Sat.Mar 21, 2020 - Fri.Mar 27, 2020

Delivering Customer Experience in Times of Crisis

The Northridge Group

The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience.

Weaving together customer and employee experience


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).

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Call Center Preparation for the Coronavirus

Contact Center Pipeline

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 […]. Crisis Management call center cloud-based dialer contact center COVID-19 crisis management remote work

Customer Service Training is Not What You Think it is


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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Keep Calm and Carry On: Controlling the Controllables with COVID-19

Beyond Philosophy

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.

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Automation Key to COVID-19 Contact Center Crisis

Contact Center Pipeline

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) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel

Guest Post: The Importance of Surveys For Improving the Customer Experience


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.

Controlling The Controllable – Covid-19: How To Deal With Customers

Beyond Philosophy

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.

Keep Moving Forward Through These Difficult Times

Steve DiGioia

…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.

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.

How to Implement CCPA Without Impacting Customer Service

Contact Center Pipeline

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.

5 Top Customer Service Articles For the Week of 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.

Imagine your next phone call is from an angry Customer. Are you 100% confident you can handle it?

Myra Golden Media

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. . Customer Experience Design

Difference Between Multichannel & Omnichannel Customer Support

ProProfs Blog

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.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Customer Experience Management for Salesforce


GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market. Product & News

Amazing Business Radio: Mathew Sweezey


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. Top Takeaways: Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experiences.

Adopt automation to support your customers during the pandemic


In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis.

What is Service Desk?

ProProfs Blog

Every company has a customer support process in place, but what about its employees, clients, and stakeholders? Wondering what I’m talking about? Imagine this: . While working, one of your employees faces some technical issues with their system. . Who would they call? The HR department? Maybe. .

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.

The Help You Need Today


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.

5 Top Customer Service Articles For the Week of 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.

Your Call Center Business Continuity Plan: Shifting to Work from Home


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.

How to Focus on Customer Service to Grow Your Business in 2020

ProProfs Blog

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.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

The Call Center School Launches Free Course on Working Remotely for Contact Centers During the Corona Crisis

The Call Center School

At The Call Center School, we create engaging e-learning courses for training contact center employees (for frontline agents, supervisor, quality assurance, and workforce management). With the current outbreak of the Corona virus, contact centers face an entire new set of challenges.

COVID-19: A crisis response creating healthcare’s new reality

Hero Digital

The most immediate threat to healthcare in the U.S. is capacity — the capacity of hospitals, emergency departments, and outpatient centers to treat the rising infection rate of COVID-19.

Covid-19 and Remote Work with JivoChat


Currently, the whole world is up in arms against the novel coronavirus, Covid-19 pandemic. This virus has found thousands of victims across the globe, whether by making people sick, effecting jobs, or completely changing the definition of what “normal life” is.

How to Handle Multiple Customers at the Same Time

ProProfs Blog

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.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.