Thu.Apr 02, 2020

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How to Manage a (Suddenly) Remote Customer Support Team

Solvvy

You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. They’re not used to this, and neither are you. The support tickets are piling up, and customers are getting frustrated.

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Understand Your Employees’ Current-State Journey

Heart of the Customer

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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3 things to consider with your CX program during COVID-19

iPerceptions

COVID-19 is impacting businesses and customer behavior worldwide. As we all adjust to these unprecedented times, Customer Experience (CX) programs provide a way to help measure, monitor, and address customers' changing needs with both support and compassion. However, it may not be immediately apparent as to what you should do with your existing CX program and surveys to help you do this.

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How to Rebuild Your Team (5 Steps to Rebound From Temporary Lay Offs)

Michel Falcon Experience

Many things can cause a team to be dismantled. Having not built the right team from the beginning can cause you to have to rebuild. Of course, things such as Covid-19 and a recession can cause this too. In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. Stay in Touch (overcommunicating is a good thing).

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

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!

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How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

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.

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Assessing your Contact Center Solution

NICE inContact

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

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3 Quick Tips for the Things That Will Go Wrong with Remote Workers

Myra Golden

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.

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Making the Automotive Service Experience Exceptional: Part 3 of 3

InMoment XI

Taking Care of Your Customers “After” This is the last of three blogs discussing an exceptional Service Experience. The first two looked at what happens Before and During the service. Today we’ll look at what happens After vehicle servicing is completed. As a quick reminder, an exceptional Service Experience cannot be understated. Not only do we want owners to return.

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Customers Are Watching How You Handle This Crisis

Second to None

Do Consumers Trust Your Brand? A recent survey of 1,000 people in 12 countries, including the United States, U.K. and China, on brand trust and the COVID-19 pandemic from the 2020 Edelman Trust Barometer found there’s an almost unanimous worldwide belief that brands have a critical role during this trying time. People expect the global socioeconomic and political challenges posed by the coronavirus crisis, as well as the existential threats of widespread illness and unprecedented isolation, to b

2020 54
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Dentists Can Play an Active Role in Healthcare’s COVID-19 Response Through Teledentistry

West Monroe

As if the dental market wasn’t already changing fast enough, enter COVID-19. Dentists across the country, from independent practitioners to those in large DSOs, are facing restrictions to provide only emergency care. With that, the list of challenges grows long, including how to retain and support employees, how to maintain relationships with existing patients until the public health crisis has abated, and how to survive financially.

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Orchestrating Customer Experiences With Emotional Intelligence

Kitewheel

If you understand your customers’ needs, you can deliver useful or positive customer experiences for them no matter the circumstance. With so many consumers engaging in social distancing, traditional marketing, sales, and customer service programs need to change. Digital transformation is no longer optional. You must build out the digital experience at your business to meet the current customer need.

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Understanding Conversational AI Technology

Interactions

On our blog, we talk a lot about the benefits of Conversational AI and Intelligent Virtual Assistants. From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways. But in this blog we are taking it back to basics to discuss the technology itself—specifically Conversational AI: how it works on a technical level as well as what you should look for to make sure the technology works in your business. .

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What’s it like to work with Confirmit?

Confirmit

Thinking about working with Confirmit? Find out what it's like to partner with us for your Market Research, Customer Experience or Employee Experience activities. In this video you'll hear from clients around the world who rely on Confirmit's solutions to help drive their businesses forward. One thing you'll hear is that while clients love the Confirmit's technology - whether that's our digital feedback solution, text analytics tools, survey designer or data visualisation

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Over-Surveying Your Customers is Killing Your Business

Opinionator

How can over-surveying your customers ever be bad? We all know that regular surveying of customers is a great way to find out what you’re doing well, and what needs improving. The insight is especially valuable if the feedback is from your most passionate customers. These are the ones who not only buy from you, but are willing to spend their valuable time giving you feedback.

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Ecotricity Leads the Charge to Improved CX and Payment Security

CSM Magazine

Ecotricity leads the charge to improved CX and telephone payment security with New Voice Media and PCI Pal Agent Assist. Launched in 1996, as the first business to champion the green energy revolution, Ecotricity is now the UK’s leading green energy provider to homes and businesses: supplying wind, hydro, biomass and solar power and electric charging points around the country.

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Opentalk 2020 is now a free virtual event!

Talkdesk

We recognize it is now more important than ever to connect with your peers, innovators and industry experts. That’s why we’ve transformed Opentalk 2020 into a virtual event — all online, at no cost to you. Save the date now for May 6, 2020. Opentalk 2020 Virtual is a free immersive experience that will give you access to extraordinary insights from the most innovative speakers in customer experience (CX).

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5 Human-First Product Management Considerations to Make During COVID-19

Gainsight

This is a challenging time for each one of us—whether as an individual or as a business. In these difficult times, it is more important than ever to keep a human-first approach in mind for all of our decision-making. Especially in the way we build our products as we touch many human lives with them. Aligning on What Matters. As a Product person, you’re not just responsible for making your boss or board happy, you’re responsible for the success of your users and the wellbeing of your teammates.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Joe Exotic VS the Coronavirus

NetBase

In times of pandemic you need distraction to keep a level of normalcy in your life. Enter Joe Exotic, who is only one charismatic leap from our current surreal state, to another more deliciously seasoned consomme of mind-blowing realities. There will be no spoilers here, but instead we will peel back some of the layers to reveal how Tiger King is meeting consumer’s need of distraction, and how your brand can do the same!

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THE #CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE #6 – Drums, Guitar, Bass, BVs, 2nd Guitar & LVs

Ian Williams

Right, the final #coronaviruscantstopus video, now with lyrics… Many thanks to James Dodkins , William Carson – Ascensos , and Bentaro Rifferashi for making this happen. It wouldn’t have kicked off had James not taken upon himself to create the first guitar piece on top of my drumming, so my hat goes off to him. We’ve hopefully bred a message of hope, fun, safety and most important collaboration.

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What Criteria to Define the Best AI Chatbots?

Inbenta

Best AI chatbots have a purpose. A chatbot should always be created with a specific purpose in mind and that purpose should be at the center of its functionalities. Indeed, the best AI chatbots are often built in order to help a business and there are many ways for an AI chatbot to be of help, so let’s review some use cases. Relieve Customer Service department.

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Adjust your XM strategy to align with these 5 shifting consumer trends

SMG CX

Industries across the board are having to prove their agility to keep up with the ever-evolving needs and expectations of customers during the COVID-19 pandemic. In such uncertain times, it's the brands that remain responsive and adaptive that will win customer loyalty and stay ahead of the curve.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Quick Ways to Adjust Your Communications for COVID-19

Optimove

In the past few weeks, I have had many meetings with clients – b2c/d2c brands from different verticals – who all seem to ponder over the same question: what’s the best way to communicate with your customers in such uncertain and sensitive times? It’s impossible to keep up their planned campaigns with spring holiday themes and regular promotions that talk about standard routines.

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Brand Move Roundup – April 3, 2020

C Space

The Brand Move Roundup – April 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

2020 52
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Tips for Using Social Media Community Management to Connect with Customers During Volatile Times

ReviewTrackers

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A Letter from our CEO: We Are Here For You

Second to None

April 1, 2020 In the matter of just a few weeks, each of our worlds have been dramatically altered. Businesses are shuttered. The economy is reeling. We wake each day to new uncertainties. And our nation is proudly pulling together to fight this pandemic. We recognize and honor just how trying life has been for you. And how our patience, faith and hope will be tested in the days ahead.

2020 48
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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