Inside Customer Service

MARCH 11, 2021

This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. Others saw their businesses dry up and were forced to lay people off. A report from Benchmark Portal found that agent satisfaction has remained fairly high.

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Contact Center Customer Feedback Gaming Customer Service 256

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues.

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B2C B2B Social Media Start-ups 118

Steven Van Belleghem

MARCH 11, 2021

A couple of weeks ago, Peter Hinssen and I were invited by our good friend Jeremiah Owyang to join the Rally.io platform. Rally is one of the platforms that offers content creators and brands the opportunity to create their own branded coin and it is funded by the renowned VC Andreessen Horowitz. Peter and I have visited their Silicon Valley HQ on many occasions.

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CXM Sports Social Media Gaming 98

Ameyo Callversations

MARCH 11, 2021

The COVID-19 pandemic acted as a catalyst in the revamping of the BPO sector. With an urgent need to move operations remote, we saw many traditional BPOs going through digital transformation. At the start of the pandemic and its peak, things were looking bleak for the BPO industry so much so that a poll conducted by Deloitte in April 2020 showed that 32% of businesses believe the end of the pandemic will bring with it a reduction in outsourcing.

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Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Zonka Feedback

MARCH 11, 2021

Net Promoter Score® (NPS) is a measurement of Customer Loyalty, and if you think about it from that perspective, improving NPS should be straightforward — employ strategies to keep customers happier, turn detractors and passives into promoters and that's it! You're on your way to a better NPS Score. But in reality, it's a bit more complicated. What strategies should you employ?

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Net Promoter Score NPS Customer Loyalty Customer Experience 69

The DiJulius Group

MARCH 11, 2021

Imagine a world where human connection becomes completely electronic. We’re actually beginning to see that happen now. There will come a time when that deep, spiritual exhaustion wears and descends on a culture. It will begin to blame external circumstances for internal performance. When that happens, it becomes a culture of victimization and apathy.

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Fonolo

MARCH 11, 2021

Over the past year, the medical field has been facing one of its greatest tests in history, as frontline workers continue to fight against the global pandemic. Medical contact centers have been inundated with worried members seeking answers and support. While not physically on the front lines, call center agents have been facing their own challenges with massive call volumes as they attempt to help callers navigate health networks to get the support they need.

Net Promoter Score 131

Net Promoter Score Healthcare NPS Social Media 131

Comm100

MARCH 11, 2021

If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and spend huge amounts of money to do so. New York University reportedly spent $500,000 more on marketing in June 2020 than in June 2019, despite the financial challenges caused by Covid-19.

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Education Customer Service Social Media Omnichannel 59

DMG Consulting

MARCH 11, 2021

DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. New-gen WFM uniquely positioned to address pandemic-related challenges. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.

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Contact Center Innovation Technology Technology 59