Kerry Bodine

APRIL 9, 2020

The coronavirus pandemic has ushered in a new way of life for people around the world. With data starting to trickle out about what people are actually doing during the time of COVID-19, I thought it would be helpful to consolidate this information so that businesses can make informed decisions about how to move forward.

Agriculture 87

Agriculture Start-ups 87

Beyond Philosophy

MARCH 31, 2020

Whilst, you can’t expect in times like these, an outstanding customer experience, I had a super easy and cost-free experience canceling a number of trips with some organizations and a very difficult experience with others. The world and the market had changed! Now, a decade later, the COVID-19 pandemic has taken the world by surprise.

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

Heart of the Customer

APRIL 23, 2020

During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. The post What’s Ailing Your Journey? appeared first on Heart of the Customer.

CX 103

CX Customer Experience 103

Kerry Bodine

MARCH 18, 2020

But a handful of companies have taken the lead over the past few days — and can offer valuable lessons on how to rethink your customer experience in the time of the coronavirus. As we’ve learned, certain populations are more at risk for complications or death due to the coronavirus.

Customer Experience 116

Customer Experience Customer Loyalty 116

DMG Consulting

SEPTEMBER 4, 2020

The contact center WFO suite market has performed well in both good and challenging economic times. It is not known how the contact center WFO suite market will perform during the coronavirus pandemic, as there is no precedent for this type of crisis. Contact Center WFO Solutions In the Future. million in 2018 to $3,838.6

Contact Center 87

Contact Center Artificial Intelligence ML Machine Learning 87

Beyond Philosophy

APRIL 25, 2020

Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior.

CX 107

CX Customer Experience 107

ProProfs

JULY 10, 2020

The coronavirus outbreak has affected many sectors across the world. Real-time learning. Right from transportation to hospitality, many industries are at their worst due to the pandemic. In this situation, a few areas such as e-commerce and e-learning are getting immensely popular. billion children out of their classroom. In the U.S.

E-commerce 119

E-commerce Education Government Transportation 119

UJET

NOVEMBER 16, 2020

Enterprises that are using this time to prepare for their future and have started the process of transforming will be positioned to come out of the pandemic stronger than they went in. This is a guest post by Donna Fluss, the president of DMG Consulting LLC.

Contact Center 138

Contact Center Retail Innovation Customer Experience 138

DMG Consulting

MAY 5, 2020

During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. CJA is enabled by powerful and fast servers that can analyze vast quantities of data in near-real time. Using IA and CJA to Improve CX.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

The Customer Service Blog

MAY 27, 2021

But disturbingly, the BRC believe that things have worsened during the coronavirus pandemic. The BRC claim that shop workers face aggression over many issues, including asking customers for age verifications, and requesting that customers respect coronavirus safety measures. Has coronavirus made things even worse?

Government 52

Government Retail Legal 52

Intercom, Inc.

JUNE 4, 2020

We want to share our disgust, anger, and sadness at the killing of George Floyd, and with the decades of injustice and brutality that this time has brought into sharp relief. Remember, no one is coming to save us : Eventually doctors will find a coronavirus vaccine, but Black people will continue to wait for a cure for racism.

Education 160

Education Start-ups 160

Logicalware

DECEMBER 21, 2021

This time last year, coronavirus vaccines were only just starting to roll out across the world. This time last year, coronavirus vaccines were only just starting to roll out across the world. In his End of Year Message, Puzzel CEO Frederic Laziou reflects on how 2021 redefined customer engagement. A year of growth.

AI 98

AI Technology Technology Innovation 98

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. Retail Behavior Surveys Showing just how quickly the world changed, retail consumer research platform First Insight found that the impact of coronavirus on U.S. Retail foot traffic tracker Placer.ai

Retail 80

Retail Entertainment Government Social Media 80

Hodusoft

APRIL 10, 2020

The present epidemic situation of Coronavirus is the time of great patience and cooperation between humans of all nations and religions. During this time, humans should coordinate with the government of their respective states and help the country from getting out of the problem. What is audio conferencing software?

Legal 52

Legal Government Technology Technology 52

Taylor Reach Group

APRIL 1, 2020

Here are five ways contact centers can support their onsite workers amid the coronavirus outbreak: 1. Use upfront messaging and automated callbacks to manage call queues and wait times. Accordingly, call volumes and average handle times will reflect that increase. Also, consider establishing power-shifts (e.g.,

Contact Center 137

Contact Center Government Omnichannel Technology 137

Fonolo

JUNE 2, 2020

What will contact centers look like after coronavirus? Here are some key things to keep in mind when planning your transition back to the contact center: Best Practices for Returning to the Office After Coronavirus. Handpicked related content: How to Eliminate Hold Time in Your Call Center. This is still very much open-ended.

Contact Center 74

Contact Center Government Start-ups Technology 74

Intercom, Inc.

AUGUST 5, 2020

In a company’s lifetime, you might find yourself spending time on both ends. When customers are far and few between, it makes all the sense in the world to connect with them personally and one-on-one at a nearly real-time pace. Not long ago, answering this question meant veering in one of two directions. It’s a problem we know well.

Customer Experience 204

Customer Experience Customer Satisfaction Engineering Retail 204

The DiJulius Group

MAY 14, 2020

Look at the opportunities and the blessings many of us during this Coronavirus crisis. Here are some ideas to help you make the most out of your time today: Bond with your family. Have electronic-free windows of family time. Play games. Watch family videos from 5, 10, and 20 years ago. Show them your childhood.

Gaming 52

Gaming 52

Customer Bliss

JUNE 17, 2020

If this can happen, then this time can become an opportunity for humanity to be woven into how companies operate and earn greater growth. Talk to your team about how you listen to your customers during this time. In this Time of Coronavirus…Let Goodness in Business Prevail. Do you stop your surveys?

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Beyond Philosophy

JULY 2, 2020

This time, however, Loss Aversion also affects the different groups’ tolerance for risk. When times are good, and business is in a growth mindset or at least a good mindset, people generally don’t like uncertainty, with some exceptions. At times like these, organizations are willing to try new and scary things.

Customer Experience 195

Customer Experience Non-Profits CX 195

DMG Consulting

APRIL 6, 2020

Question: How should agents handle calls when customers are sharing their fears and concerns about the Coronavirus pandemic – or other personal issues, for that matter? Wrap up the call by restating what you have done, or will be doing, for them and set a realistic time frame. Repeat the steps, as needed.

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Steven Van Belleghem

MARCH 30, 2020

Hotel rooms: Doctors, nurses and other medical personnel battling the coronavirus pandemic can stay free of charge at the five-star Four Seasons New York. health care workers on the frontlines of the coronavirus pandemic with free footwear. Cisco is offering the free version of its Webex service with no time restrictions.

Healthcare 52

Healthcare Gambling Government Transportation 52

Logicalware

DECEMBER 14, 2021

Staffing your contact centre over Christmas can be difficult at the best of times. But with coronavirus measures once again tightening across the UK, there’s more for contact centre leaders and resource planners to navigate this year. But for others, it’s the perfect time to work and earn some extra cash.

Government 98

Government Customer Service 98

PeopleMetrics

DECEMBER 17, 2020

Explore our CX solutions, designed to deliver a consistent experience every time. Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? Watch on YouTube. ? ? ?.

CX 62

CX Customer Experience Touchpoint Innovation 62

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Some of our own customers are experiencing up to 10 times the number of new chat conversations. Our new research reveals the impact it’s had on these teams.

B2C 217

B2C B2B Education Healthcare 217

Fonolo

JUNE 16, 2020

As we speed towards the close of our third official month in lockdown, it’s time to start thinking about the future. The close working conditions and high staff numbers meant contact centers were called out as a breeding ground for coronavirus early in the pandemic. And how can they mitigate them?

Contact Center 96

Contact Center Technology Technology 96

The Customer Service Blog

DECEMBER 15, 2020

They made a traumatic time even worse for me, by their incompetence and lack of sympathy when I was trying to sort out her financial affairs. They made a traumatic time even worse for me, by their incompetence and lack of sympathy when I was trying to sort out her financial affairs. What has Barclays done wrong?

Customer Loyalty 87

Customer Loyalty Customer Service Customer Satisfaction Customer Experience 87

Kerry Bodine

DECEMBER 30, 2020

content that CX professionals leaned on most during this trying time. Number 7: The Pandemic Trigger: It’s Time To Update Your Journey Maps. It’s taken some time for organizations to evolve from simply creating journey maps to actively using the journey as a framework for how they do business. It’s been… a year. Just go read it.

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

CallCare

FEBRUARY 28, 2020

With the news that Coronavirus is causing closures in educational facilities across the country, it’s worth asking if your higher education establishment is prepared. Having built up an extensive knowledge base within this sector, we know that students, especially international students can contact you with concerns at any time of day.

Education 40

Education 40

Zendesk

MARCH 2, 2021

Zendesk employees have always supported our social impact mission and volunteered time with local neighborhood nonprofits. 2020 upended ways of working for companies around the world. At Zendesk, one of the areas that required some soul searching was around our social impact programs. We also needed to engage in broader causes.

Technology 98

Technology Technology 98

Totango

AUGUST 5, 2020

The use of telecommunication has dramatically increased since the COVID-19 outbreak began, and people are spending more time on their digital devices while waiting for life to return to normal. . But there is another factor to consider: yours is not the only enterprise seeking to adapt to the changes coronavirus has wrought.

Technology 104

Technology Technology Innovation Customer Satisfaction 104

DMG Consulting

OCTOBER 13, 2020

While it remains to be seen if companies continue to invest as heavily in CX as they had been doing before the coronavirus pandemic altered the world, they will certainly place increased emphasis on delivering enhanced self-service capabilities, because this is the preferred method of service, when it works.

ML 87

ML Machine Learning Artificial Intelligence AI 87

Zendesk

JUNE 14, 2021

And now, with consumers quarantined at home and relying on technology to communicate even more, the amount of time they’re spending on messaging channels is only going in one direction. In fact, WhatsApp use increased by 154 percent since the outbreak of the coronavirus across the globe. Let those numbers sink in for a minute.

E-commerce 76

E-commerce Customer Service Manufacturing Healthcare 76

Customer Bliss

MARCH 22, 2021

I have loved seeing leaders shed their corporate veneer during this time, conducting town halls and listening sessions from their living rooms, with their dogs running around under foot. This time can become an opportunity for humanity to be woven into how companies operate and earn greater growth. Read more in my original post here.

Customer Experience 62

Customer Experience 62

Doing CX Right

SEPTEMBER 5, 2020

MyCustomer asked a variety of experts, including me, about how to enhance customer experiences through a VOC program during tough times. Research Tells Us: In 2016, in what was possibly the most meta consumer survey of all time, a 2016 OpinionLabs study revealed that 72% of consumers didn’t like being surveyed by brands.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

Steven Van Belleghem

OCTOBER 29, 2020

Transactional Convenience. Especially for you. 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). But of course, Bytedance excels at this kind of addictive content. Everything at once.

Education 98

Education Entertainment Sports AI 98

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 gave my brain something to focus on other than the coronavirus — and maybe you’re looking for such a distraction, too. Note #2 — Spoiler alert!

Retail 71

Retail CX 71