Fri.Mar 20, 2020

Giving Employers a Pulse on Employee Needs During COVID-19

Vision Critical

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days. Employee Engagement

Survey 130

Are You Using This Valuable Marketing Tool For Growth?

Beyond Philosophy

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic.

Tools 102

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What Makes a Chatbot Conversational?


Different types of chatbots. First and foremost, it is important to differentiate the various types of chatbots available in the market. From simple menu/button-based chatbots to conversational AI chatbots , they’re not equals as they can be using different types of technology.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience


This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged.

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.

Get your contact center staff working remotely NOW


An unprecedented challenge. The coronavirus pandemic is like nothing in our lifetime. Every day brings more global news of measures to control the spread of the virus — closure of schools, restaurants, stores, sporting events and more. Social distancing is the mantra of the day.

More Trending

Can I Work a Customer Service Job from Home?

Customers That Stick

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses.

Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience


This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged.

Work From Home Tips - Part 3


It's Friday! And, boy, it's been a long week. On Monday I posted tips for quickly setting up a home-office , followed by a post on Wednesday with some advice for secondary things that may make your mandatory work-from-home status a little easier.

Tips 67

How Will Advertisers Reach Sports Fans with The World Stuck Inside?


With no real end of the Coronavirus, aka Covid-19 in sight, how will companies and brands reach sports fans on their couches, when so much of their regular advertisements are typically tied up in live sports?

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.

Google My Business: Using the Bulk Location Feature and Managing Bulk Edits


If you have a multi-location business, then time is of the essence. Marketing efforts should always be leveraged to work across every unit for cost and time efficiency, and to ensure brand alignment.

Tools 65

How to Get Creative and Have Some Fun with Bizagi Modeler!


Many of us have been forced to work from home during these uncertain times. Here at Bizagi, we’re making sure that all our employees, customers and partners are looked after and doing everything necessary to ensure business continuity.

Customer-Centric Voice of the Customer


Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric?

5 Reasons Why Product Experience Is More Important Now Than Ever


It’s times like these that really put what’s important into perspective. Nick recently wrote a great post detailing five major reasons why customer success, and its impact on retention, is existential for businesses during a downturn.

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.

Learning the Benefits of Virtual Training

Integrity Solutions

Today, there’s a lot that we can’t control. But there’s a lot that we can. Virtual learning is one way to maintain connection to business goals- and each other. So, you’re suddenly working from home. Join the club! No, literally, join the club.

5 Tips To Be An Effective CSM Leader In Difficult Times


Your CSM team is on the front line every day keeping your customers successful. They wear a multitude of hats to keep the business thriving. From strategists, to cheerleaders to therapists, they help your customers drive outcomes to support retention and growth.

Tips 56

7 Tips for Managing a Remote Customer Support Team

Team Support

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team.

CX Club – Round 9 – Company Culture

Ian Williams

In this next video in the CX Club series, Adrian Snook from Learning Accelerators and Ian Williams from Jericho look at company culture in terms of the way it relates to customer experience. Is there such a thing as a single company culture? customerexperience #cx #cem #culture #companyculture. __.

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.

[WEBINAR] Work From Home Goes Viral: 10 Lessons to Elevate Remote Agent Experiences


CX teams and companies with contact centers are scrambling to manage remote teams as the Coronavirus (COVID-19) spreads around the globe. CX Culture

What is ‘Effective Customer Engagement Strategy’ in the Age of COVID-19?


Customer experience (CX) is fast overtaking price and product as a key brand differentiator. And in a world where social distancing and even sheltering-in-place have become the new norm, an omnichannel approach is now more important than ever.

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance


The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” Or do they?

Consumers’ Values Should Direct High Stakes Crisis Response


You’ve spent years building your brand and one hiccup sends things south. Do you have an action plan in place to respond quickly? Hotwire Global understands that consumers’ values should direct any high stakes crisis response, as do other online leaders with their ears to the ground.

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.

5 Proven Benefits Of An Order Taking Call Center

Magellan Solutions

Outsourcing an order taking call center is the ultimate choice. Along with convenience, personalized service is one of the keys to enhancing customer experience. . While there’s nothing wrong with an automated answering service, this is not what customers prefer.

The importance of video connectivity in today’s crisis


Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. Published on: March 20, 2020.

Email Marketing in the Wake of COVID-19: Keeping your program healthy


The COVID-19 pandemic currently impacting our world is something I once only believed was possible in Hollywood movies – schools being closed for more than a month in some areas, entire companies forcing employees to work from home, restaurants and bars closing and the scary thoughts of how this is impacting our economies all while we worry about keeping ourselves and our loved ones safe and comforted during the ever-changing turning of events while they unfold. It’s a lot to take in.

Protected: Text & Translations – More Than Meets the Eye


This content is password protected. To view it please enter your password below: Password: The post Protected: Text & Translations – More Than Meets the Eye appeared first on SurveyGizmo. Survey Tips

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.