BlueOcean
JULY 8, 2020
Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. We were curious what industry influencers are talking about right now and wanted to share our findings here.
Bizagi
JULY 8, 2020
The global economy is reeling in the wake of COVID-19. But even before COVID-19, over two-thirds of CFOs and 59% of economists believed a recession would hit by 2020. For unexpected reasons that possibility became a certainty. In this article, we’ll talk about a few of the ways that technology leaders can prepare for the inevitable economic challenges and possible economic downturn ahead. 1 – Reduce on-prem CapEx in favor of increased cloud OpEx.
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Eptica
JULY 8, 2020
Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). Published on: July 08, 2020. Author: Pauline Ashenden - Demand Generation Manager Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to their customer service questions, whenever a consumer makes contact and whatever channel they choose.
ShepHyken
JULY 8, 2020
Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews?
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
TechSee
JULY 8, 2020
Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance. Remote maintenance is therefore becoming a preferred solution for many field service organizations, as it enables technicians to monitor and maintain customer systems from afar using a range of tools and sensors
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Ecrion
JULY 8, 2020
Your company’s relationship with its audience is one of the most important metrics to focus on. In fact, studies have shown that people are far more likely to interact with a brand that they trust than one they don’t. Interacting with your audience isn’t always optimized, though, which may result in you not getting as much out of your customer relationships as you could.
C3Centricity
JULY 8, 2020
Denyse Drummond-Dunn · What makes a great website? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website.
NetBase
JULY 8, 2020
Brand strategy planning requires accurate and transparent consumer and market intelligence , or you’re starting at a deficit. With endless amounts of data available online, the trick is sorting through it quickly to extract meaningful, actionable insight. And we’re going to show you how! And our recent report on The Importance of Market Insight for Brand Strategy pairs well with our 2020 Report on How Social Analytics is Important to Brand Management for this purpose.
SaleMove
JULY 8, 2020
In today’s contact center, employees use statistics from ACD reports, quality surveys, and staffing systems to adjust routing rules, suggest agent coaching programs, and adjust staff schedules. Many of these employees worked their way up from jobs as agents or supervisors in the contact center, and may even share the “analytics” responsibility with other managerial responsibilities in the contact center.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Team Support
JULY 8, 2020
The right B2B customer support software means never having to say goodbye. In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.
SaleMove
JULY 8, 2020
Check out the previous installment of this series: “The Times They Are a-Changing: Talent in the Contact Center Part 3: Rise of the Machines – Meet the Virtual Agent” In today’s contact center, employees use statistics from ACD reports, quality surveys, and staffing systems to adjust routing rules, suggest agent coaching programs, and adjust staff […].
Lithium
JULY 8, 2020
Don’t forget, Khoros Kudos nominations are open until July 31st , don’t miss out on your chance to show off how your brand delivers world-class digital customer experiences. We're gathering insights from Khoros customers, and need your feedback! Help us out by taking a few minutes to take this Customer Feedback Opportunity. Here are the Atlas highlights for June.
NICE inContact
JULY 8, 2020
Now’s the time to step back and look at how you involve agents in your contact center quality management. Ensuring that they have a stake in the process—and engaging them in your quality process from the ground up—is a huge motivating factor that will help your agents (and your contact center) excel.
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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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Storyminers
JULY 8, 2020
Collaborating with over 11 speakers for over 240 minutes from across the world we delivered our very first global virtual event! Hosted by Nadine Dereza, we showcased how the power of the spoken word can inspire us to reach our true potential even during the most challenging of times. Here are the details on these award-winning businesspeople (who also happen to be pretty good speakers)… “The Rule of 63” The results you want in the future, won’t happen based on what you do today… Reg Athwa
The DiJulius Group
JULY 8, 2020
Giving back to the community is not just about writing a check. Social service should be way more than that. You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations. In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ. Read Full Article. The post 011: Fostering Social Responsibility with DJ Santiago appeared first on The DiJulius Group.
C Space
JULY 8, 2020
The Brand Move Roundup – July 8, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
MyCustomer
JULY 8, 2020
Engagement How to turn customer/employee empathy into action.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Perceptive
JULY 8, 2020
While coronavirus is not the first crisis to hit New Zealand, it has arguably had the biggest, most far-reaching impact on the everyday lives of Kiwis this side of the millennium. The GFC and the Christchurch earthquakes have taught us that brands who acknowledge the grim reality and respond to it in kind are the ones who bounce back strongest.
Magellan Solutions
JULY 8, 2020
Identity theft, money laundering, and online fraud are your business’ biggest enemies. Thousands of pandemic-related fraud reports were revealed since the beginning of the year. In these tragic times where innovation is paramount – many business owners resort to KYC outsourcing services. . What Does KYC Mean? . KYC (Know Your Customer) is the process of verifying a customer’s identity before entering into a business relationship.
MyCustomer
JULY 8, 2020
Loyalty Why you should plan for acceleration, not survival.
Qualtrics
JULY 8, 2020
Find out how you can get back to school with feedback from families, students, and staff at the heart of the actions you take to ensure everyone feels safe, supported and ready to re-start education after the disruption from COVID-19. Some countries have already made tentative steps to getting children back to school, while others have favored a cautious approach, closing schools until the start of the next school year.
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.
MyCustomer
JULY 8, 2020
Engagement How to break the gender bias through empathy.
Qualtrics
JULY 8, 2020
As your people start returning to workplaces, listening and acting on their feedback is more important than ever. Here’s how to do it effectively. Adjusting to new workplace norms amid the ongoing pandemic will take time and significant change management. Many employees are adapting to new ways of working as the employee experience continues to change in dramatic ways.
SurveyGizmo
JULY 8, 2020
By Alli Milne, Andrew Sturtz, Bonnie Demuth, and Ron Quan – the SurveyGizmo Learning and Development Team. On June 30, SG University launched?a new series of courses on Actions. Actions are a powerful component of a survey because they allow a survey response to trigger some kind of task, whether to send a reply saying thank you, or to display a results chart.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
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