Sat.Apr 04, 2020 - Fri.Apr 10, 2020

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Role of Audio Conferencing Software in the global Corona Pandemic

Hodusoft

The present epidemic situation of Coronavirus is the time of great patience and cooperation between humans of all nations and religions. During this time, humans should coordinate with the government of their respective states and help the country from getting out of the problem. Technology is also playing a major role in assisting humans in getting out of this problem.

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Guest Post: The Salient Approaches to Have Better Customer Engagement

ShepHyken

This week we feature an article by Abinaya Ramakrishnan, a digital marketing specialist at FreshWorks. She discusses multiple steps businesses can take to further develop their customer engagement strategies. If you happen to have a product and you’re selling it, you tend to get some people attracted to it for its features and the usefulness of it. With that they want to buy it and eventually, you earn through it.

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Customer Experience AI requires substance

Tethr

Artificial Intelligence for CX must be of substance or it is doomed to fail. Let us explain. AI has virtually slipped in and integrated into our lives. That spam feature in your inbox that filters out dangerous and soliciting emails? Thank AI for that. Recommendation algorithms from Spotify or Pandora that suggest artists and songs based on your previous listening habits?

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The Impact of Incentives on Consumer Behavior

Beyond Philosophy

Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.

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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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Things I Wish Someone Would Invent

Contact Center Pipeline

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone Would Invent.” This always included some outlandish ideas, but occasionally readers suggested simple ideas that solved real problems. Any of you who have watched “Shark Tank” probably also have been taken […].

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Experts Weigh In: What’s the Best Way to Improve Your Call Quality Monitoring?

Callminer

To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find out more.

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How Small Changes Can Alter Customer Behavior

Beyond Philosophy

Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for a grocery bag would tap into these feelings. Not so fast. New research reveals that Loss Aversion is not the reason for the grocery bag surcharge’s success.

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Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked)

Myra Golden Media

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer.

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Coronavirus = Business Continuity Plan

Contact Center Pipeline

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to the Coronavirus. Those organizations that have not had success with a work-from-home model must rise to the challenge and learn from their failures, and learn from others that have a […].

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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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What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Callminer

Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

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Amazing Business Radio: Vit Horky

ShepHyken

Empowering Humans to Be Human. How AI Can Help Companies Deliver Amazing Customer Experiences. Shep Hyken interviews Vit Horky. They discuss his book, Customer Service in the Transhuman Age , and ways AI and other tech can support customer service agents. Top Takeaways: The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations.

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Our Online Customer Service Training Can Ease Your Pain!

Myra Golden Media

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

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Think You Can’t Afford to Improve CX? Think Again!

Taylor Reach Group

By Peg Ayers. Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. Your organization is doing its best with the resources it has. What else can you do? Plenty! Providing poor CX is incredibly expensive! A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as

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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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Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences

Satrix Solutions

More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. While not the primary catalyst, these efforts also provide for reinforced employee retention and increased product appeal to current and even potential

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5 Top Customer Service Articles For the Week of April 6, 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. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. (Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

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55% of American Workers are Unhappy with Their Employer's Response to COVID-19

PeopleMetrics

Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. S tudy highlights include: Less than half (45%) of employees are satisfied with their employer’s response to COVID-19.

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Work @ Home Call Center Agent – The New Disruptor?

CustomerServ

The impact of the coronavirus pandemic (COVID-19) instantly brought to light the value of remote call center agents for business continuity, risk mitigation and staffing fluctuations.

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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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Work-At-Home: Just The First Step In Contact Centers’ Response To COVID-19

Ian Jacobs

After it received more than a dozen complaints, the Larimer County Department of Public Health and Environment ordered a contact center in Fort Collins, Colorado to send its employees home last week. The agency said that the contact center did not meet the definition of an essential business as set out in county and state […].

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6 of the Best Apps for Remote Contact Center Teams

Fonolo

At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. — it’s becoming more and more important for companies to engage with their customers. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI.

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Concentrix’ Kate Jones Wins Inaugural Consulting Magazine Women Leaders in Technology Award

Concentrix

Recognizing leading women in innovation, leadership and corporate strategy in the technology industry Consulting Magazine today announced the winners of its inaugural Women Leaders in Technology Award. This prestigious honor recognizes women across the globe who make impactful contributions to their organizations each day through leadership, service, and innovation.

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COVID-19 necessitates a new digital reality, how to step us as a business

Tethr

If your business was just flirting with remote processes and technologies in the past, the events of today have forced you to step far outside your comfort zone. Those with strong business continuity plans have likely still had to make revisions and implement additional strategies due to the explosiveness of the situation. Chances are, your operations are currently surviving due to some level of remote technologies.

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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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A Virtual Call Center Could be your New Future: Maintaining Operations for a Fully Remote Team

SharpenCX

We’ve all seen the dystopian movies or books with the same doomsday conclusion: Robots will soon rule the world. The tech we humans create outsmart us to take our jobs and conquer our government. That’s a bit of a stretch. Maybe when you think of the workplace of the future, you envision futuristic-style holograms having a meeting. Or robots cooking lunch for everyone in the office.

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How to: Optimize Enrollment for Enhanced Authentication Right Now

pindrop

Multifactor Authentication has many advantages; however, effectively getting consumers enrolled in authentication activities is mission-critical for contact center security professionals. The optimization of enrollment processes contributes to optimal authentication abilities and cost savings. The optimization of these processes leans heavily on passive approaches as it removes barriers and overcomes objections of consumers; enrollment optimization ultimately results in time savings for customer

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Announcing The XM Journal

Customer Experience Matters

The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.

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COVID-19 necessitates a new digital reality, how to step up as a business

Tethr

If your business was just flirting with remote processes and technologies in the past, the events of today have forced you to step far outside your comfort zone. Those with strong business continuity plans have likely still had to make revisions and implement additional strategies due to the explosiveness of the situation. Chances are, your operations are currently surviving due to some level of remote technologies.

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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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Changing habits in a time of crisis

Hero Digital

COVID-19 is resetting what people value. Will your business be ready for the new reality? A hard reset on what’s valuable. Like many of us, the ongoing coronavirus pandemic and economic uncertainty have forced me to more closely scrutinize “what are the things of value” in my daily life. In March my car lease was up. I was curious: What would leasing a car be like during a time when everyone (myself included) is sheltering in place?

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Increase in Chatbot inquiries during the COVID-19 Pandemic

Inbenta

The pandemic has changed our priorities with health quickly becoming priority #1 throughout the world. Millions of people are now confined in their homes (for the most favored), many others are on the streets looking for day-to-day food, whilst others are in the hospital or at home with aggravated symptoms of illness. The importance of prevention and speed of response in times of crisis.

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How quickly should you respond to email?

Toister Performance Solutions

Note: This is a special Tuesday-edition post to bring you new research. One day is too long to respond to email. A 24 hour response time was acceptable way back in the good old days of dial-up internet. That seems quaint in today's age of "always on" communication. A new survey reveals nearly a third of customers expect businesses to respond to emails in one hour or less.

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