Sat.Oct 24, 2020 - Fri.Oct 30, 2020

Building a Sustainable Strategy for Remote Agents

Contact Center Pipeline

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty.

The Impact of COVID on Contact Centers: from the Experts

Fonolo

As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We were surprised at the similarities between each of their responses.

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How to Write Good Customer Survey Questions

ProProfs Chat

Are you happy with our product? How likely will you recommend our product to your family or friend? Where can we improve? These customer survey questions are a great way to check your customer’s happiness with your products and services. .

The New Executive Position: CLO (Customer Love Officer)

ShepHyken

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

The Five Rules for Affecting Real Culture Change

Beyond Philosophy

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work.

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Expanding Customer Contact Through Digital Engagement

CCNG

More and more customer communication is depending on digital channels. In a recent CCNG webinar Heather Pena Director, Webchat & Operations at NRG Energy shares how communication with their customers is changing and evolving. NRG has a group of power and power service companies serving over 3.7

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Guest Post: How Voice Technology Can Improve Customer Service

ShepHyken

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers?

5 Rules for Affecting Real Culture Change

Beyond Philosophy

5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

Using DISC Temperaments to Support Team Members During Stressful Times

Contact Center Pipeline

FACT: Stress is a huge side-effect of any sudden change. We all react to stress differently. Have you noticed an occasional change in behavior in your team members and agents? Ever wondered how to increase your effectiveness as a leader especially during these unprecedented times?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Facemasks, safety signs, and hand sanitizers won’t keep your customers

Bill Quiseng

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers.

Amazing Business Radio: Matthew Barnett

ShepHyken

Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service.

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Here’s What You Should Know about Serial Entrepreneurship

Joe Rawlinson

Entrepreneurship can be addicting. Once you’ve learned how to become an entrepreneur , chances are you’ll get to work right away. Entrepreneurs are creative, risk-taking, and business-savvy; they possess all the unique qualities that make starting a business possible.

How mature is your remote support offering? Evaluate it with this Capability Maturity Model

TechSee

Using a Capability Maturity Model for remote support can provide valuable information both about what may be missing in your current level of adoption, but also introduce the concepts necessary to take it to the next level. You can access a detailed, comprehensive maturity model for remote support , or read on for some examples.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How to Keep Customers and Employees Engaged During a Pandemic: Part 2

Edify

The mantra ‘happy employees equal happy customers’ has never been more true than right now. That means it’s critical to put extra emphasis and focus on the employee experience now, given what everyone is going through this year.

5 Top Customer Service Articles For the Week of October 26, 2020

ShepHyken

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. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo.

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How To Boost Service With Automated Text Message?

JustCall

It hardly needs a few seconds to read a text message. We all know that 95% of text messages are read within 3 minutes of receipt. We all tend to ignore emails and calls. But SMS is always read and acted upon.

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What I Talk About When I Talk About Security

Nuance

When people find out what I do for a living, there is usually one of three reactions, they walk away, they say something along the lines of “you must never have trouble finding a job“, or, they ask questions about security, I wish more people would ask.

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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!

Digital and Analytics: A Match Made in Heaven

NICE inContact

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX.

Key Technology Trends Financial Institution Contact Centers Must Adopt

ConvergeOne

Our research results reinforce key technology trends that continue to impact the future of the contact center and the overall experience it can provide to its customers and employees. These trends have transitioned from nice-to-have to essential.

Call Centers Provide Crucial Support During A Crisis

Ansafone

Despite all the impacts that have been causing business problems during the COVID-19 crisis, call centers are still essential for booming businesses amidst the pandemic. Many call centers are being impacted in negative ways as they shift to more digital means.

The importance of adapting onboarding and training for remote workforces

TELUS International

Consistent and meaningful onboarding and training opportunities are crucial for employee engagement. Learn how to successfully adapt your programs to today's remote workforce. People and Culture

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

3 Great Sessions from the Many Faces of Community Health Conference

Certified Languages International

Community health centers (CHCs) provide comprehensive healthcare services to medically underserved populations. If you’re thinking, “Don’t all healthcare organizations, in some ways, do that?” Of course! But there are some key differences between CHCs and traditional hospitals , ERs, and clinics.

5 Retailer Survival Tips For Holiday Shopping Season 2020

Fonolo

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. Think you’re ready? You’re probably not. With travel at an all-time low and in-store shopping becoming less accessible, consumers will be exploring new ways to make their holiday purchases. To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges.

How Business Are Adapting To The Surge In Digital Services

Ansafone

Companies today have been forced to move to more digital means since the beginning of the year due to the current COVID-19 pandemic. This ordeal has taken a tremendous toll on companies, and many have been forced to close their doors forever.

EX: where external + internal customer loyalty pays

Customercount

The external customer experience (CX) + internal employee experience (EX) equals a winning solution. It sounds like something you would learn on your first day of business school. But that doesn’t make it any less relevant, especially in these COVID-dominated times.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

9 considerations for outsourcing your healthcare call center

Talkdesk

Health insurance plans and payers are often under additional stress during the open enrollment period. It’s among the most critical times of the year, when healthcare call centers are flooded with consumers inquiring about plan options or needing additional assistance.

The Hybrid Workplace - New Research and My Latest for BCStrategies

Jon Arnold

My workload and schedule have both been intense since Labor Day, and that’s cut into my writing output including my regular contributions to BCStrategies , where I’ve long been a BCS Expert.

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Developing True Business Integrity Throughout Your Organization

Integrity Solutions

Values statements are helpful, but they’re not nearly enough. The “culture champions” — those organizations that make integrity a way of doing business — are the ones that stand apart from the rest. The Value Of Integrity. How important is integrity in business?