CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

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Contact Center CX Customer Service Engineering 228

Callminer

MARCH 18, 2020

The debt collection industry is changing and ever-evolving. Laws related to consumer credit, creditors rights, and collections are constantly under revision.

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Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

CX 192

CX Net Promoter Score AI NPS 192

Intercom, Inc.

MARCH 16, 2020

In this unprecedented and uncertain time, Intercom’s first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. We wanted to share what steps we’ve been taking in recent days to protect these groups. We hope these measures will also contribute, if even in a small way, to slowing down the spread of the virus.

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CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 182

Contact Center CX Customer Service Engineering 182

Callminer

MARCH 15, 2020

In this article, we cover the essential elements of business intelligence and address their potential for helping organizations grow.

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Uniphore

MARCH 19, 2020

Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More.

Customer Loyalty 130

Customer Loyalty 130

Navedas

MARCH 18, 2020

When we put out our blog last week on facing changes we didn’t yet know how big they would be. This week we are in a new paradigm due to COVID-19, where remote work is a necessity. For some of you this may be new. The post Crisis as Catalyst: Managing Your Remote Customer Service Team appeared first on Navedas.

Customer Service 130

Customer Service Customer Satisfaction 130

Heart of the Customer

MARCH 18, 2020

We’ve been in customer experience quite a while now. To paraphrase Liam Neeson – we have a very particular set of skills, skills we have acquired over very long careers. And we’d like to use what we know to help you help your customers when so much is out of your control. Below are five […]. The post 5 virus-related CX tips you need TODAY appeared first on Heart of the Customer.

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CX Customer Experience Customer Relationship 145

UJET

MARCH 17, 2020

A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.

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Contact Center Customer Satisfaction Customer Feedback Customer Experience 121

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.

Retail

Beyond Philosophy

MARCH 18, 2020

Shark attacks have overblown importance compared to how often they occur. But since TV and movies have made so much of these rare, and rarely fatal events, we are sure we will be the next victim. These unlikely worries are the result of a psychological phenomenon called the Availability Heuristic. This episode of the Intuitive Customer explores the Availability Heuristic and how it can help your brand promote customer-driven growth.

Customer Experience 113

Customer Experience 113

Kerry Bodine

MARCH 18, 2020

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.

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Customer Experience Customer Loyalty 116

Customers That Stick

MARCH 20, 2020

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the current situation, the ability to work customer service jobs from home was increasing both as the technology and benefits of a distributed workforce increased.

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Customer Service Contact Center Customer Relationship Technology 103

The DiJulius Group

MARCH 18, 2020

The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life By now we should all be well aware of what we need to do and avoid doing to stay healthy. However, constantly checking headline news and social media during times like this can become an unhealthy addiction. As well as making it the. Read Full Article. The post The Incredible Opportunities out of the Coronavirus Crisis in your Personal Life appeared first on The DiJulius Group.

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Social Media Customer Experience 111

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.

Voice of the Customer

Beyond Philosophy

MARCH 16, 2020

You all want growth, don’t know what to prioritize to get it, and aren’t nearly worried enough about the disruption AI will have on your industry. At least, that’s what our research late last year told us. This episode of The Intuitive Customer reveals the trends we identified in our research late last year. While some of it was what we expected to hear, a few trends left us gobsmacked.

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AI Customer Experience 113

Taylor Reach Group

MARCH 20, 2020

By Colin Taylor. One priority each of us should have on our “to do” for 2020 is mental health. Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization.

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Contact Center 105

DMG Consulting

MARCH 18, 2020

Managing Contact Centers Through the COVID-19 Pandemic. This is DMG’s second column on the COVID-19 pandemic. The first one is available here. DMG is not providing medical or legal advice; all medical questions should be referred to your doctor and legal issues addressed to your lawyers. Here is the link to the US CDC site with information regarding this virus: [link].

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Contact Center Legal Government Text Analytics 100

Lumoa

MARCH 19, 2020

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.

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CXM Customer Experience Customer Experience Management 96

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?

Technology

Fonolo

MARCH 19, 2020

We are living in a strange time. Almost every aspect of our lives has changed since Spanish Flu decimated the world’s population 100 years ago, but it’s at times such as these that humans typically revert to the same patterns. We’re already seeing some of that base behaviour in the supermarkets, as panic drives people into the lizard part of their brains, making poor decisions that ultimately make things worse for everyone.

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Contact Center Start-ups Technology Technology 91

Customers That Stick

MARCH 18, 2020

Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the data can be judged as being a fairly good indication of the truth.

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Customer Relationship Customer Service 78

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Healthcare 86

Healthcare Hospitality Hospitality Retail 86

Uplifting Service

MARCH 17, 2020

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened.

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Social Media Government Innovation Gaming 83

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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

CX

Totango

MARCH 18, 2020

Dear Totango Community, In these unprecedented times, I wanted to personally reach out to you to express our concern and support for you, your families and your businesses. We at Totango will continue to be here to support you for whatever you need, personal or professional. Please simply reach out and let us know what we can do to help. The safety of our employees and community is of paramount importance to us and as such we’ve taken steps over the last few weeks to protect all – ce

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Touchpoint 77

Customers That Stick

MARCH 17, 2020

It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “ customer lifetime ”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I don’t really rant for the sake of ranting, because that makes these posts about me and not you, and that’s not what we’re about.

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Customer Relationship Customer Service Customer Experience 78

TeamSupport

MARCH 20, 2020

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart?

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Sports Customer Service 80

Myra Golden Media

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Our remote training options ensure your employees go back to work fully prepared and inspired to express the soul of your brand, and assured in their ability to handle challenging customers.

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Customer Service Customer Experience 71

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

Retail

Fonolo

MARCH 17, 2020

“Hyundai, like Sunday.”. I asked for it. I asked for the correct pronunciation of that internationally-renowned and beloved car brand, and now I’ll never forget it. And neither will you. Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted

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Sports Customer Service Voice of the Customer Technology 67

C3Centricity

MARCH 18, 2020

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night. They always seem to be watching TV or jetting off to exotic places to talk about advertising!

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Sales Manufacturing Social Media Finance 62

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. From what I gather, skyrocketing volume, a need for consistent messaging, and sudden onboarding of new agents have been the primary causes for concern among almost all of them.

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Contact Center AI 52

Myra Golden Media

MARCH 19, 2020

How to work remotely with a team is the most trending topic right now. Here’s precisely how you build a team and communicate with your team from anywhere.

Customer Experience 71

Customer Experience 71

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

CX