Hodusoft
APRIL 10, 2020
The present epidemic situation of Coronavirus is the time of great patience and cooperation between humans of all nations and religions. During this time, humans should coordinate with the government of their respective states and help the country from getting out of the problem. Technology is also playing a major role in assisting humans in getting out of this problem.
ShepHyken
APRIL 10, 2020
This week we feature an article by Abinaya Ramakrishnan, a digital marketing specialist at FreshWorks. She discusses multiple steps businesses can take to further develop their customer engagement strategies. If you happen to have a product and you’re selling it, you tend to get some people attracted to it for its features and the usefulness of it. With that they want to buy it and eventually, you earn through it.
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Tethr
APRIL 9, 2020
Artificial Intelligence for CX must be of substance or it is doomed to fail. Let us explain. AI has virtually slipped in and integrated into our lives. That spam feature in your inbox that filters out dangerous and soliciting emails? Thank AI for that. Recommendation algorithms from Spotify or Pandora that suggest artists and songs based on your previous listening habits?
Beyond Philosophy
APRIL 9, 2020
Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.
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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 Pipeline
APRIL 9, 2020
As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone Would Invent.” This always included some outlandish ideas, but occasionally readers suggested simple ideas that solved real problems. Any of you who have watched “Shark Tank” probably also have been taken […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
APRIL 8, 2020
To uncover call monitoring best practices, we scoured the Internet for insights from leading contact center publications and industry experts. Find out more.
Beyond Philosophy
APRIL 4, 2020
Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for a grocery bag would tap into these feelings. Not so fast. New research reveals that Loss Aversion is not the reason for the grocery bag surcharge’s success.
Contact Center Pipeline
APRIL 7, 2020
To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent and the recommendations of the Center for Disease Control (CDC) continued to be refined and narrowed in terms of social distancing and number of people allowed in a single gathering, the […].
Myra Golden Media
APRIL 7, 2020
Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer.
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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
APRIL 7, 2020
Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.
ShepHyken
APRIL 7, 2020
Empowering Humans to Be Human. How AI Can Help Companies Deliver Amazing Customer Experiences. Shep Hyken interviews Vit Horky. They discuss his book, Customer Service in the Transhuman Age , and ways AI and other tech can support customer service agents. Top Takeaways: The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations.
Contact Center Pipeline
APRIL 8, 2020
Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to the Coronavirus. Those organizations that have not had success with a work-from-home model must rise to the challenge and learn from their failures, and learn from others that have a […].
Myra Golden Media
APRIL 8, 2020
Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.
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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.
Taylor Reach Group
APRIL 9, 2020
By Peg Ayers. Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. Your organization is doing its best with the resources it has. What else can you do? Plenty! Providing poor CX is incredibly expensive! A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as
ShepHyken
APRIL 6, 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. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. (Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.
TechSee
APRIL 7, 2020
As the impact of the COVID-19 pandemic intensifies in a growing list of countries, leading enterprises are seeking out solutions that enable them to protect key personnel and customers while maintaining service delivery. To address the unprecedented fallout of the coronavirus, business continuity planning increasingly involves a reliance on remote support technologies that allow employees to work from home and reduce the technician dispatches that could put essential workers at risk.
Satrix Solutions
APRIL 6, 2020
More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. While not the primary catalyst, these efforts also provide for reinforced employee retention and increased product appeal to current and even potential
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!
PeopleMetrics
APRIL 8, 2020
Today PeopleMetrics announced survey results of 1008 full-time employees across the United States on how their employer is handling the COVID-19 pandemic. PeopleMetrics' new study found that 55% of American workers are unhappy with their employer's response to the COVID-19 pandemic. S tudy highlights include: Less than half (45%) of employees are satisfied with their employer’s response to COVID-19.
ijgolding
APRIL 9, 2020
For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees.
CustomerServ
APRIL 9, 2020
The impact of the coronavirus pandemic (COVID-19) instantly brought to light the value of remote call center agents for business continuity, risk mitigation and staffing fluctuations.
ProProfs Blog
APRIL 10, 2020
The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you – Derek Sivers, Founder CD Baby. Marketers can tell how true these words are. They know customer happiness is everything for any business. But, one thing that is even more valuable is “ Customer Satisfaction ”.
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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.
Ian Jacobs
APRIL 9, 2020
After it received more than a dozen complaints, the Larimer County Department of Public Health and Environment ordered a contact center in Fort Collins, Colorado to send its employees home last week. The agency said that the contact center did not meet the definition of an essential business as set out in county and state […].
Fonolo
APRIL 6, 2020
At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. — it’s becoming more and more important for companies to engage with their customers. Whether it’s on social media, chatbot or other AI technology features, it’s important to know what your customers want and use tools that will help you increase your ROI.
Concentrix
APRIL 10, 2020
Recognizing leading women in innovation, leadership and corporate strategy in the technology industry Consulting Magazine today announced the winners of its inaugural Women Leaders in Technology Award. This prestigious honor recognizes women across the globe who make impactful contributions to their organizations each day through leadership, service, and innovation.
SharpenCX
APRIL 7, 2020
We’ve all seen the dystopian movies or books with the same doomsday conclusion: Robots will soon rule the world. The tech we humans create outsmart us to take our jobs and conquer our government. That’s a bit of a stretch. Maybe when you think of the workplace of the future, you envision futuristic-style holograms having a meeting. Or robots cooking lunch for everyone in the office.
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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.
Totango
APRIL 8, 2020
You can’t stop thinking about the future—that’s where the real value lies. The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. The prevalence of short-term subscription solutions with little initial customer investment make it easy for customers to leave arrangements that don’t meet their highly personalized expectations.
pindrop
APRIL 9, 2020
Multifactor Authentication has many advantages; however, effectively getting consumers enrolled in authentication activities is mission-critical for contact center security professionals. The optimization of enrollment processes contributes to optimal authentication abilities and cost savings. The optimization of these processes leans heavily on passive approaches as it removes barriers and overcomes objections of consumers; enrollment optimization ultimately results in time savings for customer
Customer Experience Matters
APRIL 8, 2020
The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.
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