SharpenCX

APRIL 7, 2020

Download Now: 7 tactics to coach your agents, no matter where they’re working. Thanks to COVID-19, we’ve all transitioned into a work-from-anywhere model to continue operating at the same pace. How do we all care for our employees, stay afloat, and keep customers happy without the use of a shared office space?

virtual call center 104

virtual call center Call Center Coaching Contact center software 104

delighted

JUNE 10, 2020

So far, 2020 has been a year of change and challenge, and you’ve worked hard at implementing process changes for navigating the new normal of remote work-life during COVID-19. Common employee back-to-work concerns. Ask your employees: How are you feeling?

Surveys 57

Surveys Government Engineering Personalization 57

Totango

JUNE 2, 2020

Crises are an unfortunate fact of life. However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. It can mitigate the effects of a crisis on your employees’ productivity and (even more importantly) their health.

Enterprise 62

Enterprise Customer centricity Accountability Best practices 62

TeamSupport

JULY 27, 2020

From COVID-19 to political and social movements, businesses of all types have been impacted by these events resulting in major fluctuations in consumer trust. Even as the ink dries on the contract, it’s time to begin preparing a newly-cemented customer relationship for success. As published in CustomerThink , July 1, 2020.

B2B 90

B2B Finance Metrics Customer Support 90

Natalie Petouhof

AUGUST 15, 2022

The first ten chapters make the case for centering empathy when building new experiences that create better outcomes for customers, employees, and the company. The authors begin with an insightful point: All those failed change initiatives have taken a toll on employees, leaving them burnt out and skeptical of yet another “big plan.”

Scripts 52

Scripts Banking Customer centricity Chatbots 52

C Space

JULY 6, 2020

Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. Before the virus hit, says the company, 69% of Hearst consumers had a positive outlook on life. When the lockdown started this dropped to 64%.

Engineering 52

Engineering Banking Surveys Enterprise 52

Netomi

SEPTEMBER 15, 2021

Why the delay in what could have been a life-or-death situation? Other industries like travel have seen demand fluctuate, but as customers start to return to normal behavior, they too are reaching out to companies at unprecedented levels to understand evolving policies, safety measures, etc. . A shortage of agents.

Customer Service 52

Customer Service Airlines Call Center Government 52

CCNG

FEBRUARY 28, 2024

When the COVID-19 pandemic flipped the world on its head four years ago, many organizations scrambled to adapt. They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. So, how do you make hybrid work a practical option for your employees in the long term?

Best practices 195

Best practices CCNG Technology Surveys 195

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. 1. Fewer New Prospects.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. 1. Fewer New Prospects.

SaaS 71

SaaS Upselling Accountability Sales 71

Inbenta

JANUARY 17, 2022

Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. In 2020, Covid-19 sparked a surge in technology adoption and usage as businesses and consumers flocked online to carry out daily tasks.

Customer Service 98

Customer Service Self service Chatbots B2B 98

bold360 Blog

APRIL 20, 2020

But as we adapt the way we do things to this new normal, it becomes ever more obvious some of our old ways needed changing long before anyone had ever heard of COVID-19. COVID-19 is shining a light on longstanding issues in retail. And now COVID-19 is having an impact on the whole marketplace.

Banking 52

Banking Consulting Consulting Customer Experience 52

Russel Lolacher

FEBRUARY 20, 2023

In this episode of Relationships at Work, Russel chats with the CEO for Work Ethic Development Josh Davies on what goes into the an employee’s work ethic and how to bring your “A” game. It’s unhealthy for employees, and it doesn’t produce long term results. And I think it’s long overdue.

Education 52

Education Personalization Employee engagement Coaching 52

C Space

JUNE 24, 2020

Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. Instead, it’s a home for your interests: a place to grow them, share them with loved ones and find things that will help in making this precious life count,” said co-founder CJ Adams.

Entertainment 52

Entertainment Government Personalization Surveys 52

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I know firsthand the stress you’re going through right now doing everything you can to successfully navigate this Covid-19 crisis. I’m writing this letter as one of you, and one of them. .

SaaS 83

SaaS Engineering Sales Accountability 83

Expivia

JANUARY 29, 2021

I started off as an industrial engineer, so really in that kind of manufacturing/logistics world before coming to Overstock. Tom: I think a lot of interesting things happen in retail around the holidays, can you talk briefly about what your customer care service team behind-the-scenes looks like around the holidays?

Customer Care 52

Customer Care CRM Self service Call Center 52

Expivia

JANUARY 5, 2021

I started off as an industrial engineer, so really in that kind of manufacturing/logistics world before coming to Overstock. T: I think a lot of interesting things happen in retail around the holidays, can you talk briefly about what your customer care service team behind-the-scenes looks like around the holidays?

Customer Care 52

Customer Care CRM Self service Call Center 52

Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! One of her key drivers is employee motivation and empowerment. Register Now. Alexandra da Silva Rodrigues.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ProProfs Blog

APRIL 30, 2020

After months of anticipation and multiple speculations, I finally had the opportunity to see what new specs made their “Lead with Speed” series special and what’s new for the customers. Businesses across the world are forced to take a hit due to the COVID-19 spread. Measure 2: Work on How to Help Your Customers.

Multichannel 137

Multichannel Feedback Customer Support Surveys 137