Sat.Mar 06, 2021 - Fri.Mar 12, 2021

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Contact center agent satisfaction remains high after a rough year

Inside Customer Service

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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Strategies to avoid burnout and manage your workload

Intercom, Inc.

When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in. And when you work on multiple concurrent projects and across lots of teams, the risk of burnout isn’t just high, it can feel inevitable. Many individual contributors (such as researchers, visual designers, content strategists, data scientists) who work horizontally across teams can be viewed as an infinite resource.

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AI + collections: How technology can help organizations adapt to change, fast

Callminer

Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 on March 18.

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Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Customer service training needs to be on your short-term bucket list

Shaun Belding

Customer service training needs to be on your short-term bucket list Reprinted with permission from Winning at Work Back in the olden days — say, five years ago — customer experience was recognized as the great competitive differentiator. The experience organizations provided for customers was a powerful force that made them stand out. The […].

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Announcing ‘The Ultimate Guide to Conversational Support’

Intercom, Inc.

With customer expectations soaring higher than ever, how do you achieve fast, meaningful support, at scale? The world’s most customer-centric teams are turning to conversational, messenger-based support – and you can learn the proven strategies to do the same in our newly published Ultimate Guide to Conversational Support. Until recently, most support teams faced an impossible choice – stay personal with customers or get efficient as a team.

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UPS Fail: Mishandled With Care

Heart of the Customer

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.

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After the Consultants Leave

Taylor Reach Group

By Peg Ayers. The decision to engage a contact center consultant is not made lightly. Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed. Here at The Taylor Reach Group, for example, we are often called in to complete Strategic Assessments, where we analyze all aspects of a contact center and make a significant number of transformational recommen

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Later’s Farhan Virji on adapting B2C support strategies for B2B teams

Intercom, Inc.

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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Why crypto-currencies create new opportunities in customer experience.

Steven Van Belleghem

What’s going on with the rise of branded coins and NFT? Most of you have been following the evolution of ‘traditional’ crypto-currencies like Bitcoin and Ethereum. In the past few weeks and months two new trends have started to emerge. The rise of branded coins. In the past few weeks, different people in the digital content creation world have launched their own crypto-currency.

CXM 98
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Big questions, big answers: What’s top of mind for CX leaders in 2021

Zendesk

In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World , to discuss the challenges that business leaders currently face. Zakaria’s book spans political, socioeconomic, environmental, and public health considerations and shows us how business and world events are inextricably tied.

CX 98
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Transformation of BPO Industry: The COVID Era

Ameyo Callversations

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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Part 3: Three Ways to Achieve Success for Your Customers…and Your Bottom Line

TeamSupport

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.” 1. That’s part of the definition of Customer Success as given to us by the Customer Success Association.

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Why I created the $CXM Coin

Steven Van Belleghem

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.

CXM 98
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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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Learning Paths: What Are They, & How Can They Create Customer Experience Success?

Experience Investigators

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important to prioritize in education?

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Are Vaccine Passports A Key Enabler To Help End The Pandemic Or Not?

Beyond Philosophy

In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot. However, some think that vaccine passports are discriminatory, particularly as it pertains to getting a job.

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Strategies to Improve Net Promoter Score (NPS®): Tips by 8 Industry Experts

Zonka Feedback

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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4 Customer Experience Tactics you can use on Clubhouse.

Steven Van Belleghem

What is Clubhouse? I loved the The Guardian ’s description of ClubHouse: “Part talkback radio, part conference call, part houseparty , Clubhouse is an audio-chat-based social networking app”. Users can listen in to conversations, interviews and discussions between interesting people on various topics – it is just like tuning in to a podcast but live and with an added layer of exclusivity.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021

Zendesk

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 98% of mid-to-large-sized companies implemented new tools or processes. 89% of leaders at mid-sized companies and 91% at enterprise businesses say the pandemic sped up technolog

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Tough Times: Tougher Teams

The DiJulius Group

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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Why Automobile Industry Needs Call Center Software For Its Value Chain

Hodusoft

The automobile industry is unlike any other in the way it operates. Manufacturing depends on in-house production as well as procurement through OEMs and the operation itself may be decentralized. Further, sales do not take place directly to customers but do so through a network. Service and maintenance are crucial aspects addressed through dealers offering service as well as through third party services.

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The top 10 most frequently asked questions about customer experience

Steven Van Belleghem

Can B2B companies use the same customer experience strategies as B2C companies? The short answer is “yes”. B2B organizations can indeed use the same type of CX strategies as B2C companies. But it’s also a lot more complex, as they are very distinct types of markets. The biggest difference between them might be that the human relations in a B2B market are incredibly strong.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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The digital tipping point: How SMBs can accelerate CX success in 2021

Zendesk

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 67% of SMBs implemented new tools or processes. 50% of SMB leaders say the pandemic sped up technology adoption.

CX 52
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036: If You Don’t Grow The Team, You Can’t Grow The Business

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group brings back Arnie Malham, an experienced entrepreneur with a culture-first mindset. Arnie has had 3 successful business exits, has written a best-selling book on culture, and has delivered his sometimes-uncomfortable message on leadership to thousands of entrepreneurs. Arnie is an expert practitioner, and now speaker and.

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How to Capitalize from 2020's Digital Trends | Conversocial

Conversocial

Last week we released our fifth iteration of the Conversocial State of CX Trends report. Each year we analyze the data from our platform to find insights to understand the CX landscape. In a strangely connected way, the data we have seen from our partners at Conversocial in 2020 has mirrored what’s been happening to our lives across the world. Consumer/brand conversations have changed from public gatherings that everyone can access to largely private interactions.

CX 52
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Leading Spirits Organization taps Taylor Reach Group to Design DTC Vision for Customer Experience

Taylor Reach Group

One of the world’s largest and fastest-growing premium spirits companies has enlisted the aid of The Taylor Reach Group, Inc. (TRG) to assess their current capabilities and support the design of a new Direct to Consumer (DTC) organizational vision. The DTC channel will support consumers across the globe. Consumer support and experience will be delivered across multiple channels and across dozens of popular and premium liquor brands.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Human Brains and AI

SugarCRM

The human brain is a remarkable machine. Honed and refined over hundreds of millions of years, its architecture and functions still elude scientists and researchers today. Amongst the brain’s scale, power and programming it’s proven remarkably agile in keeping a weak, hairless biped alive amid changing conditions and endless threats. . Predators and Opportunity .

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Best IT service desk software for call centers in 2021

Knowmax

Best IT service desk software for call centers in 2021.

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Customer Acquisition vs. Retention: The Perfect Balancing Act

1 to 1

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring in new customers, but nourish the relationship with empathy and personalization. To better understand this, we need to consider the fundamentals of customer acquisition vs. customer retention.

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Medical Call Centers Can’t Afford to Ignore These 5 Metrics

Fonolo

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.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.