Hodusoft
APRIL 10, 2020
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.
ShepHyken
APRIL 10, 2020
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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Tethr
APRIL 9, 2020
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?
Beyond Philosophy
APRIL 9, 2020
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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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.
Contact Center Pipeline
APRIL 9, 2020
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 […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
APRIL 8, 2020
To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find out more.
Beyond Philosophy
APRIL 4, 2020
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.
Myra Golden Media
APRIL 7, 2020
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.
Contact Center Pipeline
APRIL 8, 2020
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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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
Callminer
APRIL 7, 2020
Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.
ShepHyken
APRIL 7, 2020
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.
Myra Golden Media
APRIL 8, 2020
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.
Taylor Reach Group
APRIL 9, 2020
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
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.
Satrix Solutions
APRIL 6, 2020
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
ShepHyken
APRIL 6, 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. 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.
PeopleMetrics
APRIL 8, 2020
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.
CustomerServ
APRIL 9, 2020
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.
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!
Ian Jacobs
APRIL 9, 2020
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 […].
Fonolo
APRIL 6, 2020
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.
Concentrix
APRIL 10, 2020
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.
Tethr
APRIL 8, 2020
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.
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.
SharpenCX
APRIL 7, 2020
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.
pindrop
APRIL 9, 2020
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
Customer Experience Matters
APRIL 8, 2020
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.
Tethr
APRIL 8, 2020
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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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.
Hero Digital
APRIL 8, 2020
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?
Inbenta
APRIL 9, 2020
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.
Toister Performance Solutions
APRIL 7, 2020
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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