Etech GS

APRIL 6, 2020

COVID-19 has already affected people we know, our company, our customers, our communities and our countries that we care deeply about. There is no playbook for this unprecedented moment in time, not even the experts know how it will play out. . Are you leading the right way to help your people beat COVID-19 at the workplace?

97

97

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member.

Management 89

Management Contact Center Coaching Employee engagement 89

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. .

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

ProProfs Blog

APRIL 30, 2020

The COVID-19 pandemic continues to spread like wildfire, taking people’s lives, and severely impacting various economies across the globe. What about your customers? ’ They are waiting for you to keep every communication and support channel active. . Opt for Innovative Ways to Reach out to Your Customers.

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

aircall

AUGUST 4, 2021

Experts claim that while this will depend on the pandemic and vaccine distribution, companies will likely start making flexible work schedules permanent. Factors to Consider When Building Your Hybrid Workforce. For one thing, you will have to be flexible in your expectations from employees. Talk to your team directly and listen.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

Quiq

DECEMBER 27, 2022

There’s been a lot of discussion around business disruption lately and how companies can cope with a time full of upheaval and uncertainty. When faced with disruption, the key to driving CX efficiency is focusing on digital technology, namely customer communications, empowering and equipping employees. The best way to prepare?

Chatbots 52

Chatbots Wait times Interactive Voice Response Technology 52

Fonolo

APRIL 5, 2022

If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors. How to Foster Agent Engagement in a Hybrid Contact Center. The easiest way to boost employee engagement and retention is to invest in the right call center leader. Professional? Bottom line?

Call Center 99

Call Center Contact Center Gamification Construction 99

ChurnZero

MAY 15, 2020

As an emerging discipline, Customer Success has not experienced a global health or financial crisis during its relatively brief lifetime. Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

aircall

SEPTEMBER 29, 2021

How to maximize productivity. This model can promote flexibility, inclusiveness, and the well-being of all team members. . That’s because one thing that the COVID-19 pandemic revealed is how different employees work. Flexibility is key in designing your hybrid work arrangement. What Is a Hybrid Work Environment?

Metrics 71

Metrics Feedback Management Personalization 71

CSM Practice

DECEMBER 29, 2020

Hosts Diane Dye Hansen and Christine Salvo interviewed Irit Eizips and talked about engaging internal and external stakeholders with kindness, support, and community. . 01:16 – Irit explains how the COVID-19 pandemic has affected industries differently. 06:24 – Irit explains her expectations during 2019 and Q1 2020.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Global Response

JANUARY 31, 2024

Since the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. And it makes sense: Remote work is known to reduce employee stress, boost productivity, and produce higher job satisfaction. Or when traveling, their 10:00 AM is your company’s 4:00 AM.

outsourcing 62

outsourcing Technical Support Best practices Education 62

Up Your Service

MARCH 17, 2020

The future of your workforce is unpredictable. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control. Pandemics naturally pull people apart. A declaration is more than a communication.

Airlines 83

Airlines Government Morale Banking 83

JustCall

NOVEMBER 23, 2022

After the onset of the pandemic, all businesses, including call centers, were forced to go remote or shut down for a long period. After the onset of the pandemic, all businesses, including call centers, were forced to go remote or shut down for a long period. What is a Business Continuity Plan?

Call Center 52

Call Center Management Contact Center Marketing 52

Nicereply

JUNE 9, 2020

They measure how satisfied with your product and services your customers are and give you a barometer of where you need to improve. Unlike employee net promoter score , ESAT helps you measure the satisfaction of your employees, rather than how likely they are to recommend working for your company.

Surveys 104

Surveys Construction Employee engagement Management 104

aircall

JANUARY 5, 2022

If there were ever a question of how important a high-performing technology team is to an organization’s success, the pandemic has provided an unequivocal answer. IT leaders helped companies that were dependent on in-person communication expand their use of digital channels to stay connected.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

CSM Magazine

JULY 26, 2022

We know exactly how to negotiate in real life and not to lose face. However, it has long been understood that meetings with videoconferencing would come into our lives, but the pandemic period has accelerated the process considerably. But how can you boost the effectiveness of conferences compared to live communication?

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59

CSM Magazine

MARCH 30, 2020

In just a matter of few weeks, the coronavirus has become an all-consuming global pandemic wreaking havoc in the business world and in our personal and professional lives. Wherever you’re working, what’s most critical is how and what is communicated by the business leaders to their teams. Involve Key Stakeholders .

Government 119

Government Airlines Coaching Personalization 119

JustCall

APRIL 27, 2020

Having easy communication access to insurance companies is important in creating a fulfilling experience for insurance buyers. despite its strong and adept team, was losing its customers to bigger firms in the area. This Utah-based team of 200 was witnessing a major lag in its operations. An insurance company in the U.S.,

Interactive Voice Response 86

Interactive Voice Response CRM Average Handle Time Sales 86

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. But the pandemic has forced a transition to remote working virtually overnight. Here are our top tips for engaging remote employees and keeping agent morale high, so that you and your team can go (virtually) unimpeded for as long as you need to.

Call Center 112

Call Center Morale Contact Center Gamification 112

CSM Magazine

JUNE 10, 2022

This demand has left support teams feeling overwhelmed and stretched thin; during the pandemic, in fact, 75% of service professionals say managing case volume has been more challenging. And even as restrictions loosen, this stress remains on call centre teams who are operating with limited resources. Feedback calls.

Feedback 52

Feedback Self service Customer Service Customer Support 52

Playvox

NOVEMBER 4, 2021

From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. Your organization has likely been forced to embrace new technology to remain relevant and deliver exceptional customer service.

Contact Center 52

Contact Center Technology Contact center software contact center solutions 52

Quiq

NOVEMBER 16, 2021

You know that while it’s lucrative, it’s also extremely tough on your customer service team. You know that while it’s lucrative, it’s also extremely tough on your customer service team. Between pandemic pressures and logistical issues, this year might be tough. Share This Story Do you hear that?

Customer Service 83

Customer Service Chatbots Wait times Surveys 83

Inbenta

JUNE 2, 2021

The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees. What is HR automation?

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Nicereply

JULY 14, 2020

Wouldn’t it be nice if your support team could be a bright spot in your customers’ day instead of just making things challenging? Now is the time to hone your customer focus and work to delight the people that come in contact with you. Proactively help your customers. Forget First Contact Resolution.

B2C 52

B2C Self service B2B Customer Support 52

SharpenCX

MARCH 18, 2020

Not to mention, remote work allows for flexibility during times of uncertainty. When your agents aren’t hardwired to their desks and the world calls for flexibility, you can bend. Right now, companies across the globe are practicing social distancing and keeping employees remote so our communities stay safe. Get dressed.

Call Center 94

Call Center Morale Coaching Cloud contact 94

Quiq

NOVEMBER 2, 2020

Share This Story Prior to the pandemic, online and mobile banking already represented the primary banking channels for two third of Americans. As the pandemic forced branches to close, credit unions and consumers readily embraced more online banking options including chatbots to provide members with 24/7 automated service. .

Banking 52

Banking Contact Center Abandon rate Self service 52

CSM Magazine

APRIL 13, 2022

A recent study revealed that 60% of respondents agreed that staff attrition and absence, while initially pandemic-related, is still causing CX issues. A recent study revealed that 60% of respondents agreed that staff attrition and absence, while initially pandemic-related, is still causing CX issues. [ii]

Analytics 59

Analytics Coaching Best practices Technology 59

Quiq

DECEMBER 29, 2021

Share This Story What’s it going to take to outpace your competition in 2022? But even as talent shortages loom large and supply chain issues continue to slow down sales across industries, it’s your customer service that will help you outpace your competition and keep customers coming back for more. Gamification. .

Gamification 52

Gamification Chatbots Sales Surveys 52

Nicereply

JULY 13, 2021

As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. One way to prepare your agents to support customers is by allowing them to use your products themselves. However, at many companies, this is difficult or impossible.

B2B 98

B2B B2C SaaS Technical Support 98

JustCall

DECEMBER 13, 2022

Advances in communication technology and internet speeds mean that remote workers can be even more productive. If you’re managing a remote team or engaged in remote work yourself, here are some top tips to boost your productivity. How Remote Workers Can Make the Most of Remote Working. Create Schedules.

Finance 52

Finance Technology Analytics Surveys 52

NobelBiz

MAY 12, 2022

Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. Take a breather and listen to the story of how Steve Bederman managed to go from call center agent to CEO. Its estimated market value was forecasted to reach $5.99

Contact Center 52

Contact Center Management Scripts Interactive Voice Response 52

CSM Magazine

JANUARY 27, 2022

Although recent statistics suggest that different industries have varying capacities to embrace remote work, now is the best time to explore your options and pivot into a role that has remote work possibilities. Here are some ways how remote work can help you grow your income. Human Resources. Customer Service.

Education 52

Education Management Sales Technology 52

VirtualPBX

AUGUST 11, 2020

But the coronavirus pandemic has forced millions of workers to start working from home full time, almost overnight. With the help of technology it’s easy to collaborate, communicate, and work productively in remote work environments. Your browser does not support the video tag. Improved Connectivity. Monitoring Progress.

Technology 98

Technology Management Personalization 98

SharpenCX

NOVEMBER 11, 2020

Raise your hand if 2020 made you toss old customer service playbooks out the window. And you might not need your eyes on all agents, all the time, to maintain a productive contact center. So now, as we begin recovery in much of the world, how do we plan for the future of work in customer service? Yeah, us too. And you know what?

Customer Care 67

Customer Care Customer Service Self service Coaching 67

Hodusoft

FEBRUARY 1, 2023

One of the areas where this evolution is most evident is in the way banks communicate with their customers. during the forecast period. Top 5 business phone systems for banking Revolutionize your banking operations with the right business phone system What is a VoIP Phone System? What is a banking phone system?

Finance 52

Finance Banking voip Analytics 52

CSM Magazine

OCTOBER 5, 2020

The future of your workforce is unpredictable. We watch as other government and corporate leaders grapple with how to put structure around their response, make decisions from behind the curve, and communicate to inspire and control. Pandemics naturally pull people apart. A declaration is more than a communication.

Airlines 52

Airlines Government Morale Banking 52

CSM Magazine

JANUARY 8, 2021

The COVID-19 pandemic has changed the way we live and work beyond measure. Here are ten tips to help you manage your remote customer service team. When your customer service agents are working away from the office, it’s important that everyone is working from a robust cloud-based system. Keep Your Data Secure.

Customer Service 52

Customer Service Management Morale Customer Experience 52