Edify

DECEMBER 29, 2020

Well, that was a doozy of a year. Everything we planned was turned backwards, sideways and every which way by early March 2020 when COVID-19 came barreling down the pike and hit us smack in the face. But here we are again.at the end of a calendar year packing our days with strategic planning sessions to create a map for the future. As we do our best to prepare for a new year -- and although we now know our plans can be twisted and turned around in a moment's notice -- we think it's important to

Contact Center 67

Contact Center Customer Experience Technology 67

Contact Center Pipeline

DECEMBER 29, 2020

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the best of times, yes, but also in the worst of times. And right now—just a few months into a deeply disrupted […].

Employee engagement 189

Employee engagement Contact Center Call Center 189

Talkdesk

DECEMBER 30, 2020

What I learned while leading a CX company during a global pandemic and what will happen next. As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner.

Contact Center 83

Contact Center contact center solutions Cloud contact Enterprise 83

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner.

Customer Service 395

Customer Service Customer Support Education Personalization 395

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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.

Contact Center

CX Global Media

DECEMBER 28, 2020

Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated. The post 23 Best virtual team building activities for contact centers appeared first on CX Global Media.

Contact Center 279

Contact Center Employee engagement 279

Beyond Philosophy

DECEMBER 26, 2020

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we are all practically giddy at the prospect of sending this year off to the annals of history.

Consulting 259

Consulting Consulting Surveys Customer Experience 259

ShepHyken

DECEMBER 30, 2020

As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. Put another way, when I’m asked if the glass is half empty or half full, my response is, “Yes.

Finance 382

Finance Customer Service Personalization Management 382

TechSee

DECEMBER 28, 2020

“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” While most IVR systems don’t sound like this yet, the possibility is not that far off. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional re

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Contact Center Pipeline

DECEMBER 30, 2020

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that was written by Joni Mitchell in 1967 and first recorded by Judy Collins in 1968. Judy’s version of the song reached number eight on the U.S. pop singles chart that same […].

Technology 173

Technology Contact Center Call Center Management 173

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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.

Analytics

Beyond Philosophy

DECEMBER 28, 2020

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

ShepHyken

DECEMBER 28, 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. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.

Customer Service 366

Customer Service B2B Customer Experience Marketing 366

CX Global Media

DECEMBER 30, 2020

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? What needs to be reinforced, amplified, or simply stricken from your mind forever? Just thinking about it makes me lose focus. When the confusion […]. The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media.

Customer Experience 156

Customer Experience Surveys Contact Center 156

ProProfs Blog

DECEMBER 27, 2020

What would you prefer – being greeted like an honored guest while entering a store or just another visitor that needs to be convinced to make a purchase? Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. Understand that not all your buyers journey end up converting into customers.

Journey mapping 148

Journey mapping Education B2B Sales 148

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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

Sampson Lee

DECEMBER 29, 2020

In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. 2. A misconception that “business success doesn’t mean CX success.” 3. Unequal treatment of customers’ choices. CX industry should be renamed Customers always describe a […].

Customer Experience 141

Customer Experience 141

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.

Customer centricity 198

Customer centricity Employee engagement Coaching Consulting 198

CX Global Media

DECEMBER 29, 2020

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

Engineering 156

Engineering Customer Experience 156

ProProfs Blog

DECEMBER 28, 2020

“Your people keep directing me from one person to another.”. “I bought your product but it doesn’t deliver what it promised.”. “I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future.

First call resolution 141

First call resolution Customer Support Feedback Personalization 141

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!

Customer Experience

TELUS International

DECEMBER 28, 2020

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

Customer Experience 123

Customer Experience Best practices 123

Toister Performance Solutions

DECEMBER 31, 2020

My wife, Sally, and I have a fun New Year’s tradition. Throughout the year, whenever something really good or noteworthy happens, we write it down on a piece of paper and stick it in our Jar of Awesome. Yes, there’s an actual jar. Then, on New Year’s Day, we open the jar and read the notes. It’s a fun way to remember all the good things that happened during the past year.

104

104

VirtualPBX

DECEMBER 29, 2020

It has been a big year at VirtualPBX, and we’d like to share our 2020 Year in Review with you. See how we’re listening to customers and setting VoIP trends that will push the communications industry forward. Our release of major phone plan features like Video Conferencing and Business SMS have been a long time coming. All our departments have worked hard in 2020 to help business make the most out of their evolving work situations — including the common switch to remote work.

voip 105

voip Enterprise Wait times 105

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Hosts Diane Dye Hansen and Christine Salvo interviewed Irit Eizips and talked about engaging internal and external stakeholders with kindness, support, and community. .

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

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ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. (Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion. Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when descri

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Strikedeck

DECEMBER 29, 2020

Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.

Feedback 98

Feedback Customer Experience Customer advocacy SaaS 98

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. Wish we could say 2020 has been an exciting year filled with innovations, incredible travels, and brand-new experiences. But this year was different. The way we live and work has definitely changed, and we needed to settle into a “new normal”.

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

ProProfs Blog

DECEMBER 28, 2020

Did you know that 42% of consumers say that they prefer live chat functions because they don’t have to wait on hold? It’s not a surprise anymore that live chat has been established as the upcoming customer support tool in the market. It’s even becoming a popular sales tool among both B2C ( 74% ) and B2B (85%) business owners. However, the use of live chat software is not restricted in its sales and support roles anymore.

Chatbots 78

Chatbots Upselling Sales Feedback 78

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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.

Customer Experience

LiveVox

DECEMBER 29, 2020

As 2020 comes to a close the world collectively turns inward and considers what shaped the past year. The past molds the future and reflection affords us the opportunity to act the potter. 2020 has been a year with massive amounts of upheaval and change to the way society functions. The story is no different […]. The post 16 Contact Center Resolutions for the New Year appeared first on Livevox.

Contact Center 89

Contact Center Best practices 89

ClientSuccess

DECEMBER 28, 2020

Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. From onboarding new customers to managing implementations and renewals to spearheading expansion conversations, customer relationship managers (CSMs) are the true multi-faceted superheroes of SaaS.

SaaS 88

SaaS Finance Customer centricity Metrics 88

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr

Best practices 81

Best practices Upselling Analytics Technology 81