The Northridge Group
MARCH 25, 2020
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While the unknown is making many customers understandably anxious, we are finding that fear and a shortage of facts are leading some company representatives to communicate inconsistent or inappropriate messaging.
Tethr
MARCH 27, 2020
There are countless articles and statistics on the importance of the customer experience (CX). There are nearly just as many regarding the employee experience (EX). While both these experiences should remain critical focuses for businesses, materials on how to integrate them together are hard to come by. Shouldn’t there be more documentation on how to weave these two approaches together for a seamless fit?
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Contact Center Pipeline
MARCH 24, 2020
Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and breakrooms. If someone in your call center gets the coronavirus, it could spread quickly. Having your call center quarantined can result […].
Beyond Philosophy
MARCH 26, 2020
We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.
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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.
Steve DiGioia
MARCH 25, 2020
…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do. So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstan
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MARCH 27, 2020
As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven buying.
Beyond Philosophy
MARCH 21, 2020
A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding COVID-19. Our practical tips help you manage the stress and anxiety at your front lines to the best possible outcome.
Contact Center Pipeline
MARCH 25, 2020
The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. As I write this blog, I’ve had to go back and edit before I could even submit it to the blog site as the U.S. government’s Center for Disease Control (CDC) […].
Myra Golden Media
MARCH 24, 2020
My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.
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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.
Callminer
MARCH 23, 2020
Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.
ShepHyken
MARCH 24, 2020
Marketing and the Customer Experience. How to Craft Your Marketing and Experience for Today’s Customer. Shep Hyken interviews Mathew Sweezey. They discuss his new book, The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media , in addition to strategies for contextualizing marketing and how it affects the customer experience.
Contact Center Pipeline
MARCH 26, 2020
One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data that can be tied back to a person’s identity. Name, address, date of birth, and Social Security number are the data […].
ProProfs Blog
MARCH 27, 2020
Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? We’ve obviously come a long way from those times. No wonder customers today are more concerned about how their customer support experience might turn out with a brand. They know you have more platforms in place to help them reach your brand faster in times of need. “ More than 60% of modern consumers care less. about the price if they are getting the. best customer experi
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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.
Callminer
MARCH 26, 2020
Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.
ShepHyken
MARCH 27, 2020
This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. Did you know that customers who have a positive experience are 54 percent more likely to make another purchase and are five times more likely to recommend your brand to others ?
Myra Golden Media
MARCH 24, 2020
Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. .
Aspect
MARCH 26, 2020
Over the past few weeks, we have received multiple requests for “quick hit” help and assistance. The volume of requests is spiking on our end and we wanted to communicate a few areas that seem to be more common in an effort to share ideas and solutions. Even if some are only temporary fixes, they may help you TODAY and give you time to develop your longer-term strategy.
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!
Callminer
MARCH 25, 2020
Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being. As we carried out our plan we thought it might be useful to share with you some of what we’ve done, not so much to assure you that we’re firing on all cylinders, but to potentially provide you with ideas that might help i
ShepHyken
MARCH 23, 2020
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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.
ProProfs Blog
MARCH 26, 2020
If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. This article will help you understand why you need a Net Promoter Score (NPS) survey software to make the most of this metric. For this reason, you need to first learn about “Brand loyalty”. Brand loyalty is a modern day buzzword.
Aspect
MARCH 23, 2020
As technology leaders, we have been mulling over what the Aspect technical team can do to help us get through these challenging times. The medical and economic threats our world faces can’t be fixed with software, but perhaps some of the things we have learned, building tech over the years, can be of use. A few years ago, Aspect surveyed employees and asked us to rate, on a 5-point scale, our agreement with this statement: “I think what I do for Aspect is extremely important.
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Callminer
MARCH 23, 2020
Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.
ShepHyken
MARCH 23, 2020
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. An open letter on customer service during a pandemic by Paul Selby. (CustomerThink) It’s an understatement to say we are living in interesting times.
ProProfs Blog
MARCH 23, 2020
Every company has a customer support process in place, but what about its employees, clients, and stakeholders? Wondering what I’m talking about? Imagine this: . While working, one of your employees faces some technical issues with their system. . Who would they call? The HR department? Maybe. . The HR department will also call up a tech guy to fix your system.
TechSee
MARCH 23, 2020
Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. In the current climate, this model has emerged as a critical element of any call center business continuity plan and companies around the world seek to enable remote working as quickly and seamlessly as possible.
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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.
Callminer
MARCH 22, 2020
The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.
Aspect
MARCH 23, 2020
As a new week is on the horizon, it is important to briefly look back to see what has transpired as well as how we did. The words “ Never Saw That Coming” has taken on a new meaning! It is fair to say that many companies had IT business continuity plans for several disastrous “what-if” scenarios. Most revolved around the data centers not being able to operate.
ProProfs Blog
MARCH 27, 2020
It’s no secret that customer service is an essential aspect of every business. That said, many companies overlook their customer experience, and they don’t often consider it an ROI generating metric. There are many reasons to believe that customer service has a direct impact on the bottom line, especially as we move into a more “buyer-centric” economy.
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