Callminer

MARCH 30, 2020

Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Remote contact center operations have been around for some time now, but the need for such operational approaches has been magnified by the growing threat of Covid-19 and the heightened importance of social distancing policies to c

Contact Center 207

Contact Center Customer Relationship Management CRM Customer Relationship 207

Uniphore

APRIL 2, 2020

Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More.

AI 208

AI 208

Intercom, Inc.

APRIL 1, 2020

We are living through unprecedented and unsettling times – in just a few months, the COVID-19 pandemic has reshaped the world as we knew it. With most of the world suddenly engaging in social distancing, so many of the things we took for granted – hugging friends and family, gathering to eat, dancing in crowds – have been put on hold. Part of what makes this moment feel so difficult is not just the anxiety we all feel around the virus and the fear of the economic damage it is doing, but also the

Government 201

Government Start-ups Sales Technology 201

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

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Callminer

MARCH 29, 2020

Read these tips and best practices for remote contact center managers and agents as businesses move to work-from-home workforces.

Contact Center 182

Contact Center 182

Navedas

APRIL 1, 2020

Make managing your remote customer service team easier with CSAT.AI. The post QA, CX and EX for your Remote Customer Service Team – We Can Help appeared first on Navedas.

Customer Service 130

Customer Service CX Customer Satisfaction AI 130

Beyond Philosophy

APRIL 2, 2020

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.

Retail 159

Retail Customer Experience Sales Technology 159

Taylor Reach Group

APRIL 1, 2020

by JD Fairweather. If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19. And with effects of the virus being felt worldwide, contact center leaders are scrambling to support higher-than-projected call volumes in the wake of an ever-increasing risk of higher

Contact Center 137

Contact Center Government Omnichannel Technology 137

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Besides the obvious technical issues, this presents to those still working on legacy systems, employees are getting more and more worried for their health , pointing the contact center conditions as perfect for transmission of the virus.

Contact Center 133

Contact Center Start-ups Gaming Technology 133

Heart of the Customer

APRIL 2, 2020

Any wishful thinking that this crisis might blow over in a couple of weeks is pretty much shot. It now seems likely that we are facing a prolonged period of home-bound isolation, and, most tragically, the deaths of tens, if not hundreds, of thousands of Americans. March brought with it cataclysmic changes to the way we live, work, learn, shop, and interact, and most of us are still trying to acclimate to this new normal, which carries varying levels of stress, […].

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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

UJET

APRIL 1, 2020

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but

E-commerce 100

E-commerce Start-ups Customer Experience 100

Totango

APRIL 3, 2020

At Totango, we’re about success. Your customers’ and your own. So, now that everybody’s working remotely, we asked around our virtual office for suggestions of how to be more successful conducting business at home. Our team shared the ideas used in their own homes to make their workday, work better! . Start a Morning Ritual . “Take a few minutes each day to get ready—whatever that means for you—to get into the mindset for work.

Sales 100

Sales 100

Lumoa

APRIL 1, 2020

The best way to address any situation is to first zoom out and get the lay of the land. When it comes to customer experience and your customer insight strategy , it’s no different. How can you give your users what they need if you haven’t asked them about it? What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them.

Net Promoter Score 83

Net Promoter Score Customer Journey Map Social Media Start-ups 83

Kate Nasser

MARCH 29, 2020

In emergencies, how good are you at showing crises empathy to those you serve? Tips and insights fr Kate Nasser The People Skills Coach™ | Customer Service, Leadership, Teamwork. The post Easy to Use Crises Empathy | #PeopleSkills #cctr #custserv appeared first on KateNasser.com.

Customer Service 90

Customer Service Contact Center 90

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

UJET

APRIL 1, 2020

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but

E-commerce 82

E-commerce Start-ups Customer Experience 82

ProProfs

APRIL 3, 2020

Brand engagement is the holy grail for businesses on Instagram looking to monetize their presence on social media. Instagram, as it is established, is the best social media platform to display your company’s culture and brand through images & videos. . According to research , visual content is especially potent because people remember 80% of what they see, compared to 20% of what they read and 10% of what they hear.

Social Media 88

Social Media Education CRM Customer Feedback 88

Myra Golden Media

MARCH 28, 2020

Are you interested in making and donating masks for Covid-19? Here are some resources to get you started. [link]. [link].

Customer Experience 102

Customer Experience 102

Totango

MARCH 31, 2020

COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change. Take a much closer look at your customers and their exposure to COVID-19 and implement the necessary action in your business to not only survive during these unprecedented times but also thrive and innovate.

Innovation 81

Innovation 81

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

Customer Bliss

MARCH 28, 2020

In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today’s Daily Dose of OPTIMISM comes courtesy of a young man in Maryland, whose name is Cavanaugh Bell.

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Customer Experience Matrix

APRIL 1, 2020

As marketers finish their initial emergency adjustments to coronavirus lockdowns, they are starting to think about longer-term plans. While the shape of things to come is impossible to guess, reporting on industry changes has become a marketing trend of its own. Here are a dozen-plus studies I’ve seen in the past week, most of which are on-going. Retail Behavior Data Adobe this week launched their Digital Economy Index , a long-term project that gained unexpected immediate relevance.

Retail 80

Retail Entertainment Government Social Media 80

The DiJulius Group

APRIL 1, 2020

1. Feature Article Stepping Up as a Leader in a Crisis You set the tone for the entire organization How we lead right now says so much about us. In times of adversity and change, we really discover who we are and what we’re made of. One of my favorite quotes is “Tough times don’t. Read Full Article. The post Stepping Up as a Leader in a Crisis appeared first on The DiJulius Group.

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Totango

MARCH 31, 2020

Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online. The way we meet face-to-face changed, and very quickly, we learned to do everything remotely. Now, you must focus on locking in your core business, your current customers.

Voice of the Customer 77

Voice of the Customer NPS Customer Loyalty 77

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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

Myra Golden Media

APRIL 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. We start with a video conference to learn about your challenges and goals. Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

Customer Service 71

Customer Service Customer Experience 71

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.

Customer Service 71

Customer Service Invoicing CRM Legal 71

Kerry Bodine

MARCH 29, 2020

Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut , which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. It gave my brain something to focus on other than the coronavirus — and maybe you’re looking for such a distraction, too.

Retail 71

Retail CX 71

Lumoa

MARCH 31, 2020

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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

Myra Golden Media

APRIL 2, 2020

In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start? Do we have enough toilet paper? I managed a global call center during the Y2K fear, and my company spent a full twelve months contingency planning for everything that could potentially fail when the calendar flipped over to the new millennium.

Start-ups 71

Start-ups Customer Service Customer Experience 71

Provide Support

MARCH 30, 2020

10 Tips for Building your Remote Team and Providing Safe Online Support. Today more and more institutions and businesses switch to remote work due to the unsafe and unstable situation in the world. This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. This is where the software for online communication such as live chat, online conference platforms and corporate communication tools becomes handy and

Customer Service 70

Customer Service 70

Totango

APRIL 1, 2020

Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online. The way we meet face-to-face changed, and very quickly, we learned to do everything remotely. Now, you must focus on locking in your core business, your current customers.

Voice of the Customer 62

Voice of the Customer NPS Customer Loyalty 62

Beyond Philosophy

MARCH 28, 2020

What You Should Learn from Apple’s Outstanding Experience. I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple products is emotional, intuitive, and automatic—all the things a brands needs to foster customer-driven growth. Apple is excellent at incorporating principles of behavioral economics and psychology that are hugely influential on customer behavior in all the right ways.

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Construction Customer Experience 60

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