GetFeedback

MARCH 1, 2020

The six CX trends that you can't ignore in 2020.

Best practices 120

Best practices Customer Experience 120

ShepHyken

AUGUST 24, 2020

Of course, there is, and this article will not only point out the differences but also give you some actionable ideas and best practices. shelf) Since these folks have been so helpful sharing advice and best practices, we compiled a list of the top ten contact center and customer experience influencers we think you should follow.

Customer Service 214

Customer Service Best practices Contact Center Chatbots 214

ShepHyken

JANUARY 13, 2020

4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience. The post 5 Top Customer Service Articles For the Week of January 13, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 180

Customer Service Journey mapping B2C B2B 180

Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Peter Lavers

FEBRUARY 10, 2022

We call them ‘lenses’ of best practice, and here are six tests to assess your charter against: The wishful thinking test – are the commitments you make in your charter concrete promises or just aspirations (i.e. to ‘try’ to be better)? “The Hollyoake, M.

Best practices 130

Best practices B2B Government Customer centricity 130

Nextiva

MAY 13, 2020

The post 25 Proven Call Center Best Practices to Wow Your Customers in 2020 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Organizations use call centers to delight customers and achieve revenue goals. It’s expensive to provide poor customer service […].

Best practices 87

Best practices Call Center virtual call center voip 87

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Uniphore

AUGUST 12, 2021

Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline. If you’re one of the growing number of contact centers looking to implement a multimodal virtual agent, here are some best practices to get you started. Multimodal Virtual Agent Implementation and Best Practices.

Best practices 98

Best practices Virtual Agent Scripts Call flow 98

Fonolo

MARCH 12, 2020

Getting self-service right can have a big impact on your NPS score , so here are 5 best practices for helping your customers to help themselves: 1. Handpicked related content for you: Top Customer Service Blogs to Read in 2020. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center.

Self service 118

Self service Best practices Customer Support Chatbots 118

CCNG

JULY 12, 2020

March 20, 2020. March 15, 2020. March 18, 2020. So I’ve done my best to provide some real, practical advice on how you can manage the Coronavirus/COVID19 in your contact centre. February 12, 2020. The plan should include the following high-level practices. March 18, 2020.

Contact Center 221

Contact Center CCNG Best practices Government 221

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Successful corporations must also find ways to ensure positive, productive communication between peers. Even if they can only see each other on Zoom! Conduct a communication audit.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

ShepHyken

MARCH 30, 2020

10 best practices to maintain a steady cash flow during the COVID-19 crisis by Hari Krishna. The post 5 Top Customer Service Articles For the Week of March 30, 2020 appeared first on Shep Hyken. The reason for our current “adverse condition” is new to us, navigating through tough times is not.

Customer Service 156

Customer Service Morale Marketing Best practices 156

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. ” – Julie Bai, Call Center Technology and Trends Every Business Leader Must Know in 2020 , Nextiva; Twitter: @Nextiva. Video chat assistance is on the rise. Video customer service is coming.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

OCTOBER 7, 2019

(Social Media Today) Customer experience is one of the most important factors that influences business growth – in fact, it’s expected to become the main brand differentiator by 2020. My Comment: Anytime an article has a title that has the word “Best” in it, I’m intrigued enough to at least give a quick look.

Customer Service 292

Customer Service Customer centricity Best practices Customer Experience 292

NobelBiz

MAY 9, 2023

billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 37% from 2021 to 2028. However, there are a few general best practices that will increase the likelihood of a successful auto-dialer campaign. The post Call Center Dialer Software: Optimization Best Practices appeared first on NobelBiz.

Best practices 98

Best practices Call Center Gamification Contact center software 98

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. The post 2020 Customer Experience: 20 Wishes appeared first on Customer Value Performance. Get ahead by making significant turns yourself now. Image licensed to ClearAction Continuum by Shutterstock.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

TELUS International

DECEMBER 28, 2020

Discover the six digital and customer experience lessons that defined 2020. Businesses globally experienced rapid and immense change this past year.

Customer Experience 123

Customer Experience Best practices 123

CCNG

MARCH 16, 2022

In 2020 during a world pandemic, we had the crazy idea to start our own podcast. He brings a 40-year track record of transformation and consulting in contact centers and digital channels - engaging some of the top brands in the world with CRM and CX best practices.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . The post Our 10 (OK, 11) Favorite Sales Influencers of 2020 appeared first on Integrity Solutions.

Sales 124

Sales B2B Engineering Consulting 124

CX Accelerator

MAY 25, 2022

She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents. She was the 2019/2020 recipient of the CloudCherry CX Influencer Award and is an ICMI Top 25 Thought Leader.

Customer Support 316

Customer Support Wait times Self service Best practices 316

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. In 2020, 56% of live chats were made on mobile for financial services and banking organizations.

Benchmark 89

Benchmark Best practices Banking Wait times 89

Taylor Reach Group

MARCH 20, 2020

One priority each of us should have on our “to do” for 2020 is mental health. So in 2020, let’s create a culture of health in our workplaces. My goal for 2020 is to try to bring mental health out from the shadows into the open where we can discuss it and treat it. By Colin Taylor. I hope that you will join me in this effort.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

ChurnZero

OCTOBER 13, 2020

ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. ChurnZero (@churnzero) October 8, 2020. Define vision 2.

Best practices 98

Best practices Accountability Management Technology 98

ShepHyken

MARCH 6, 2017

My Comment: Here’s an interesting stat: 8 out of 10 businesses are already using or plan to use an AI (artificial intelligence) customer service solution by 2020. Wouldn’t it be nice if there was a way for the first employee to share his/her best practices with the other employees? Gulko by Amy Clark. (I That’s part of training!

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

SharpenCX

JANUARY 26, 2021

It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. Shipping companies had their capacities put to the test in 2020, to say the very least. That’s why this month, we’re crushing on FedEx – a company that stepped up in 2020 and delivered for customers.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Talkdesk

APRIL 2, 2020

That’s why we’ve transformed Opentalk 2020 into a virtual event — all online, at no cost to you. Save the date now for May 6, 2020. Opentalk 2020 Virtual is a free immersive experience that will give you access to extraordinary insights from the most innovative speakers in customer experience (CX). Sign up by May 1, 2020.

Best practices 75

Best practices contact center solutions Cloud contact Contact Center 75

Cyara

JULY 28, 2020

Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories.

Best practices 84

Best practices Customer Experience Contact Center Call Center 84

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Seven Omnichannel Contact Center Best Practices for Better Customer Experiences. While the benefits of omnichannel are clear, contact centers leaders must apply best practices for implementing and optimizing an omnichannel contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. In appreciation of your loyalty, we have summarised the top twenty articles we published in 2020, so you can check that you didn’t miss any, or remind yourself of their usefulness: #1.

Customer centricity 111

Customer centricity Journey mapping Marketing Personalization 111

ProProfs Blog

APRIL 15, 2020

Email Management Best Practices I: How To Manage Emails Time-Efficiently? Email Management Best Practices II: The Essential Response Strategies. Email Management Best Practices I: How To Manage Emails Time-Efficiently? Email Management Best Practices II: The Essential Response Strategies.

Management 103

Management Best practices Personalization Feedback 103

Noble Systems

SEPTEMBER 8, 2020

This blog compiles the top five best practices to help those who are transitioning to, or looking to maintain, an at-home workforce to achieve the best outcomes. With the right partner, it can be done very quickly, so you can get back to what you do best, providing extraordinary service to your customers.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Share this page on: Tweet. You might also be interested in these posts: How to build a collaborative contact centre with Microsoft Teams.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Aspect

JULY 23, 2021

According to our 2020 Consumer Index Report, 41% of consumers prefer to be contacted by email so that they can respond on their own time and their own terms. In October 2020, the Consumer Financial Protection Bureau (CFPB) proposed several new rules augmenting the protections of the Fair Debt Collection Practices Act (FDCPA).

Best practices 62

Best practices contact center solutions Contact Center Enterprise 62

Serenova

JULY 7, 2020

Six Call Center Training Tips & Best Practices for Better Customer Experience. 6 Steps and Best Practices for Your Best Call Center Staff Training Program. Plus, as they will with automated bots, your agents pick up best practices over time. Scripting to facilitate conversations.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Eptica

SEPTEMBER 23, 2020

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Published on: September 23, 2020. Categorie(s): Best Practice Tags: Customer experience, customer interaction, émotions, Martin Hill-Wilson Categories: Best Practice.

Best practices 117

Best practices Customer Experience Customer Service 117