Trending Articles

Customer Experience Will Be The Reason Businesses Survive COVID-19

MaritzCX

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.

Education And Healthcare Employees Are Most Impacted By Companies’ COVID Response

Experience Matters

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.

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Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

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.

Redundancy: Preparing Customer Care for Crisis Situations

BlueOcean

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….”

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Best Practices for Financial Services Surveys during COVID-19

Vision Critical

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.

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Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest

Experience Matters

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. Customer experience

The Big Advantage of Being Small

NICE inContact

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.

5 Ways to Connect the Learner’s Journey to the Employee Journey

Experience Investigators by 360Connext

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.

COVID-19 Lessons That Can Improve All Patient Experiences

Aveus

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.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Create your own Atlas(s) in your Projects

SuiteCX

SuiteCX Creates the Atlas. View our video tutorial on the SuiteCX Brand Channel. We are excited about this one! What is a Customer Journey Atlas?

Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters

Comm100

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.

Best Practices for Survey Activities during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Seven)

Calabrio

As we enter the last few weeks of May, countries, markets and businesses across the world are figuring out how we can safely return to our physical spaces for work, entertainment, school, shopping and more. When we started to work from home several weeks ago, there was no playbook.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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

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.

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How Businesses Can Put Their Customers at Ease During Covid-19

Steve DiGioia

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.

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How to justify A CX program to your CEO

Lumoa

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Feed generated with FetchRSS

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The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How Has The Pandemic Changed Your Customers’ Journey?

Wired and Dangerous

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.

Enhancing the product registration process with remote Visual Assistance

TechSee

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.

Necessity Is the Mother of Invention

Heart of the Customer

Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime.

How to Optimize Your Website (Explained Using a Real Example)

Joe Rawlinson

Optimizing your website is easier said than done. A lot of business owners are under the impression that all it involves is simply creating a visually-appealing site and then sitting back and waiting for results.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Amazing Business Radio: Jeff Nicholson

ShepHyken

Leading with Empathy. Revolutionizing Your Customer Service for an Uncertain Future. Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience.

Will Zoom Become a Customer Experience Tactic?

Michel Falcon Experience

In this episode, I welcome Troy (@troy), the co-founder of Juice Marketing (NYC) and we chat about: – If Zoom meetings will become more popular than face-to-face interactions with customers. – How to identify what type of interaction each customer wants.

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How to Train Remote Agents

UJET

Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience.

5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks customer experience customer service customer service reporting

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.