CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Consider questions like: What do customers need to know during this time of crisis?

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

BlueOcean

JULY 27, 2022

Questions abound: What does remote work mean for long-term network management? What lessons will we learn from the massive amounts of customer data accumulating throughout this crisis? Download your free guide today to get viable solutions to these and many other emerging issues in this uncertain landscape.

Contact Center 156

Contact Center Tips Culture Data 156

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations.

Sales 156

Sales Marketing Advertising Customer Care 156

BlueOcean

APRIL 28, 2020

Even after the immediate threat is over and the adrenaline of crisis management has done all it can, there will be long-term shifts in how we work, communicate, shop, and behave. What does remote work mean for long-term network management? Will more businesses shift from on premise to cloud solutions? We get inventive.

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. Many of our contact center customers are using our AI solutions ( Chatbot and Agent Assist ) to deal with these issues and react swiftly to the crisis.

Contact Center 131

Contact Center Chatbots ROI Knowledge Base 131

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. Many of our contact center customers are using our AI solutions ( Chatbot and Agent Assist ) to deal with these issues and react swiftly to the crisis.

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. However, managing corporate reputation could be tricky for many companies. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further.

Strategy 116

Strategy Management Social Media Brands 116

CSM Magazine

DECEMBER 13, 2023

To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Managing customer complaints is still vital to ensuring your company’s customer satisfaction. Focus on finding practical solutions and offer alternatives to rectify the situation.

Customer Service 52

Customer Service CRM Call Center System 52

ClientSuccess

AUGUST 28, 2020

Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. Here are three ways customer churn software can help improve customer relationships during a crisis: 1. And at the top of this list, of course, is customer churn.

Customer relationships 95

Customer relationships Software Customer Journeys Customer Success 95

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. During a crisis, that support and guidance should rely on a clear understanding of your customer and engagement based on facts, not guesswork. Tips on Communications During a Crisis. Segmentation and Support. Deliver Value. Deliver Value.

Communication 126

Communication Strategy Metrics Customer Retention 126

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. It was the perform storm for a customer experience crisis! Thematic is proud to continue this journey with them!

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

QuestionPro Audience

APRIL 23, 2018

One way to read the tea leaves right in this situation is to analyze Starbuck’s initial reactions — relating them to effective PR best practices and comparing to how other companies have overcome a public crisis in the past. Taking responsibility and apologizing are only the first steps in any public crisis. off coupons.

Brands 170

Brands Social Media Case Study Video 170

BirdEye

SEPTEMBER 8, 2023

That’s why online reputation management (ORM) is not just an optional strategy; it’s a necessity. Here are five tips to help you master online reputation management in the financial services sector. Table of contents What does online reputation management for financial service firms mean?

Financial 105

Financial Tips Management Social Media 105

Lithium

FEBRUARY 7, 2023

Hospitality Brands: Facing the Pressure with Digital Solutions + NEW AUDIBLE VERSION - It’s clear that travel brands need to expand their reach into new channels and customer engagement methods, but what might be the best path to accomplish this? Read or listen to find out!

Self Service 52

Self Service Social Media Hospitality Omni-Channel 52

Clarivate

OCTOBER 5, 2023

A 2020 report by McKinsey & Company found that organizations that invested in innovation during the financial crisis of 2009 outperformed the market by 10% during the crisis and by 30% in the post-crisis years. The value of investing in change during challenging times has been demonstrated historically.

Strategy 59

Strategy Competitive Advantage Financial Innovation 59

Talkdesk

OCTOBER 14, 2020

Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt. A debt collection crisis is threatening the financial services industry.

Self Service 105

Self Service Banking Contact Center Omni-Channel 105

CSM Magazine

OCTOBER 5, 2023

Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service. Scott Muncaster, Managing Director of customer service specialist, three rocks, said: “Our research found that there is a real appetite for automation and AI when eating and drinking out, as long as it provides a better service.

Customer Service 59

Customer Service Self Service Poor Customer Service Hospitality 59

Lithium

JANUARY 3, 2023

Managing your brand during a crisis As we’ve learned over the past year, a crisis can occur at any time. Being prepared for a crisis, be it political, social, public health-related, or something else we can’t imagine yet, is essential. Take a tour of our Accelerated Community Management solution.

Self Service 52

Self Service Guidelines Contact Center Trends 52

ChurnZero

APRIL 21, 2020

A team that is well informed and emotionally calm will be able to better listen to the concerns of your customers and respond with appropriate solutions that will help the customer through their own upheaval, while also offering a sense of reassurance that your company understands and supports them.

Customer Success 97

Customer Success Strategy Measurement Customers 97

TechSee

DECEMBER 2, 2020

The hype around remote visual support, accelerated by the extreme restrictions and limitations brought about by the COVID-19 crisis, is an excellent example of how misconceptions can take root and obfuscate the business benefits of innovative and practical technologies. Myth #4: All remote visual assistance solutions are alike.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

CSM Magazine

MARCH 26, 2024

A friendly, knowledgeable agent who knows how to use contact center solutions leaves a lasting positive impression, while a negative experience can tarnish the brand image. Learn more about contact center solutions at InflowCX.com.

Contact Center 52

Contact Center Brands Social Media Call Center 52

NobelBiz

APRIL 7, 2020

The Culture of Health is one of the essential must-haves in crisis management, as Contact Centers must quickly evaluate the risks, the problems and the solutions regarding how coronavirus affects their business and employees. The post How to Lead During a Crisis: Learn Why Health Culture Matters appeared first on NobelBiz®.

Culture 59

Culture How To Contact Center Management 59

Inbenta

JUNE 16, 2020

Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. As a consequence, CERN asked our partner Ilem to support them with the implementation and enrichment of a Chatbot solution in order to manage this explosion of requests. Collaboration Success Story: CERN.

Customer Success 95

Customer Success Chatbots Knowledge Base Travel 95

NetBase

MAY 6, 2020

brand crisis can begin in many ways – and most often it comes out of nowhere. Whether it’s caused by a marketplace disruption or a negative social media post, it pays dividends to have an agile crisis plan in place to help your brand adapt to the unexpected. The sooner a brand notices a crisis emerging, the better.

Brands 64

Brands Management Social Media Metrics 64

ShepHyken

JUNE 12, 2020

She provides crisis management strategies for call center employees during challenging times such as COVID-19. These businesses are demonstrating that, in times of crisis, they can adapt quickly for operational continuity. So what exactly are your call center staff most likely to want to know during times of crisis?

Call Center 92

Call Center How To Policies Culture 92

CSM Magazine

JULY 12, 2023

As terrible as the toll on life has been from this crisis, the impact on businesses would have been far more severe if it weren’t for the advancements in digital technologies. It is a user-friendly solution that provides easy access to all crucial data. Let’s explore them together!

Software 52

Software Transportation Hospitality Technology 52

transcosmos Information Systems

APRIL 23, 2017

Here are 10 useful tips to manage business continuity during a crisis and ensure IT resilience. Appoint a Business Continuity and Disaster Management Team. Answering these concerns will help you map out a business continuity and disaster management plan that actually works. Implement preventative solutions.

Tips 87

Tips Management Case Study System 87

ViiBE Blog

AUGUST 31, 2020

They have experienced higher levels of success despite the challenges presented during the crisis. This includes independently finding solutions to problems that would typically prompt them to seek help in stores or request that a customer service technician come help them at home. Increasing support tickets.

Company 98

Company Omni-Channel Self Service Travel 98

ClientSuccess

APRIL 1, 2020

For those of us keeping up with the recent news cycle, the questions surrounding COVID-19 and the impact this crisis will have on the economy keep coming. Outside of the obvious questions surrounding the health risks of your friends and family, there are new reports coming out daily on how industries are coping with this unprecedented crisis.

Customer Success 52

Customer Success How To Hospitality Industry 52

Forrester's Customer Insights

JULY 23, 2020

The pandemic is affecting different industries and businesses in different ways, so CIOs and other tech leaders must be mindful of their company’s situation, revenue outlook, and resources as they manage through the crisis.

Leadership 29

Leadership Management Innovation Resources 29

Bold360

APRIL 1, 2020

Before we explore solutions, let’s scope out the problem. As one company executive recently explained to VentureBeat: “businesses are [now] looking for solutions that will allow them to solve customer problems while also ensuring the safety of their workforce through appropriate social distancing measures.”. COVID-19’s Double Whammy.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

Totango

JUNE 2, 2020

Having a good customer success crisis plan can help you maintain good relationships with customers. It can mitigate the effects of a crisis on your employees’ productivity and (even more importantly) their health. So what does a good customer success crisis plan entail? Managing Customer Success in a Crisis.

Customer Success 62

Customer Success Customers Communication System 62

ShepHyken

OCTOBER 9, 2020

Online shopping is easily declining (USA saw an 18% decrease in June versus May) proving once again that Brick and Mortar stores could hardly ever be defeated by a digital revolution, even in times of a serious health crisis. By using multi-channel, retailers manage each of them separately: offline, online, loyalty programs, etc.

Retail 135

Retail Customer Experience Multi-Channel Omni-Channel 135

Magellan Solutions

NOVEMBER 28, 2023

Magellan Solutions can help you maintain smooth operations with 24/7 call center services. Welcome to Magellan Solutions, where the clock’s ticking is our cue to excellence. Magellan Solutions’ Expertise: Elevating 24/7 Dispatch Services 24/7 dispatch services are essential for businesses to succeed.

Competitive Advantage 52

Competitive Advantage Call Center Customer Retention Resources 52

Eptica

SEPTEMBER 10, 2020

19% of UK contact centres revealed that they were looking to update their call recording solutions. You might also be interested in these posts: Turning a crisis into an opportunity: greener and more sustainable contact centres. 19% of UK contact centres revealed that they were looking to update their call recording solutions.

Call Recording 74

Call Recording Trends Analytics Technology 74

C Space

APRIL 3, 2020

The Crisis Playbook, Part 1: Business Tactics During, and After, COVID-19. Managers: Seeking business continuity and stability; having to make some difficult decisions in the short term but confident that they can ride out this storm in the medium term. How we work needs a radical rethink. Sam Rothkopf. Chief Development Officer.

Entertainment 75

Entertainment Communication Healthcare Strategy 75

CSM Magazine

JANUARY 8, 2024

” This was the desperate plea from a major, global healthcare solutions company – and one of our customers here at Sabio – after a devastating ransomware attack had crippled their internal IT infrastructure. But what about the contact centre solution that is vital to its operations?

Groups 52

Groups Healthcare Multi-Channel System 52