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

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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. As more businesses embraced social distancing, it led to a digital migration on a massive […].

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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. The pandemic has forced a rapid change in an industry that has been long dragging its feet. Here’s how COVID-19 impacted contact centers — and the CX industry as a whole — as told by the experts: Read the Full Report, FREE: Download The State of the Contact Center in 2

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How to Write Good Customer Survey Questions

ProProfs Blog

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. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand.

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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. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. Culture change is not easy. I was running a workshop with a utility client many years ago about the concept of Customer Experience.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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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. People were scared to use the L-word in business. Some still are.

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Top 5 Posts in October

Contact Center Pipeline

As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual planning and are looking ahead to 2021 and longer-term people and technology investments. Amid strategic-level decision-making, however, contact center leader took the time to appreciate and recognize frontline customer service staff […].

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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. A great idea is a beautiful place to start when it comes to improving your Customer Experience to benefit your bottom line.

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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? The answer is simple but often overlooked: Focus on delivering five-star customer service.

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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 million recurring customers across the country. Listen as Heather shares insights to their multi brand support and communication styles.

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The 2023 Verint Experience Index: Retail

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

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The 11 Tracks on our CX Playlist

CX Accelerator

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?

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What Contact Center Supervisors Think of Performance Management

CX Global Media

Performance management helps contact center supervisors assist their team to perform better. Here is what contact center supervisors view performance management. The post What Contact Center Supervisors Think of Performance Management appeared first on CX Global Media.

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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. (Forrester) As B2B marketing leaders wrap up 2020 with a keen eye on customer satisfaction and revenue acceleration, they must start looking forward to make sure they are pla

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Give customers bad news using five easy steps

Myra Golden Media

Feel more confident. Get less backlash. Nudge customers to accept your word as final. Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. Worksheet to practice giving bad news. Acknowledge Customer Concern video: Give Bad News Like a Doctor video: Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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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. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same thing which means what you are doing is average, heightened like everyone else, but still average.

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301: Patrick S. Frazer – Helping Small and Medium-Sized Businesses Win

CX Global Media

Patrick S. Frazier was working in IT when he got promoted into Operations. Filling in the new seat, Patrick experienced many struggles in leadership, specifically in delegation. He tried to delegate, but the result was a bad employee experience. His boss visited him and spent some time with him to share some wisdom regarding having the courage to let others fail.

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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? In my previous Pipeline article, The COVID-19 Crisis: Do We […].

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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. In the current environment where safety is paramount, social distancing is the norm, and every expense is scrutinized, remote support has moved from a nice-to-have tool

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How to Write Crucial Return to Work Survey Questions

ProProfs Blog

Here is a quick COVID-19 Poll! How has the pandemic affected your work life? I can strike the right balance between my personal and professional life. I can save on travel and other expenses. My work schedule is all messed up. I feel disconnected from my team. If your answer is (1) and (2), you have clearly adapted to the new normal- working from home.

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Nine Innovation Styles for Contact Center Leaders

CX Global Media

Innovation Styles for Contact Center Leaders are essential in order to be an effective leader. These nine innovation styles will help you become a better leader. The post Nine Innovation Styles for Contact Center Leaders appeared first on CX Global Media.

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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. Some businesses are doing well with the digital redirection. After re-opening from lockdowns, … How Business Are Adapting To The Surge In Digital Services Read More ».

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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. They make amazing businesses out of simple minimum viable products and turn concepts into reality.

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Contact Center Dialers Demystified

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.

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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.

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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. Many workers are still stuck at home in an “office” that was never properly set up, because -- let’s be honest -- they never anticipated they would be working from home long-term.

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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. Many companies have even had to bring in additional temporary representatives and pull from … Call Centers Provide Crucial Support During A Crisis Read More ».

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COVID-19: Driving Growth of Chatbots in The Healthcare Industry

kommunicate

Chatbots, a smart asynchronous means of communication, powered by AI has seen a high acceptance and penetration during the last few months. A number of industries started to believe they can be a great help for their business and can support when they are focussed on fixing a number of other issues.A number of such [.]. The post COVID-19: Driving Growth of Chatbots in The Healthcare Industry appeared first on Kommunicate Blog.

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The Open CCaaS Advantage Report

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.

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Remote resources

FreshGrade

FreshGrade Connect makes success easy with all the tools that teachers, students and families need for remote and/or in-class work. We’ve looked at some best practices of remote teaching and compiled some of them here—plus specific ways that FreshGrade Connect will help you, your students, and families find success with asynchronous online learning, synchronous online learning, or with using student portfolios to strengthen your in-class practices.

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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. For instance, CHCs: Serve all — the uninsured, the underinsured, non-English speakers, rural dwellers, everyone Are patient-centered — their approach is based on the needs of the community they serve Do

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Part 1: Soft Skills Customer Service Staff Need to Make Customers Happy

TeamSupport

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty. In addition, 58% of customers said that bad customer experience can lead to them abandoning a brand they otherwise enjoyed purchasing from.