Fonolo

NOVEMBER 4, 2021

Over its first year, COVID-19 lockdowns and high case counts forced many offices to close. Call centers are more vital now than ever, as customers have more questions and require more customer care. Top challenges call centers faced during COVID-19. Higher customer expectations. DID YOU KNOW?

Technology 87

Technology Technology Contact Center Artificial Intelligence 87

Intercom, Inc.

MAY 7, 2020

In New York City, award-winning independent restaurants are struggling to find a path forward , others are scrambling to offer takeout options to hungry customers. Tyler Davis , CEO of LaunchNotes.io , on launching a new product during lockdown. O ff the clock – how are folks socializing and what tools are helping them?

Sales 210

Sales Retail Government CRM 210

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. COVID-19 wasn’t “somebody else’s” problem. At their own risk, many agents worked long hours to ensure worried customers could reach someone. We had to listen to that.

Contact Center 159

Contact Center NPS CX Customer Service 159

Hodusoft

MAY 10, 2024

That’s because the COVID-19 pandemic made virtual call centers and contact centers a necessity rather than a convenience. The COVID-19 pandemic propelled virtual call centers and contact centers from being supplemental solutions to essential infrastructure.

Contact Center 52

Contact Center Social Media Compliance Artificial Intelligence 52

Fonolo

OCTOBER 22, 2020

With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. . A Complete Guide to Customer Perception. Unsurprisingly, COVID-19 has made online shopping more popular than ever. But it’s not over yet. Morning Consult.

Retail 133

Retail E-commerce Social Media Finance 133

Intercom, Inc.

AUGUST 3, 2020

At Intercom, we’ve been truly inspired by our customers during these trying times and how they’re helping people in need. One of their programs, GetCalFresh.org , has been particularly impactful during the current crisis. One shining example is Code for America. Here’s their story. Helping to put food on the table.

Government 211

Government Non-Profits 211

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. Proven Strategies That Will Plug the Leaky Bucket of Customer Revenue. Industries across verticals are losing customers at an alarming rate even today.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Intercom, Inc.

JUNE 22, 2021

The COVID-19 pandemic has upended entire industries, forcing rapid change in the ways companies do business and dramatically accelerating the adoption of new technologies. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”.

Technology 233

Technology Technology Sales Customer Expectations 233

Intercom, Inc.

MARCH 25, 2020

It’s a challenging time right now, and you might be seeing more customer conversations as a result. We’re also republishing this Help Center article to further help you reduce your Support team’s load so they can provide your customers with the personal support they need. Custom Bots. Resolution Bot.

Start-ups 160

Start-ups 160

Zendesk

APRIL 2, 2021

That’s one reason why the Zendesk Customer Experience Trends Report 2021 segmented survey respondents by generation. We found that although both groups are similar in many ways, Millennials and Gen Zers have some different attitudes toward customer service experiences, brand loyalty, and support channels. Here’s how.

Customer Service 98

Customer Service Start-ups Artificial Intelligence Omnichannel 98

Beyond Philosophy

MARCH 31, 2020

Now, a decade later, the COVID-19 pandemic has taken the world by surprise. As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. But there are other, not-travel related customer experience shambles too! The world and the market had changed!

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. Sure, COVID-19 may have sealed the deal for them, but it’s a rare case where the signs of trouble were not there before the pandemic hit.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

Uniphore

DECEMBER 7, 2021

Customers may still flock to big online retailers and avoid brick-and-mortar establishments. COVID-19 has forced? customer service to adapt. with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.? However, obstacles still loom.

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Fonolo

OCTOBER 28, 2021

To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. Agents can’t predict every customer issue or behavior, so they must be flexible and resourceful, even with a live customer on the line. Assertiveness.

Contact Center 157

Contact Center Education Start-ups Customer Service 157

DMG Consulting

MARCH 18, 2020

Managing Contact Centers Through the COVID-19 Pandemic. This is DMG’s second column on the COVID-19 pandemic. A great deal of the concern is due to the lack of knowledge about it, vaccine to prevent it and medicine to cure it or lessen its impact. The first one is available here.

Contact Center 100

Contact Center Legal Government Text Analytics 100

Intercom, Inc.

APRIL 8, 2020

Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. Of course, the vast majority of businesses didn’t have plans to deal with a global pandemic and we certainly didn’t have any simple runbook to follow here. New situation, new processes?

Engineering 223

Engineering Start-ups 223

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 133

Customer Experience Age of the Customer Construction Social Media 133

Intercom, Inc.

NOVEMBER 26, 2020

With many stores still shut or working at reduced capacity to meet COVID-19 restrictions, retailers – and consumers – have had to move online to cater to the new shopping habits that have formed over the past nine months. Listen below, and read on for our companion post. In 2019, that translated to $729.1 Value judgments.

Retail 118

Retail Non-Profits Sales Technology 118

Fonolo

MAY 19, 2020

The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. and Canadian cities to their homes in response to COVID-19. and Canadian cities to their homes in response to COVID-19. Capital One Financial Corp.

Real Estate 91

Real Estate Contact Center Technology Technology 91

Steven Van Belleghem

DECEMBER 9, 2020

They kept to their core philosophy of healthy food, yet were able to transform themselves – in just two weeks’ time – into a service that was relevant for these COVID-19 times. During the pandemic, Telenet launched a basic internet offering for only 5 Euro per month to make sure that everyone could get access to internet in Belgium.

Customer Experience 98

Customer Experience Sports B2C Start-ups 98

Totango

MAY 19, 2020

The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world. Re-tune Your Digital Engagement Strategy.

Finance 77

Finance Education Sales Technology 77

Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. It can also reduce the stress of dealing with sudden change, as having protocols in place ahead of time will save you and your team from having to make difficult strategic decisions in the midst of a critical situation.

Start-ups 62

Start-ups Customer Retention 62

DMG Consulting

MARCH 2, 2021

As can be seen in DMG’s new Report, Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future , COVID-19 has accelerated digital transformation by 2 – 6 years. The pandemic is also driving enterprise and contact center executives to consider the ramifications of dealing with consumers on their agents.

Contact Center 93

Contact Center Artificial Intelligence Scorecard AI 93

Zendesk

JANUARY 23, 2024

Is this as big a deal as I think it is?’” Wood’s startup began raising capital during the e-commerce boom that happened due to the COVID-19 pandemic. Seven months after we founded the company, Shopify surpassed Amazon in total number of monthly customers,” Wood recalls.

E-commerce 52

E-commerce AI Engineering Innovation 52

MattsenKumar

JUNE 3, 2021

Emerging markets recorded up to an 80% increase in online shopping during COVID-19. Almost two years since the first case of COVID was recorded, the e-commerce shape has transformed. Players with a lack of vision or customer-centric practices had a tough time accommodating. Customer’s Reaction to COVID-19.

E-commerce 52

E-commerce Retail Non-Profits Government 52

Steven Van Belleghem

OCTOBER 29, 2020

The latter offers unlimited articles from all its newspapers if customers are subscribed to one of them through its ‘Topics’ service. No wonder that Toutiao is the most addictive digital platform in the world, with each user spending 74 minutes per day there (while Facebook users ‘only’ spend 50 minutes). Crossing industry lines.

Education 98

Education Entertainment Sports AI 98

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan. Some might be angry.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

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. For SaaS organizations, there are a few things to consider when thinking about the lasting repercussions of COVID-19. Take the current COVID-19 crisis, for example.

Hospitality 52

Hospitality Hospitality Sales Technology 52

Intercom, Inc.

APRIL 8, 2021

But the most challenging moment came last year, with the onset of the COVID-19 pandemic. Joel believes tech like telehealth and virtual check-ups aren’t just a band-aid for COVID-19 times – even in the most physical healthcare therapies, they’re here to stay. Joel Friedlaender: Sure. Joel: Absolutely. It was essential.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

DMG Consulting

SEPTEMBER 4, 2020

It has outperformed most other contact center IT segments during economic slowdowns and recessions because of its ability to reduce operating costs while improving the customer experience and enhancing agent engagement. COVID-19 has taught us many things, including the need to be prepared for almost anything.

Contact Center 87

Contact Center Artificial Intelligence ML Machine Learning 87

Comm100

JUNE 25, 2020

First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. It all begs one question, “How do customer service agents speak to customers during these sensitive times?”. And there are plenty of mistakes a customer service team can make on social media. Making It About You.

Customer Service 52

Customer Service Social Media Start-ups B2B 52

MattsenKumar

JUNE 23, 2021

COVID-19 has accelerated the adoption of internet-based businesses; all “electronic commerce” businesses are booming because it reduces human contact and restricts outdoor movement. Rapidly changing customer preferences is helping entrepreneurs build influential products and scale them readily. Valued at $50.85

E-commerce 52

E-commerce Transportation B2C Retail 52

Taylor Reach Group

APRIL 1, 2020

These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19. At the same time, start implementing additional omnichannel routing techniques to positively and productively interact with your customers during the crisis. Also, consider establishing power-shifts (e.g.,

Contact Center 137

Contact Center Government Omnichannel Technology 137

Intercom, Inc.

JULY 8, 2020

But one thing has not: what customers want. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. But until recently, businesses have had to settle for “good enough” customer support. Happier customers and a happier support team. The result?

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Fonolo

JUNE 30, 2020

Should they be more inclined to customer care? Listing general qualities and aptitudes like “team-player” and “strong communication skills” will make your posting blend in with the rest of the customer service jobs out there. If the role is more focused on customer support, come up with a simple issue (i.e.

Contact Center 136

Contact Center Construction Start-ups Sales 136

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Since the pandemic, everyone’s doing a lot more of their customer business online, making digital transformation mission-critical these days. ” Analyze how customers really behave. Humanize technology.

Technology 162

Technology Technology Manufacturing Start-ups 162

DMG Consulting

APRIL 20, 2020

But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM). What’s New in the World of Contact Center WFM. By Donna Fluss. The question is how WFM can help with this challenge.

Contact Center 48

Contact Center Artificial Intelligence Transportation Gaming 48