5 Reasons Why Customer Service Reporting is Important
Provide Support
MAY 21, 2020
The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog.
Sat.May 16, 2020 - Fri.May 22, 2020
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Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters
Comm100
MAY 20, 2020
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.
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5 Strategies to Use for Customer Acquisition in 2020
CSM Magazine
MAY 20, 2020
No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. If you fail to devise one, you will struggle with business growth. However, the hardest bit regarding this issue is figuring out what channel suits your business best when it comes to bringing in new customers.
CX Leadership: Do You Have What It Takes?
GetFeedback
MAY 18, 2020
The traits, discipline, and knowledge that it takes to lead a successful customer experience program.
3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Customer Experience Will Be The Reason Businesses Survive COVID-19
InMoment XI
MAY 20, 2020
This article was originally published here. Regaining Traction in Business As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market. Businesses that emerge from the lock down period more or less intact will have a second problem – how to regain traction in a recessionary environment.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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The Big Advantage of Being Small
NICE inContact
MAY 19, 2020
It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.
Top 10 Live Chat Benefits You Have to Know
Comm100
MAY 19, 2020
Note: This blog post was originally published on Jul. 20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors.
Supercharge Your Agent Workforce With These 8 Bots
Uniphore
MAY 20, 2020
Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. They are considered to be one of the most vulnerable places for the spread of this contagious virus.
How to Justify a CX Program to Your CEO
Lumoa
MAY 19, 2020
There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.
Manual Call Reviews? There's a Better Way!
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
My Nimble experience just keeps getting better
Storyminers
MAY 21, 2020
Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’.
Best Practices for Financial Services Surveys during COVID-19
Alida
MAY 21, 2020
Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic.
Education And Healthcare Employees Are Most Impacted By Companies? COVID Response
Experience Matters
MAY 21, 2020
To understand the impact that COVID is having on employees, we surveyed more than 5,000 U.S. employees. While 11% have been laid off or temporarily furloughed, the remaining employees provided feedback on their COVID work environment. We found that: Most people are working from home. Sixty percent of employees report that they’re working from home, and 31% have started to work from home for the first time.
Enhancing the product registration process with remote Visual Assistance
TechSee
MAY 19, 2020
Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Speaker: David Nisbet, 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.
Work-from-Home Contact Center: See the Full Picture with Interaction Analytics
NICE inContact
MAY 20, 2020
Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Best Practices for Survey Activities during COVID-19
Alida
MAY 19, 2020
Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing wants and needs.
Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest
Experience Matters
MAY 18, 2020
U.S. well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters.
TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service
TechSee
MAY 20, 2020
Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
By the Numbers, Keys to Restoring Team Productivity
NICE inContact
MAY 18, 2020
Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).
Redundancy: Preparing Customer Care for Crisis Situations
BlueOcean
MAY 20, 2020
Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….” Well, as the saying goes, humans plan and the gods laugh. As of today, we all have at least two months of real-world experience in how we would handle a disaster.
Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters
Comm100
MAY 20, 2020
Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.
5 Ways to Connect the Learner’s Journey to the Employee Journey
Experience Investigators by 360Connext
MAY 19, 2020
I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understanding the journey from your employees’ perspective helps provide valuable perspective to encourage retention, loyalty, and even more happiness and fulfillment for the people you make your organization run.
What Does it REALLY Mean to Put CX First?
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Work-from-Home Contact Center: See the Full Picture with Interaction Analytics
NICE inContact
MAY 20, 2020
Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Don’t Do Digital Transformation, Design It
Storyminers
MAY 21, 2020
This post first appeared in CMO Australia in late 2017. Thanks to Nadia Cameron for a great interview! Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. As a result, they are not going deep enough into insights analysis and cultural change. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein.
Activity Notes: A New Way to Track Special Events in Calabrio WFM
Calabrio
MAY 21, 2020
While organizations are operating in various off-premises locations, the need for transparency, preparedness and communication increases. Our customers have been angling for an option to log actions that don’t fall within standard parameters. With this goal in mind, we’re launching a new feature for Calabrio WFM and Calabrio ONE customers: Activity Notes.
How Has The Pandemic Changed Your Customers’ Journey?
Wired and Dangerous
MAY 19, 2020
A man lived right by the railroad track. For years, the train roared by his bedroom window at two-o’clock every morning. He grew so accustomed to it that it never disturbed his sleep. One night no train came through. The usual train was taken out of circulation for maintenance and a substitute was unavailable. At precisely 2:00 AM, the man lunged from a deep sleep and exclaimed, “What was that?!”.
Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
The Big Advantage of Being Small
NICE inContact
MAY 19, 2020
It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.
The Best Call Center Team Names
Comm100
MAY 22, 2020
Note: This blog post was originally published on March 8, 2018, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. When it comes to building a smoothly functioning and well-knit team, a lot of factors have to be taken into consideration. Apart from appointing team functions based on skills and personality, team cohesion has to be kept uppermost in mind.
COVID-19 Lessons That Can Improve All Patient Experiences
Aveus
MAY 21, 2020
When patients form a positive relationship with their healthcare provider—or when members have a good experience with their health insurance plan—they become more engaged in their care and loyal to an organization. For both healthcare providers and payers, the experience is of the utmost importance. So how can the healthcare industry continue to improve the patient or customer experience in the midst of the COVID-19 pandemic—and in the post-pandemic environment?
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