Sat.Oct 17, 2020 - Fri.Oct 23, 2020

Compare Yourself to the Best

ShepHyken

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base.

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

Contact Center Pipeline

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making?

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Fonolo State of the Contact Centre Report 2020

Peter Lavers

Contact Centre specialists Fonolo sought out industry experts (including our own Peter Lavers) and leaders far and wide and asked them how Contact Centres — and the CX industry as a whole — fared in the first few months facing COVID-19. Please click here to read what they found.

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New survey: What do customers expect from service providers during COVID-19?

TechSee

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery.

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!

5 Top Customer Service Articles For the Week of October 19, 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. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark.

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Customer Centric Disruption

Peter Lavers

Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here.

Transparent BPO Named “Best Outsourcing Provider” at Global Contact Center Awards

Transparent BPO

FOR IMMEDIATE RELEASE Award Recognizes Top BPO at Delivering Superior Customer Experiences Rockville, MD, October 16, 2020 — Transparent BPO, a leader in nearshore and offshore contact center solutions, was announced the winner of the coveted “Best Outsourcing Provider” at the 2020 ICMI Global Contact Center Awards.

Be True To Yourself and Your Business – Tip #21

Steve DiGioia

We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out.

Home, Sings Me of Sweet Things

Contact Center Pipeline

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I know you’ll bring our main points home with well-researched facts and data! You may not recognize the name Karla Bonoff at first, but you surely know her music.

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!

Small Things That Have a Dramatic Impact on Your Customer’s Experience

Beyond Philosophy

When you bring attention to something, it influences people’s behavior. For example, The food and household goods supplier in the UK, Tesco, was recently accused of profiteering by raising the prices of a yeast extract spread called Marmite. There was quite an uproar about it in the UK. You would think that this would mean sales of Marmite would go down. You would be wrong. After the kerfuffle about the love-it-or-hate-it spread, Marmite sales increased by 61 percent.

The State of the Contact Center in 2020 | Industry Report

Fonolo

Shrinking budgets, growing attrition, and a scramble to deliver safe and secure working environments. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year.

What to do with Customer Feedback

Satrix Solutions

I recently posed this question on LinkedIn : Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was enlightening but it was the response from our client that I found to be most valuable for my network.

A smarter approach to call deflection and self-service

Talkdesk

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again.

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.

Measuring Customer Experience: How to Collect the Right Data and Act on It

Totango

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible.

7 Huge Threats Retailers Need to Know for Holiday 2020

Fonolo

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . But it’s not over yet.

Top Shopify Customer Support Apps for October 2020

CSM Magazine

With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today. The transition from physical stores to eCommerce was happening at a vigorous pace before the COVID-19 crisis.

CX past the pandemic - top brands share insights

TELUS International

In this virtual think tank article developed in partnership with Frost and Sullivan, discover key insights from customer experience leaders on the future of CX design, delivery and operations. CX Best Practices

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!

Remotathon Recap: Scaling 21st Century Customer Support Teams

Guru

Guru's digital speaker series Remotathon shines a light on some amazing people and companies — like Shopify , Slack , Handshake , and Noom — who shared insights on how we can best support our teams during this tough time.

How Understanding Shoppers Can Save Retail

C3Centricity

We need to better understand shoppers. Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%.

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO).

“Moving” In to Our Virtual Office: How to Make Permanent WFH A Success

Interactions

Like most companies, ours went entirely remote in March. But unlike many, we already know that we won’t be going back. We were waiting for the greenlight to return to business as usual when a funny thing happened. Instead of asking when we should go back, we started asking why we should go back.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

The Best Contact Center Software for SMBs: What to Look For

LiveVox

Finding the best contact center software for your small- to medium-sized business can be a daunting task. With seemingly endless options to choose from, it’s hard to know which features will actually drive more meaningful customer experiences and which are just unnecessary fluff.

Protect, respond and recover: 3 pillars for remote security in the contact center

Talkdesk

Remote contact centers present unprecedented challenges. A major shift to working from home has sparked new concerns for security officers who worry about the possibility of a data breach damaging the entire organization. Most (78%) IT leaders say employees have put data at risk in the last year.

How to combat shopping cart abandonment on your website

GetFeedback

Three common issues that lead to shopping cart abandonment on websites and how to use feedback to overcome them. Articles

Hiring Support Agents: 6 Stories for Aspiring Support Agents

Nicereply

Show your curiosity, personality, and the things you care about—they’re going to love you! According to Gartner, 89% of businesses expect to have to compete on their team’s ability to deliver an outstanding customer experience.

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.

How to Survive the Avalanche of Customer Interactions with Automation

Inbenta

In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue?

5 Benefits of Screen Recording Software for Your Contact Center

LiveVox

Your customer service conversations are a gold mine of insights that can flag important issues, drive new product developments and help you continuously improve your customer experience.

Digital Customer Service Is More Than Just A Channel

NICE inContact

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience.