Sat.Aug 01, 2020 - Fri.Aug 07, 2020

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The Ultimate Guide to Employee Experience

GetFeedback

How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line.

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The Future of Remote Customer Support Tools is in the Hands of IT

TechSee

As a sophisticated IT department, you’ve done everything right. When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

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How to Improve Customer Perception: A Complete Guide

Fonolo

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Although it’s almost impossible to completely control what people think about your organization, improving customer perception of your brand is entirely possible.

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How to Avoid Roadblocks to Great Customer Service

ShepHyken

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people?

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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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5 Rules for using Behavioral Science in Journey Mapping

Beyond Philosophy

The 5 Rules for Behavioral Journey Mapping. 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. What Are The Five Rules? We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them.

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Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case. The employees who do the job each day usually have a better understanding of what works and how to perform the task than the boss who sits in the office thinking up policies and procedures.

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Guest Post: 5 Lessons Your Customer Service Team Can Learn From Disney

ShepHyken

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. And good customer service is defined as taking that extra step for the customers without being asked.

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COVID-19 Impact: Recalibrating Human & AI Roles, Part 3

Contact Center Pipeline

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or expand automated solutions will effect agent training and development in the new work environment, as well as which AI-powered support tools can add the most value for employees and customers during […].

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What is eDiscovery?

Callminer

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

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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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Raccoon Memories of Days Gone By

Steve DiGioia

Snow. As far and wide as your eye can see. Thanks to the wind, in some places, it’s as high as your hip. Small patches of dry brown grass peek out from the high ridges and icicles hang from places I’ve never noticed. Then I see it. Meat. I had a conversation with someone the other day about the “ most memorable situations ” we’ve had during our career and quickly, one stood out.

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5 Top Customer Service Articles For the Week of August 3, 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. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. (Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

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Contact Center Pipeline Magazine: Inside Our August 2020 Issue

Contact Center Pipeline

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […].

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Tea break chat with Dr Mark Hollyoake

Peter Lavers

Our friend and colleague Dr Mark Hollyoake completed his doctorate in 2020 on the hot topic of trust within B2B relationships, and interviewed Peter Lavers as part of a series of tea break chats. The discussion covered the situation mid-pandemic and also what’s going to be important for business recovery and business reengineering. Please click here to watch their chat.

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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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Empathy and the Customer Experience

The Northridge Group

Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are quite different. While sympathy is feeling “for” a person, empathy is feeling “with” a person. This can make all the difference when trying to connect with a customer, especially during a global health crisis or any other difficult situation.

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6 Tips for Working Remotely While Living Abroad

UJET

After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.

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Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . So what does that mean for your call center operations? In short, traveling customers will have even more *cough* baggage *cough* to handle than before. .

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Record a Call in Ruby with Vonage Voice API WebSockets

Nexmo

The Vonage Voice API WebSockets feature recently left Beta status and became generally available. WebSockets allows you to create two-way communication over a single persistent TCP connection. You do not need to handle multiple HTTP requests and responses with WebSockets. A single WebSocket connection can enable text and binary data communication continuously, with only a single connection opened.

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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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A New User Interface to Simplify CX

GetFeedback

We’re excited to announce a brand new user interface (UI) thoughtfully designed with our customers in mind.

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Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine

Cisco - Contact Center

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. Award Winner Second Year in a Row. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact c

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9 Customer Service Horror Stories That will Make Your Blood Turn to Ice

HelpCrunch

Delivering great customer service should be the focus of any business that wants to be in the limelight. Unfortunately, it’s not always the case. You can still meet those brands that don’t invest in their [ … ]. The post 9 Customer Service Horror Stories That will Make Your Blood Turn to Ice appeared first on HelpCrunch blog.

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How to select the best Quality Assurance & Testing services for your business

TELUS International

When it comes to finding the right QA and testing solution for your business, one size certainly doesn’t fit all. Answering these key questions can help determine which solution is right for you.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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WFM in the Palm of Your Hand: The Calabrio ONE Mobile App

Calabrio

Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand.

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Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place

Eptica

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Published on: August 05, 2020. Author: Anne-Merete Jensen - Senior Business Consultant It’s essential that businesses are ready for changing customer needs as we inch our way out of pandemic lockdowns and move closer to Peak.

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How Identifying Key Behaviors in the IVR Helps Predict and Reduce Fraud in the Contact Center

pindrop

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. Fraudsters often use Interactive Voice Response (IVR) systems to mine information, which they subsequently leverage to commit fraud at various other touchpoints downstream.

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3 contact center security threats every business must plan for

Talkdesk

By now, your entire workforce should be either working remotely or navigating a hybrid solution between working from home (WFH) and safely going to the office. In addition, your contact center might have witnessed some shifts in the composition of its staff. While some organizations have unfortunately experienced a downfall in business due to the coronavirus (COVID-19), others saw the need to hire more personnel to meet rising expectations and demands from customers.

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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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21st Century Banking: Where we’re going, we don’t need branches

Hero Digital

What was once expected to be a multi-year process has now taken place in months or even weeks. And now that customers have made the transition, many say they may never visit a bank branch again. If we project this trend forward into the future, banks will need to find new ways to remain relevant to their customers, even as customers come to believe they need banks less.

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Engaging Customers During COVID-19: How to Cut Through the Noise

Totango

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . This alone should be reason enough to take a second look at your digital engagement efforts.

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The Psychology of Fraud: I want to believe

pindrop

On a quiet Friday afternoon a family member of mine, who will remain anonymous for my own protection, received an email from a man from Australia claiming to be a long lost brother. Since her father had recently passed away, a new familial connection can seem like a very pleasant prospect. The moment I heard this, my disbelief began immediately. In my line of work, unexpected good news from the internet usually means fraud is about to happen.