ForeSee
JULY 15, 2020
The retail industry, already undergoing massive transformation, now finds itself shifting into overdrive to differentiate based on customer experience (CX). As COVID-19 hastens digital’s ascent as the go-to channel, retailers.
Upstream Works
JULY 16, 2020
This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. See Part 1 and Part 2. As the pandemic wears on, contact centers face challenges on two different but highly related fronts. The need to provide great CX hasn’t changed, but the environment has changed for both agents and customers. The CX environment has shifted and, in many cases, has been re-invented as a touchless experience.
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Beyond Philosophy
JULY 16, 2020
I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.
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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.
Satrix Solutions
JULY 14, 2020
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”. This statement is widely accepted nowadays. There are any number of research firms, professional associations, software companies, and investors advising company executives to keep their finger on the pulse of customer sentiment. Without line of sight into the evolving needs of your customers, it’s impossible to maintain a competitive edge.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
JULY 14, 2020
Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down. A tier one agent gathers the requisite information: model number and nature of the problem. Basic troubleshooting scripts are followed: power off, reboot, check error messages.
GetFeedback
JULY 15, 2020
A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today.
ConvergeOne
JULY 16, 2020
The remote workforce is now more prominent than ever, and companies are looking for the best long-term or even permanent solutions for a work-from-home model that meets the needs of the business. With video conferencing becoming more widely used by businesses, the ability to prioritize voice and video over the home internet connection can really add stability and improved experience to video and voice calls.
Beyond Philosophy
JULY 11, 2020
The 5 Rules for Making and Managing Customer Memories. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience.
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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.
ShepHyken
JULY 14, 2020
Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. Top Takeaways: Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly.
Contact Center Pipeline
JULY 15, 2020
The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care and the economy. In just a matter of weeks, lifestyles were dramatically altered, businesses shuttered and global markets tanked. Contact centers abandoned carefully structured strategies and processes in the scramble to […].
CCNG
JULY 12, 2020
CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period. These articles and resources offer specific starting points we hope you’ll find helpful. We will continue to update this contact-center-centric resource as new information becomes available.
Steve DiGioia
JULY 16, 2020
Not the kind that gets you the corner office, a big expense account, or stock options; I’m talking about the kind you use to advertise and spread the word about your business. How dedicated are you to promoting your business to the throngs of potential customers not yet aware of your product or service? It’s a never-ending process. Promoting your business, and the print, internet and radio advertising used, will build a foundation for your future success. “Advertising is the ar
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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.
Myra Golden Media
JULY 16, 2020
Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more. Read course outlines or talk to me about a digital workshop for your company.
Contact Center Pipeline
JULY 14, 2020
COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold for hours, and the very premise of crowded call centers has come to seem hopelessly outdated given the need for social distancing. In reality, the collapse of phone-based support is neither […].
CCNG
JULY 12, 2020
The contact center industry has never experienced anything like the COVID-19 pandemic. The rapid shift to move agents and supervisors to their homes has demonstrated that a work-at-home (WAH) model is possible for business continuity purposes. However, we are now faced with new questions: Are you trying to decide if you should keep contact center agents at home after the COVID-19 global pandemic?
ShepHyken
JULY 13, 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. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. (CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.
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!
Call Design
JULY 14, 2020
With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day. There need to be strict safety guidelines in place for businesses that are bringing their workforce back into the office.
Contact Center Pipeline
JULY 16, 2020
If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something about music in just about every one of them. That’s because I like music. Barely a day goes by that I’m not doing something with music in one way or another; […].
CCNG
JULY 11, 2020
In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Expectations are moving targets and operations are in flux. However, for many contact centers it’s now time to focus on the new path forward. Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success.
SharpenCX
JULY 14, 2020
When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. See, I was the last person on the shift. We were closing in 15 minutes and there was only one person left on my list to call. Sure, the news I had to deliver wasn’t what he was wanting to hear.
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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.
Eptica
JULY 15, 2020
Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 1. Published on: July 15, 2020. Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Titled Would You Do That To Your Mother? it highlights that you need to understand customers personally to elevate the ir experience.
Contact Center Pipeline
JULY 17, 2020
The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and elevates everyone involved to a new level.” Speaking with Ian Stokol, CCXP, Senior CX Manager in the Strategic Marketing and Communications Team at Monash University, gave me a very clear picture […].
Aspect
JULY 15, 2020
Over the last several months, w e have e xperienced one of the most unusual times in modern human history, and we seem to be coming out the other side. But there is still much uncertainty about the future. . Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread.
Ansafone
JULY 13, 2020
When your work environment changes, it can also affect your mindset and personal well-being especially working from home. We are well into the largest ‘work from home’ experiment that has ever been done. With most companies now having at least part of their workforce working remotely, we have learned a lot about how it affects … How To Keep a Positive Mindset While Working From Home Read More ».
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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.
SharpenCX
JULY 15, 2020
I’ve had glasses since I was nine years old. Let me tell ya, finding the right pair of glasses is a struggle. Through my middle school years, I went from blue wire frames to green plastic to thick tortoiseshell. On and on they came and went as I tried to adapt my glasses to my current style. I resorted to wearing my contact lenses to give my wallet a breather.
TELUS International
JULY 13, 2020
As AI plays an increasingly larger role in customer service, it has the potential to bake in underlying human biases. Discover key strategies for controlling machine bias in your AI-enabled tools.
Talkdesk
JULY 14, 2020
Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan. In our first three pieces, we discussed the massive quantum shift brought on by the COVID-19 pandemic, and how CX leaders can adapt their contact center strategies to continue delivering excellent experiences while weathering the pandemic. In this piece we’ll discuss how CX leaders can Reform these strategies, and modify them to address a post-pandemic world.
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