addition to strategies for contextualizing marketing and how it affects the customer experience.
Contact Center Pipeline
MARCH 26, 2020
One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data that can be tied back to a person’s identity. Name, address, date of birth, and Social Security number are the data […].
Callminer
MARCH 26, 2020
Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.
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.
ProProfs Blog
MARCH 27, 2020
Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? We’ve obviously come a long way from those times. No wonder customers today are more concerned about how their customer support experience might turn out with a brand. They know you have more platforms in place to help them reach your brand faster in times of need. “ More than 60% of modern consumers care less. about the price if they are getting the. best customer experi
ShepHyken
MARCH 27, 2020
This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?
Myra Golden Media
MARCH 24, 2020
Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. .
Callminer
MARCH 25, 2020
Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being. As we carried out our plan we thought it might be useful to share with you some of what we’ve done, not so much to assure you that we’re firing on all cylinders, but to potentially provide you with ideas that might help i
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!
Aspect
MARCH 26, 2020
Over the past few weeks, we have received multiple requests for “quick hit” help and assistance. The volume of requests is spiking on our end and we wanted to communicate a few areas that seem to be more common in an effort to share ideas and solutions. Even if some are only temporary fixes, they may help you TODAY and give you time to develop your longer-term strategy.
ShepHyken
MARCH 23, 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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.
ProProfs Blog
MARCH 27, 2020
It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. There are many reasons to believe that customer service has a direct impact on the bottom line, especially as we move into a more “buyer-centric” economy.
Callminer
MARCH 23, 2020
Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.
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.
Aspect
MARCH 23, 2020
As technology leaders, we have been mulling over what the Aspect technical team can do to help us get through these challenging times. The medical and economic threats our world faces can’t be fixed with software, but perhaps some of the things we have learned, building tech over the years, can be of use. A few years ago, Aspect surveyed employees and asked us to rate, on a 5-point scale, our agreement with this statement: “I think what I do for Aspect is extremely important.
ShepHyken
MARCH 23, 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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.
ProProfs Blog
MARCH 26, 2020
Hello? Yeah, hi. I was trying to purchase one of your products online and submitted my card details. I see a deduction but I haven’t received a confirmation from your end. Could you please look into this and let me know if my order has been confirmed? Yes, sure. Is it okay if I put your call on hold? . Yeah. Thanks to live chat, the ‘call on hold’ mode during a support request doesn’t daunt anymore.
Callminer
MARCH 22, 2020
The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.
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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.
TechSee
MARCH 23, 2020
Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element of any call center business continuity plan and companies around the world seek to enable remote working as quickly and seamlessly as possible.
Aspect
MARCH 23, 2020
As a new week is on the horizon, it is important to briefly look back to see what has transpired as well as how we did. The words “ Never Saw That Coming” has taken on a new meaning! It is fair to say that many companies had IT business continuity plans for several disastrous “what-if” scenarios. Most revolved around the data centers not being able to operate.
FiveStars
MARCH 23, 2020
In San Francisco, we are now starting on week 2 of ‘shelter in place.’ In the last 24 hours, New York, Louisiana, Ohio, and Delaware have followed suit and shut down non-essential businesses, joining a list of over a dozen states that have issued similar orders. While it’s only been a week of staying inside […]. The post Impact of Coronavirus on Small Business appeared first on Fivestars Insights.
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