Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. During a crisis, that support and guidance should rely on a clear understanding of your customer and engagement based on facts, not guesswork. Tips on Communications During a Crisis. Segmentation and Support. Deliver Value. Deliver Value.

Customer Retention 126

Customer Retention Customer Experience 126

Taylor Reach Group

JUNE 9, 2020

COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. This will enable you to begin to navigate your contact centers toward automated solutions provided by your current platform provider more seamlessly. by JD Fairweather.

Contact Center 129

Contact Center Machine Learning Government Technology 129

Fonolo

DECEMBER 15, 2020

Contact centers need to be more resilient before the next crisis. Bad companies are destroyed by crisis. This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. AMIT UNADKAT , MANAGER AT LOGIC 2020. More Flexible and Efficient Workforce Management.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Sprinklr

SEPTEMBER 16, 2021

This helps ensure that you’ll stay ahead of any potential crisis that could harm your business. Although PR departments aren’t able to mitigate every potential crisis, the ability to detect and intervene quickly can make the difference between a blip and a disaster. Crisis monitoring and management. Ongoing monitoring.

Social Listening 87

Social Listening Social Media CXM AI 87

Fonolo

FEBRUARY 20, 2019

Think a crisis will never happen to your brand? From Hawaii’s fake missile crisis to the death of a French bulldog aboard a United Airlines flight, many organizations have recently found themselves on the defensive, doing their best to mute negative conversations surrounding their brands. Think again. Incorporate Social Listening.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Intercom, Inc.

DECEMBER 21, 2020

The art of marketing in a crisis. A must-read for marketers dealing with change or crisis. Evelyn Clinton, Senior Content Marketing Manager. Graham Ó Maonaigh, Senior Growth Marketing Manager. Sarah Cunningham, Senior Managing Editor. John Collins, Director of Content. Proactive is the way of the future.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

CallCare

JANUARY 31, 2024

Recognising the impact of call handling and administrative burdens on staff whilst exploring outsourced solutions, will contribute to building a more resilient and sustainable system. ANALYSIS OF THE NHS STAFFING CRISIS. Have you found this interesting? Click the link here for more information. 2 Strike calendar, (2024).

Healthcare 59

Healthcare 59

Logicalware

DECEMBER 13, 2022

In 2022, as a company, we: Launched a suite of new solutions and features to help businesses meet demand for smarter, more personalised and empathetic customer experiences. These included Puzzel Dashboard, Smart Chatbot, Performance Management, and more! Another year for the history books.

Touchpoint 97

Touchpoint Technology Technology Innovation 97

Zendesk

DECEMBER 15, 2022

has put programs in place to help Afghan refugees begin the journey to resettlement and permanent residence, the programs rely on an application and verification process, which require more than spreadsheet oversight to manage. And while the U.S. Zendesk supports the verification process.

Government 98

Government 98

Fonolo

OCTOBER 19, 2023

Contact center managers know that SLAs are essential for defining and measuring success for their businesses. This is good call management and call routing – so far, so good – but those customers are going to take more time than things like account balance inquiries and PIN resets. Those are good questions!

Contact Center 81

Contact Center Social Media Construction AI 81

Fonolo

APRIL 9, 2020

If there’s one thing you’re going to need during a crisis, it’s more hands-on-deck. Your customer’s experience with you during this crisis is important; don’t ruin the relationship in the future by abandoning your customer service now. custserv #customerservice Click To Tweet. Extend your working hours.

Contact Center 81

Contact Center Manufacturing Retail Customer Service 81

Execs In The Know

APRIL 23, 2021

The onset of coronavirus required us all to become crisis management experts overnight. The pandemic crisis forever changed the way we live and work. During the past year, as employees managed work and home tasks simultaneously, their priorities may have shifted. How do you keep motivation high?

Innovation 93

Innovation CX VOC Outlook 93

Logicalware

JANUARY 18, 2022

Here’s how a Digital Engagement solution can help you fill the gaps. In contact centres, managers say they’re struggling to fill seats due to agents either being off sick with Covid or having to isolate, making it difficult to maintain service levels. But they’re also an effective channel management tool.

Sales 98

Sales Customer Service Customer Experience Omnichannel 98

Fonolo

NOVEMBER 5, 2020

Suppose your business doesn’t have call-back technology or alternative channels to manage customer inquiries. However, having extra bodies on hand is expensive, so we recommend exploring tech solutions to address the demand! Have a crisis plan ready. And if the pandemic has taught us anything this year, it pays to be prepared.

Contact Center 132

Contact Center Social Media Omnichannel Start-ups 132

ClientSuccess

APRIL 1, 2020

For those of us keeping up with the recent news cycle, the questions surrounding COVID-19 and the impact this crisis will have on the economy keep coming. Outside of the obvious questions surrounding the health risks of your friends and family, there are new reports coming out daily on how industries are coping with this unprecedented crisis.

Hospitality 52

Hospitality Hospitality Sales Technology 52

Taylor Reach Group

AUGUST 20, 2020

We overcame technology issues, and managed productivity. As many centres were focused on clearing a backlog of inquiries, repeat calls, delivery delays or spikes in inquiries for a number of reasons those without the use of advanced technology solutions to offload simpler inquiries, fared even worse.

Technology 120

Technology Technology Contact Center Customer Service 120

Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. It can mitigate the effects of a crisis on your employees’ productivity and (even more importantly) their health. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis.

Start-ups 62

Start-ups Customer Retention 62

Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. The Contact Center Guide to Managing Spikes in Call Volume.

Contact Center 128

Contact Center Omnichannel AI Technology 128

Hodusoft

JANUARY 3, 2024

In this blog post, we discuss CCaaS in detail starting from what CCaaS is, its top benefits, its key features, and how you can handpick the right CCaaS solution for your business needs. Benefits of CCaaS Since its advent, CCaaS solutions have transformed the contact center sector and customer-facing businesses hugely. billion by 2030.

Contact Center 59

Contact Center Omnichannel Start-ups CRM 59

Fonolo

JANUARY 26, 2021

The circuitry was based on the same tech as air traffic control systems but converted to manage customer flow. The Ultimate Guide to Managing Customer Perceptions. Virtual Hold Technology Creates First Virtual Queuing Solution. But as technology improved, call center managers began to look for a solution to reduce hold time.

Technology 108

Technology Technology Legal Start-ups 108

CallCare

MARCH 31, 2023

Regardless of size, all businesses should have an incident management process in place. In this handy guide, we explain exactly what incident management is. We then provide a step-by-step explanation of how a typical incident management process works in action. What is incident management?

Compliance 52

Compliance Business Operations Customer Service Business Services 52

Execs In The Know

APRIL 29, 2022

Most consumers report that they are expecting the global health crisis to kickstart business improvements and innovation and accelerate digitization, while overall they are looking for a cohesive, safe, and customized experience. The COVID-19 pandemic has changed the way customers think – and what they want.

CX 98

CX Actionable Insights Touchpoint Technology 98

Fonolo

OCTOBER 7, 2021

The Contact Center Guide to Managing Spikes in Call Volume. How to Prepare Your Call Center for a Crisis: Black Friday and. Customers want solutions immediately, even when they’re not shopping in-store. Although technology limits pose challenges for management teams, the impact is even greater for customer-facing agents.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Sprinklr

OCTOBER 7, 2021

Crisis management. You can be more efficient by monitoring, measuring, and marketing in a single, unified customer experience management (Unified-CXM) platform. Sprinklr Modern Research Lite is a free to try, lightweight, and self-service version of our Modern Research enterprise solution. Sprinklr Modern Research Lite.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Bill Quiseng

MARCH 1, 2021

In it, he provides invaluable wisdom and lessons from senior business executives on how to lead through and beyond COVID-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. Create value: Craft solutions to address your consumers’ needs.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Fonolo

OCTOBER 20, 2020

The crisis accelerated this trend, as Senior Analyst of Ryan Advisory, Peter Ryan, told us, My view is that the home-working model has been latently gaining steam over the past few years, but the pandemic has thrust it into the limelight. Contact centers look very different today than they did at the beginning of the year.

Contact Center 126

Contact Center CX Education Start-ups 126

Fonolo

APRIL 20, 2021

Call overflow handling’ refers to any solution that helps call centers manage the excess calls related to spikes in call volume. This includes helpful third-party services that assist in managing an overflow of calls on the phone line. Magellan Solutions. ROI Solutions. Call overflow services aren’t for everyone.

Legal 148

Legal Finance Healthcare Customer Service 148

Sprinklr

SEPTEMBER 9, 2021

Public relations: Mitigate risks to your brand by detecting a crisis as it’s happening and intervening appropriately with data-driven insights. Customer care: Respond to customer pain points with an accurate and timely response and escalate any crisis to internal teams. Learn how Modern Research Lite can make your customers happier.

Social Listening 110

Social Listening AI Social Media CXM 110

Beyond Philosophy

JULY 2, 2020

We like to tell them one of my favorite old sayings: Never let a good crisis go to waste. I suspect Delta is looking for creative solutions in light of this prediction. Train employees in managing emotional experiences. How are you equipping your customer-facing teams with skills to manage customers’ emotional experiences?

Customer Experience 195

Customer Experience Non-Profits CX 195

Sprinklr

OCTOBER 14, 2021

The right CX solution helps you generate social listening reports for a comprehensive view of customer data. All too often, unstructured customer data is pulled from a variety of different point solutions across complex business environments. Modern Research Lite is your first step toward a comprehensive enterprise CX solution.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

CallCare

AUGUST 11, 2023

From the Great Depression of the 1930s to the financial crisis of 2008, global recessions have been fairly common over the last century. In this guide, we delve into the intricate relationship between customer service and recession management. Finally, we explore the benefits of increased outsourcing during a recession.

Customer Service 52

Customer Service Non-Profits Invoicing Innovation 52

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. While many sectors struggle to stay afloat, those that rely on recurring revenue are showing resilience in getting through the crisis.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Zendesk

NOVEMBER 10, 2022

I had a confidence crisis about what I wanted to do with my job and my life. You’ve advanced to a senior software engineer role where you’re managing a team. It seems simple, but if you make this your process, the solutions become obvious and there is less friction because you know each other’s priorities and what the value is.

Customer Service 95

Customer Service Engineering Start-ups 95

Zendesk

MAY 14, 2021

This is something that’s going to stick with us ,” said Frances Brittingham, a customer experience manager at Calm , a meditation app. This put a lot of additional pressure on team members that we might not have encountered in the previous year,” said Product Manager Lesley Heizman. &nbsp. &nbsp.

Start-ups 98

Start-ups AI Customer Experience Management Customer Experience 98

ClearAction

JULY 20, 2023

Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed. We turn to tech for many reasons — and we expect a LOT from tech.

Technology 62

Technology Technology Outlook B2B 62

Uplifting Service

MARCH 17, 2020

If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. However, you can use it equally effectively during this crisis, as a guide for responding to the culture changing around you. People are working in a time of tremendous uncertainty and stress. Declare service a top priority.

Social Media 83

Social Media Government Innovation Gaming 83

Fonolo

SEPTEMBER 29, 2020

It’s unnecessary, expensive, and creates friction for both the customer and the business (especially you, contact center managers!). A visual IVR offering will help you better manage call volume and reduce one area of friction that’s particularly prevalent in the youngest generation, Gen-Z. Get a copywriter.

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141