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 408

Customer Service Customer Experience Management 408

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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. 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? We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them.

Journey mapping 307

Journey mapping Consulting Consulting Marketing 307

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 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 323

Customer Service Feedback Personalization Surveys 323

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

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.

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182

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

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 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 235

Customer Service Marketing Personalization Customer Experience 235

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

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

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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.

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

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 Management Accountability 133

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

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

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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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 124

Contact Center Technology contact center solutions Virtual Agent 124

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

TELUS International

AUGUST 4, 2020

When it comes to finding the right QA and testing solution for your business, one size certainly doesn’t fit all. Answering these key questions can help determine which solution is right for you.

Technology 109

Technology 109

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

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

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

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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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Totango

AUGUST 5, 2020

Customer engagement, while always a vital piece of the puzzle of success, has never been more important than it has become since the pandemic. The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . This alone should be reason enough to take a second look at your digital engagement efforts.

Enterprise 107

Enterprise Customer centricity Telecommunications Technology 107

Hero Digital

AUGUST 5, 2020

What was once expected to be a multi-year process has now taken place in months or even weeks. And now that customers have made the transition, many say they may never visit a bank branch again. If we project this trend forward into the future, banks will need to find new ways to remain relevant to their customers, even as customers come to believe they need banks less.

Banking 111

Banking 111

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