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

The Ultimate Guide to Employee Experience


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


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


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


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. Here’s your complete guide to improving customer perception of your business.

How to Avoid Roadblocks to Great Customer Service


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? That’s exactly what my friend and client, Diane Kniowski, did. Diane is president and regional general manager at Univision.

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!

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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Raccoon Memories of Days Gone By

Steve DiGioia

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. And it’s a little different from what you may think would pop into my head so fast. This one is about a raccoon.

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


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. Remember, Walt Disney once said, “Whatever you do, do it well.

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 […]. Inside The Issue call center contact center

The Psychology of Fraud: I want to believe


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 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.

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.

A New User Interface to Simplify CX


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


How focusing on costs alone can jeopardize the customer experience


It’s no secret that organizations must rely on great customer experience (CX) as a competitive advantage to take their businesses to the next level. Adapting to rapidly-evolving customer demands creates sustainable customer loyalty — the recipe for long-lasting business success.

The New Qualities for Customer Service Excellence


The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Many companies are and the pandemic has brought them into the spotlight. A few years ago I was prompted to question this of the local Swiss cable company Cablecom.

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!

Simple Yet Smart Tips to Reduce Customer Support Response Time

Wowdesk Blog

Your customers are the focal point of your business – it is important to keep them satisfied with your products/services. However, according to a customer service study, 62% of companies do not pay heed to customer emails which eventually turns opposite for them. . Customers are impatient when it comes to query resolution, Not responding to complaints is a clear sign that you do not care. Why will a customer stick around then?

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. Next-Gen Technology

Balancing the Spectrum of Service Cost and Customer Experience at Rachio [Podcast]


Offering high-touch, personalized customer services has a higher cost than self-service or no-touch support. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. When designing a customer experience, companies are faced with many decisions. Each service you offer might improve the customer’s experience, but they also come with a cost.

Call Center vs. Contact Center - 17 Differences You Should Know About

NICE inContact

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.

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.

3 contact center security threats every business must plan for


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.

How Contact Centre Gamification Can Leverage Gamificaton

Call Design

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the office and stay engaged with the brand without the face to face interaction they would usually have in the contact centre. This is where gamification can help.

Sales, Marketing and Enterprise Uses of Interaction Analytics

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. Sales, Marketing and Enterprise Uses of Interaction Analytics. 7/14/2020. By Donna Fluss.

Record a Call in Ruby with Vonage Voice API WebSockets


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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The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

5 Telltale Signs that Your Business Needs an Efficient Ticketing System

Wowdesk Blog

If you are a business owner who has to tackle the hoard of emails and customer issues, you might have wished for an easy & less time-consuming solution to it. Well, the solution is the ticket system software. . A support ticket system is a software that supports queries with regards to emails smartly and efficiently. The ticketing system manages service by incorporating: Multiple users log in . Inventory tracking. List manipulation. Customized ticket browsing facility.

Revisiting the call center’s role in customer experience


Customer experience (CX) is a core business driver. In order to radiate a positive experience across an entire business, work and resources must be put into the call center. Making true progress on closing the gap between customer experience expectations and the actual experience delivered starts with your call center agents. But it certainly doesn’t end there. Customer experience can be summed up as how a person feels about the experience of interacting with your company.

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.

4 Tips to Encourage your Remote Customer Service Employees

Provide Support

The post 4 Tips to Encourage your Remote Customer Service Employees appeared first on Provide Support Blog. Articles

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!

Customer Service: A Path to Burnout or Breakthrough – Guest Post by Eileen McDargh

Chip Bell

All our businesses depend upon the good will, continued support, and referrals of external as well as internal customers. But, how we serve and care for each other in our enterprises will ultimately be reflected in those clients who pay the bills. In May 2019, the World Health Organization (WHO) listed burnout in its classification of occupational hazards. Around the globe, all manner of industries were reporting high levels of exhaustion, loss of productivity, cynicism, and disengagement.

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.

Liberating your voice data and other strategies to up your CX game


Taking your call center to the next level when it comes to customer service and the overall customer experience is always important. Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. But with COVID-19 taking over every asset of the business world , companies have had to make some difficult decisions on finances.