5CA
JUNE 4, 2020
When you look at how many people searched for ‘work from home’ in the past year, you see the chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus. This is no surprise. Every company that could possibly keep functioning with remote workers asked their people to go home.
REVE Chat Blog
JUNE 4, 2020
Words are incredibly powerful for handling clients’ conversations as businesses often can truly either make or break customer service experiences. Using the right empathy statements and phrases for customer service makes all the difference between a poor or delightful experience. According to the Empathy Index , “Empathy is more important to a successful business than it has ever been, correlating to growth, productivity, and earnings per employee.”.
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UJET
JUNE 3, 2020
Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology.
Beyond Philosophy
JUNE 4, 2020
In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Today, we are going to discuss in more detail why this works and what you can do to implement these surprising ideas that don’t make sense to encourage the success of your brand. Before we get into that, let me remind you that this issue is based on a conversation we had on our podcast recently with advertising legend Rory Sutherlan
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
ShepHyken
JUNE 3, 2020
This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast. There was just one person ahead of me in line.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JUNE 3, 2020
Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication demands of their consumers and prospects. Voice traffic, while dropping in total demand, is still more than 60% of overall contact center traffic. For some industries, it remains 100%. Voice channel […].
Beyond Philosophy
MAY 30, 2020
Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.
ShepHyken
JUNE 2, 2020
Redefining Influence in the Customer Experience. Showing Up as Your Best Self to Create the Best Customer Experience. Shep Hyken interviews Stacey Hanke. They discuss Stacey’s book, Influence Redefined…Be the Leader You Were Meant to Be, Monday to Monday® and how redefining your concept of “influence” can revolutionize your customer experience. Top Takeaways: Influence is not what most people think it is.
Callminer
JUNE 4, 2020
Customer satisfaction is your top priority. As you work toward boosting satisfaction while reducing average handle time, cost reductions will follow.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Contact Center Pipeline
JUNE 2, 2020
These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […].
ProProfs Blog
JUNE 5, 2020
The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. . Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” .
Steve DiGioia
JUNE 4, 2020
The “ Customer Value Proposition ” is providing convincing reasons why a customer should buy a product, and also differentiate your product from competitors. The same works for our “internal customers”, our employees. The “value” one brings to their organization is not easily measured but can, and usually does, make itself known very quickly within the process.
Callminer
JUNE 3, 2020
We reached out to 21 analytics professionals & business leaders to learn their most creative uses of predictive analytics in the call center.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Contact Center Pipeline
JUNE 4, 2020
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of […].
ProProfs Blog
JUNE 5, 2020
I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn. And that’s the problem.
Aspect
JUNE 4, 2020
‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi. That applies to many things in life and business. To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. These leaders are managing a complex set of activities.
TechSee
JUNE 2, 2020
Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group. According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Inbenta
JUNE 2, 2020
1. Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away.
ProProfs Blog
JUNE 5, 2020
In one of its studies, American Express discovered that for more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. However, the tables turned when Econsultancy discussed how 79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support.
GetFeedback
JUNE 3, 2020
HP’s Brandon McGovern shares how he’s pivoting his CX program to stay relevant in today’s circumstances in our livestream series, CX Confessions.
Taylor Reach Group
JUNE 5, 2020
By Colin Taylor. Roughly three months into the COVID-19 shutdown, there has been a lot of discussion around what COVID-19 has done to our society, our economy, our elderly and; if you live in my little corner of the world; our customer experiences and contact centers. Contact centers for many organizations could not stop operating, so they pivoted to a Work-From-Home (WFH) model, deployed additional communication channels (think chat, text and messaging) and looked for high-volume, low-complexit
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
OctopusTech
JUNE 3, 2020
There are several services that businesses hire in order to help them improve their overall customer experience. Interactions with their customers have always been a crucial part of any business’s success and how well they manage it is directly related to their customer’s loyalty and retention with the brand. Call answering services is one of such services that help businesses improve their customer service and experience which leads to the overall satisfaction of the customers.
ProProfs Blog
JUNE 5, 2020
Dale Carnegie, in his 1936 classic “ How to win friends and Influence People” advised, “Ask questions the other person will enjoy answering.” Asking good questions shows genuine interest and elicit honest answers. That said, we all know that customers love asking questions, especially when they are about to make a purchase. But can a business owner ask questions to clients and customers?
5CA
JUNE 4, 2020
The white paint lines on the road crept passed ever so slowly, like my life tricking away. I tapped the steering wheel with my nails, trying to release the pent up stress and irritation while the radio mindlessly droned on. Then the tears came, right on time, same as usual.
kommunicate
JUNE 3, 2020
Nowadays, every business has a Facebook page, and your customers are likely to reach out to you via social media. However, most of the companies do not have a dedicated support team for social media. It creates a support overhead on your side. Therefore, it is crucial to connect your social media to your customer [.]. The post Facebook Messenger Customer Service – Integrate Social Media in Your Customer Service appeared first on Kommunicate Blog.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Cyara
JUNE 1, 2020
Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19.
SharpenCX
JUNE 3, 2020
My alarm jolted me from my deep sleep – a jarring contrast to the stark silence and black abyss of my dreamless state. I hit the snooze once. Then twice. Then, when I realized I couldn’t fit in another snooze cycle, I set an alarm. For one measly minute. Did I think those 60 seconds would leave me completely rejuvenated? That all I needed was a quick wink and I’d be ready to tackle the day’s challenges?
Nicereply
JUNE 2, 2020
Awesome docs deflect tickets from your inbox, make for happier customers, and even boost up the effectiveness of your internal teams. Documentation is frequently the first interaction that a customer has with your product and brand. When someone is having trouble, 91% of them prefer to read documentation rather than ask someone for an answer. So, instead of reaching out directly to your support team, they’ll often do a quick search through your knowledge base instead.
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