Second to None

JULY 22, 2020

Overwhelming customer volume, lingering out-of-stocks, and having to adjust to in-store social distancing practices for the sake of employees and customers. Mindful grocery retailers are thoughtfully adjusting to deliver an exceptional curbside customer experience. The result is a more trusted customer experience.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

Daniel Group

MAY 15, 2020

Keeping your customers engaged in a social distance environment. How can you keep your customers engaged in a social distancing environment? ” In this blog, you get tips and reminders about facial expressions and body language to help your employees maintain excellent customer experiences. .

Customer Service 59

Customer Service Communication Customers Article 59

Customer Bliss

SEPTEMBER 25, 2020

We discussed the effects that an increase in technological use has on companies, their employees, and the customers they serve. Bailey, author of “ Be the Spark ,” we talk about customer and employee experience and recognizing the power that we have as individuals to make a difference. How do I open the door for you?

Sports 160

Sports Leadership Innovation 2020 160

Talkdesk

AUGUST 7, 2020

It’s no secret that organizations must rely on great customer experience (CX) as a competitive advantage to take their businesses to the next level. Additionally, cloud solutions can also provide proactive ways to manage various aspects of contact center operations such as security and employee performance.

Customer Experience 104

Customer Experience Competitive Advantage Contact Center Loyalty 104

Michel Falcon Experience

MAY 17, 2020

My friend Shane Skillen and I surveyed 1,350 employees across North America and asked them dozens of questions about coming back to work. This is a massive threat because employee productivity and morale will need to be at an all-time high if the relaunch of businesses will be successful. will go back to school. Only 60.1% Plus, more.

Definition 78

Definition Customer Service Customer Experience Customers 78

Talkdesk

SEPTEMBER 21, 2020

When it became evident that the virus could not be contained, the need for social distancing to protect the health and safety of employees saw companies embark on a massive and unprecedented remote work experiment.

Contact Center 119

Contact Center 2020 Events Customer Service 119

Daniel Group

MAY 13, 2020

With faces covered and practicing social distancing measures, how do you change your behaviors so that customers feel welcome and become engaged? To answer the question of how we should behave when wearing a mask, you first need to understand the importance of body language for employees and customers.

Customer Service 64

Customer Service Customers Culture Presentation 64

Hallmark Business Connections

OCTOBER 27, 2020

* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Marketers already know the power of social responsibility efforts; protecting the environment, enhancing diversity and inclusion, fostering philanthropy and more.

Airlines 98

Airlines Telecommunications Social Media Connections 98

Experience Investigators by 360Connext

MARCH 17, 2020

We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. Customers, employees, partners, suppliers and everyone in between is confused. Shore up what you need to provide the best experience you can for these situations. Leaders want to lead.

Customer Experience 178

Customer Experience E-support Customer Journey Mapping Webinar 178

Bold360

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Social Media Contact Center 95

TechSee

JANUARY 5, 2021

How will the company’s vaccine-related decisions affect their customers and employees? Let’s dive into the considerations that may affect future policies for employee vaccinations. Impact of Vaccine on Employees. Will employees feel negatively toward employers who do not mandate vaccinations?

Contact Center 109

Contact Center Consumers Leadership Government 109

ViiBE Blog

AUGUST 31, 2020

With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Omnichannel leaders are adapting to the next normal in customer experience by taking initiative across five key actions. The key differentiator is visible in companies that embraced adaptation.

Omnichannel 98

Omnichannel Travel 2022 Innovation 98

BlueOcean

JULY 20, 2023

Best Use of Time: If the proposed contact center solution includes any ratio of agents working on-site, then be sure to get in the midst of the hustle and bustle, y-cord with agents on the production floor, and evaluate the little details that add up, like workstation setups, interior design choices, and visible employee engagement tactics.

Contact Center 294

Contact Center Travel 2020 Culture 294

Bold360

MARCH 26, 2020

The ongoing COVID-19 pandemic is having massive impacts on how companies engage with their customers and employees. No matter how the crisis evolves, customers and employees still expect to receive a high level of service that’s responsive to their needs. Today’s To-Do: Redefine Customer and Employee Engagement.

Engagement 66

Engagement Call Center Lifetime Customer Customer Engagement 66

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. Onsite Support.

E-support 145

E-support Telecommunications Travel Contact Center 145

TechSee

AUGUST 19, 2020

In the age of social distancing, is contact the new dirty word? Tactics for contactless and effortless experience. These technologies have come into their own during the pandemic, as they are ideally suited to work from home staff and ensure the safety of customers and employees alike. Self-Service.

Consumers 109

Consumers Banking Touchpoint Interaction 109

BirdEye

JUNE 14, 2023

Using these channels strategically will help keep customers engaged and employees productive. In this article, we’ll share the why, what, and how of communication channels to effectively reach customers and your employees. And the value of that employee input cannot be underestimated, especially in today’s workplaces.

Communication 98

Communication Social Media Document Advertising 98

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. Consider how you can use a journey map to understand how your customers experience your brand: To find points of friction for your customers so that you can reduce the effort for them. What are your customers saying on social media?

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Bold360

MARCH 18, 2020

Millions of people across the country have been forced to work from home in an attempt to maximize social distancing, a term that will forever be etched in our collective consciousness. The world of customer experience (CX) is going to have to drastically reimagine how we engage with customers in this new reality.

Healthcare 59

Healthcare Contact Center Transportation Innovation 59

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. In times like these, you may have an employee iceberg too! There's only 1 thing you can do to find out how your employees are doing and that's. Here's an overview: 1. Upload your data via excel.

Measurement 94

Measurement Engagement Touchpoint Connections 94

SaleMove

MARCH 5, 2021

2020 and social distancing fundamentally changed how customers interact with businesses. As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? . Meeting Members Where They Are With Virtual Branches.

Banking 89

Banking 2020 Financial Document 89

Integrity Solutions

SEPTEMBER 1, 2020

Now that external events and social distancing have put the in-person option on hold for the most part, we’re seeing something of a forced awakening around the possibilities of virtual learning. Effective virtual training gets people talking to each other, collaboratively solving problems and building on each other’s experiences.

E-support 120

E-support Sales Engagement Events 120

Talkdesk

JUNE 5, 2020

As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift. Questions arise around whether employees are distracted, burnt out and/or properly equipped with tools. The change was not easy.

Contact Center 86

Contact Center Wireless Government 2020 86

Strativity

MARCH 30, 2020

In particular, we’ve all had to find ways to adapt in order to preserve a safe physical distance from our fellow human beings. Companies worldwide are scrambling to adjust their practices resulting in many employees now working remotely. For others, the sudden requirement to have employees work from home is precarious and even painful.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

BirdEye

SEPTEMBER 23, 2020

This also is a great way to reduce the amount of time your employees spend on the phone answering questions – Such as what are your hours today? Then, your employees can communicate with customers via SMS about their position in line. Are you open? Do you have X product in stock? Waitlist apps are a great example.

Communication 86

Communication Retail Technology Events 86

Hallmark Business Connections

AUGUST 26, 2021

Normally, the first full week in October provides a prime opportunity for companies across all industries to showcase their passion for customers and the employees who serve them. Elevating the Workers Who Are the Heart of the Customer Experience. Heralding Customer Care Employees in 2021. According to McKinsey & Co.

Customer Service 77

Customer Service Customer Service Representative 2021 Events 77

Experience Investigators by 360Connext

MAY 12, 2020

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be quiet while the adults chat. We don’t have the money to invest in customer experience.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Pink Guava

APRIL 26, 2020

Yes, it will take time for everything to be normal or maybe this is the new “Normal” of being digital, social distancing, and lock down. And the one thing which definitely is the constant or new "Normal" is remote working, social distancing with newer tools being developed to collaborate and work.

Social Media 84

Social Media Financial Innovation 2008 84

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Totango

MARCH 25, 2021

As protecting and growing customers became the number one priority, businesses looked to technology to help them adapt to the rapidly changing circumstances and stay close to their customers while remaining socially distanced. Wisr builds Digital CS operations from scratch. Digital Customer Success = 1 COVID = 0.

Customer Success 62

Customer Success Hospitality Webinar 2020 62

Maru Group

AUGUST 13, 2020

Hospitality is inherently social. And the necessity for social distancing changes everything. One model suggests that, with the standard six-foot radius of social distancing, restaurants are only able to generate 11% of total restaurant revenue pre-COVID. The situation in restaurants is even more dire.

Hospitality 52

Hospitality Hotels Tourism Sports 52

SaleMove

FEBRUARY 5, 2021

When the pandemic hit, many financial institutions closed branches and told their employees to work from home. In effect, this social distancing accelerated a trend that was already underway—the expansion of digital interactions between organizations and their members and customers.

Competitive Advantage 56

Competitive Advantage Financial Events Interaction 56

Inbenta

JANUARY 17, 2022

Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. But, after two years, consumers now have high expectations that digital experiences will work proficiently. .

2022 98

2022 Customer Service Net Promoter Score E Commerce 98

ShepHyken

AUGUST 28, 2020

He writes about the advantages of contactless transactions for both employees and retailers during the pandemic and beyond. The COVID-19 pandemic has introduced us all to the new world that is still adjusting to strict social distancing regulations and lockdown and quarantine periods. Improved Customer Loyalty.

Retail 120

Retail Customer Experience Technology Consumers 120

Bold360

APRIL 23, 2020

Still, forgoing face-to-face communication presents some challenges we’ve had to reckon with well before social distancing. Luckily, now we have visual engagement to virtualize face-to-face engagement — and it is set to transform the customer experience. What is visual engagement (and why does it matter)?

Engagement 52

Engagement Call Center Insurance Download 52

CSM Magazine

AUGUST 5, 2021

In fact, many employees are threatening to quit their jobs rather than give up working from home, citing ‘no commutes’ (84%) and ‘cost savings’ (75%) as the top two reasons for remote work. Meanwhile, only 36% of employees are ‘ engaged ’ and 64% are either ‘miserable’ or just ‘going through the motions’.

Metrics 59

Metrics Blog Leadership Engagement 59

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. “Yes, but what do you do?

Social Media 52

Social Media Government Customer Care Transportation 52