Wed.Mar 25, 2020

5 Signs You Need to Improve Your Contact Centre’s Agent Experience

NICE inContact

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX).

It’s A Perfect Time To Show Our Humanity

Experience Matters

One of our principles for making changes to your Experience Management (XM) programs, SHOW HUMANITY, is critical for all of us right now. The post It’s A Perfect Time To Show Our Humanity appeared first on Experience Matters. Empathy

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Introducing The Optimism Report: Highlighting Grand Acts of Humanity

Customer Bliss

Today, I’m introducing something new that I’m calling The Optimism Report. Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kind of person. So what I want to share with you are acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. Addressing Employee Welfare Through Your Business Decisions.

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Keep Moving Forward Through These Difficult Times

Steve DiGioia

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do.

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A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

5 Best Practices For Crisis Communications During COVID-19


If you’re like me, you probably feel like the world we live in is completely different from what it was even just a few weeks ago. Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. It’s also clear that no one was 100% prepared for the pace at which this new normal came about.

More Trending

3 Tips on How to Frame an AI Chatbot Project


Define the stakes and set clear objectives. My company would like to set up an AI chatbot. Sure, but what are the objectives? There may be several internal needs that meet several objectives and they must be well defined beforehand. For example: Improve user experience: By adding a new self-service tool. Available 24/7. Make it easier to navigate and search for information on the desktop site. Better manage contact flows: Reduce the number of calls with low added-value.

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What Is Automated Customer Service & Why It Is Important

ProProfs Chat

Implementation of automated customer service is no longer considered an innovative competitive advantage but an essential way of staying competitive.

An update to our customers regarding COVID-19


We would first like to share our heartfelt support to all those affected by COVID-19. You are foremost in our thoughts as we navigate this pandemic and its impacts together

How To Increase Morale And Collaboration Virtually

The DiJulius Group

1. Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage. Read Full Article. The post How To Increase Morale And Collaboration Virtually appeared first on The DiJulius Group.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Communicating In Anxious Times

Martin Hill-Wilson

I’m inspired by all who are keeping things going. Health workers, emergency services, customer services, volunteers, parents doubling up as home teachers and employees and people running f2f services that need to remain open. The shock of adapting so fast to new realities has hit us all. Whatever getting over COVID-19 means, it will not signal a return to the way things were. Hopefully some of those changes in habit will be for the common good.

Best Tips and Resources for an Efficient Employee Onboarding Process

CSM Magazine

Though you may have created an effective strategy for finding the top talent to work for your organization, no employee comes into work on the first day knowing what to do. It is the responsibility of your human resources staff, training directors and management to get each new hire up to speed.

Managing the Impacts of COVID-19 on Power and Energy with Demand Response


As the world accelerates its response to the COVID-19 pandemic, the increase of stay-at-home mandates by employers and governments to protect community health is leading businesses to shut their doors temporarily or alter the way they do business. The subsequent slowing of the economy requires utilities to prepare for the impact of decreasing power demand Read More. The post Managing the Impacts of COVID-19 on Power and Energy with Demand Response appeared first on Uplight. Industry Insights

An open letter from our CEO

Hello Customer

Dear everyone. First of all, I hope you are safe and healthy. Given the situation, I felt like writing down my thoughts in a message to all of you. I know, it is raining letters from CEOs and by now your inboxes and newsfeeds are probably flooded. Still, I hope you’ll take some time to read this. I am writing this letter from the seclusion of my own home. To be honest, it is the first time in years that I have been here for more than 24 hours straight.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Cisco CCENT Exam: Top Study Resources. How You Can Pass It with Practice Tests?

CSM Magazine

Cisco is a well-known company that has brought transformations in the world of IT. Apart from its unique products, the company also offers training and credentials to those who want to develop in such a popular IT sphere like networking. Beginners and professionals with intermediate or advanced skills can all utilize this certification program. One of Cisco’s leading certifications is the 200-901 DEVASC , designed for those who plan to become network engineers.

What are the 4 main areas of digital transformation?


In today's world, technology will generally do one of two things: expose opportunities for success or threaten organizations that refuse to accept the changing ways of the business landscape. Some might say it's not the fear of digital disruption that compels companies to make changes; rather, it's the digital version of the fear of missing out (FOMO).

Digital healthcare’s next shift? Voice interfaces


While the use of voice to machine interaction in healthcare may still be in their infancy, early initiatives are validating the promise of voice interfaces. Organizations that tap into real-world drivers of adoption will unlock new ways to simplify care journeys and engage patients. Read more at Fierce Healthcare. About the Author.

What is attribution modeling?


A term like marketing attribution modeling may sound a little scary. You may be wondering “Do you need an advanced data science degree to understand it?”. Marketing Attribution

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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.

Connection is everything in the moments that matter


Life-changing events have a way of creating moments that matter that can bring people together. While the current crisis has forced many of us into isolation, it’s also created opportunities to connect in new and innovative ways.

A 24/7 Service Quality Strategy for BPOs


BPOs are in the business of delivering service quality to their clients. As such, quality assurance is essentially job #1 for these service providers, on a daily basis. Evaluating agents’ interactions and running coaching and training programs are all part of the BPO playbook. CX Culture

5 Tips on Setting Up Donations for Your Local Business During the Coronavirus


These are perilous times for small businesses, their owners, and employees. In recent weeks, nearly all of the 30 million small businesses across the United States (and many more worldwide) have been impacted. Of the two million brick-and-mortar storefronts, many have been forced to close their doors – with only some food establishments remaining open, […]. The post 5 Tips on Setting Up Donations for Your Local Business During the Coronavirus appeared first on Fivestars Insights.

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Exclusive Forrester report “Elevate and Scale Your CX Measurement Program”


Read this exclusive report from Forrester, Elevate And Scale Your CX Measurement Program to learn how to Advance Your Measurement Practices for CX Transformation. The post Exclusive Forrester report “Elevate and Scale Your CX Measurement Program” appeared first on Ascribe. News & PR

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

What is the future of enterprise AI?

According to Gartner, 59 percent of companies have already deployed artificial intelligence and machine learning and many intend on doubling the number of AI projects they’re working on within the next 12 months. In fact, by 2022, most organizations will have an average of 35 machine learning or AI projects in place. Underpinning this trend is the simple fact that a growing number of companies see AI adoption as critical to their long-term success.

What to Do if You Are Injured by a Defective Product

CSM Magazine

If you’ve been injured by a defective product, chances are you have medical bills and you’ve missed work. In cases resulting in serious injuries, the injured party may lose the ability to work altogether. The United States Consumer Product Safety Commission reports thousands of product defect-related deaths each year. If you are among those who have been injured, you are far from alone. Manufacturers, distributors, and transporters all have a duty to keep consumers safe.

COVID-19: Providing Employees and Customers Answers in a Time with so Many Questions


We are living in an unprecedented time. In what seems like the blink of an eye, the way we live our lives has been completely transformed in almost every way imaginable. As we respond to the COVID-19 (coronavirus) pandemic we are shifting our behaviors and adapting to a new way of life that affects how we work, shop, eat, interact with one another and more. It can sometimes feel like we are in a world where the questions outweigh the answers.

Marketing Amid Corona: Shows Archive


The COVID-19 global pandemic is impacting all walks of life, including the way professional marketers go about their work. As part of Optimove’s obligation to help our community of professional marketers stay updated with news and insights about best practices, we have launched a short daily live stream, where go over relevant, timely news and analysis. Find more here: Subscribe to the live stream here. Our Coronavirus blog CRM coverage. Our Marketing Amid Corona news insights.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.