GetFeedback

AUGUST 3, 2020

How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line.

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148

TechSee

AUGUST 6, 2020

As a sophisticated IT department, you’ve done everything right. When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.

Customer Support 109

Customer Support Customer effort Interactive Voice Response Technology 109

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Although it’s almost impossible to completely control what people think about your organization, improving customer perception of your brand is entirely possible.

Advertising 120

Advertising Call Center Airlines Metrics 120

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills? It’s easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people?

Customer Service 415

Customer Service Customer Experience Management 415

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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

Callminer

AUGUST 3, 2020

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

Customer Service 336

Customer Service 336

Steve DiGioia

AUGUST 6, 2020

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case. The employees who do the job each day usually have a better understanding of what works and how to perform the task than the boss who sits in the office thinking up policies and procedures.

Benchmark 241

Benchmark Management 241

ShepHyken

AUGUST 4, 2020

Closing the Empathy Gap in CX. How to Balance Technology with the Human-to-Human Customer Connection. Shep Hyken interviews Andy MacMillan , CEO of UserTesting. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology. Top Takeaways: Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensure that their customers are having a good experience with their produc

Customer centricity 61

Customer centricity SaaS Technology Enterprise 61

Callminer

AUGUST 3, 2020

Learn more about the meaning of the term ‘eDiscovery’ as well as the current legal and procedural landscape that surrounds it.

182

182

Contact Center Pipeline

AUGUST 6, 2020

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or expand automated solutions will effect agent training and development in the new work environment, as well as which AI-powered support tools can add the most value for employees and customers during […].

Contact Center 173

Contact Center Chatbots Call Center Technology 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

Steve DiGioia

AUGUST 3, 2020

Snow. As far and wide as your eye can see. Thanks to the wind, in some places, it’s as high as your hip. Small patches of dry brown grass peek out from the high ridges and icicles hang from places I’ve never noticed. Then I see it. Meat. I had a conversation with someone the other day about the “ most memorable situations ” we’ve had during our career and quickly, one stood out.

Management 211

Management 211

ShepHyken

AUGUST 7, 2020

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. And good customer service is defined as taking that extra step for the customers without being asked.

Customer Service 259

Customer Service Feedback Personalization Surveys 259

The Northridge Group

AUGUST 6, 2020

Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are quite different. While sympathy is feeling “for” a person, empathy is feeling “with” a person. This can make all the difference when trying to connect with a customer, especially during a global health crisis or any other difficult situation.

Customer Experience 166

Customer Experience Coaching Call Center Government 166

Contact Center Pipeline

AUGUST 5, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales and customer experience results. Area of Expertise: Training contact center agents to deliver great customer service and upsell effectively for improved customer retention and higher revenue.

Upselling 32

Upselling Contact Center Customer retention Sales 32

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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

GetFeedback

AUGUST 5, 2020

We’re excited to announce a brand new user interface (UI) thoughtfully designed with our customers in mind.

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ShepHyken

AUGUST 3, 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. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. (Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

Customer Service 240

Customer Service Marketing Personalization Customer Experience 240

UJET

AUGUST 5, 2020

After over 10 years in the software startup scene and a great start at UJET in its San Francisco headquarters for a year and a half, I had the opportunity to move to Europe. Now after being in Munich for almost two years, I’ve had time to reflect on the benefits, drawbacks, and lessons learned about working remotely while living abroad. While I could go on and on about personal growth, many of the same lessons and insights I’ve gained personally have also benefited me professionally.

Personalization 133

Personalization Marketing Accountability Management 133

Contact Center Pipeline

AUGUST 4, 2020

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […].

Contact Center 147

Contact Center Management Call Center 147

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

Peter Lavers

AUGUST 7, 2020

Our friend and colleague Dr Mark Hollyoake completed his doctorate in 2020 on the hot topic of trust within B2B relationships, and interviewed Peter Lavers as part of a series of tea break chats. The discussion covered the situation mid-pandemic and also what’s going to be important for business recovery and business reengineering. Please click here to watch their chat.

B2B 130

B2B Customer centricity CRM Customer Experience 130

Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . So what does that mean for your call center operations? In short, traveling customers will have even more *cough* baggage *cough* to handle than before. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Nexmo

AUGUST 4, 2020

The Vonage Voice API WebSockets feature recently left Beta status and became generally available. WebSockets allows you to create two-way communication over a single persistent TCP connection. You do not need to handle multiple HTTP requests and responses with WebSockets. A single WebSocket connection can enable text and binary data communication continuously, with only a single connection opened.

APIs 125

APIs Accountability 125

Calabrio

AUGUST 4, 2020

Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand.

Management 119

Management 119

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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.

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. Award Winner Second Year in a Row. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact c

Contact Center 119

Contact Center Technology contact center solutions Virtual Agent 119

HelpCrunch

AUGUST 6, 2020

Delivering great customer service should be the focus of any business that wants to be in the limelight. Unfortunately, it’s not always the case. You can still meet those brands that don’t invest in their [ … ]. The post 9 Customer Service Horror Stories That will Make Your Blood Turn to Ice appeared first on HelpCrunch blog.

Customer Service 118

Customer Service 118

pindrop

AUGUST 3, 2020

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. Fraudsters often use Interactive Voice Response (IVR) systems to mine information, which they subsequently leverage to commit fraud at various other touchpoints downstream.

Interactive Voice Response 117

Interactive Voice Response Contact Center Banking Call flow 117

Talkdesk

AUGUST 3, 2020

By now, your entire workforce should be either working remotely or navigating a hybrid solution between working from home (WFH) and safely going to the office. In addition, your contact center might have witnessed some shifts in the composition of its staff. While some organizations have unfortunately experienced a downfall in business due to the coronavirus (COVID-19), others saw the need to hire more personnel to meet rising expectations and demands from customers.

Contact Center 117

Contact Center Personalization 117

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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

Cyara

AUGUST 4, 2020

As an Engineering Manager with responsibilities of development, testing, and execution of contact center applications, I can tell you that my organization has long been seeking ways to add efficiency, enhance performance, and reduce effort. Essentially, we have been exploring processes and products to help us become more agile, synchronized, and efficient in how we go about delivering high quality customer experience.

Contact Center 23

Contact Center Engineering Customer Experience Management 23

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Published on: August 05, 2020. Author: Anne-Merete Jensen - Senior Business Consultant It’s essential that businesses are ready for changing customer needs as we inch our way out of pandemic lockdowns and move closer to Peak.

Customer Service 112

Customer Service Self service Best practices Consulting 112

pindrop

AUGUST 3, 2020

On a quiet Friday afternoon a family member of mine, who will remain anonymous for my own protection, received an email from a man from Australia claiming to be a long lost brother. Since her father had recently passed away, a new familial connection can seem like a very pleasant prospect. The moment I heard this, my disbelief began immediately. In my line of work, unexpected good news from the internet usually means fraud is about to happen.

Personalization 113

Personalization 113