Sat.Apr 18, 2020 - Fri.Apr 24, 2020

Empathy is the most important driver for business. Here’s why.

Hello Customer

How can empathy make a difference as we are all adapting to a changing world? Last week we hosted a strategic session with some of our customers, together with Steven Van Belleghem. During this session, they had the chance to put some of the biggest challenges they’re facing on the virtual meeting room table. In this blog post, we gladly share some of the insights with you. The key take-away? Empathy should be the most important driver in the decisions you are (planning on) taking.

How to keep your customers top-of-mind during a crisis

iPerceptions

A crisis can have reverberating effects on the day-to-day of customers and brands alike. Customer Experience Voice of the Customer

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How Are You Supporting Your Customers Now?

Daniel Group

As we all continue to navigate through the Clovid-19 crisis, we hope that you, your families, and companies are safe and well. At The Daniel Group, we continue to strive to help our clients adapt to ever-changing business environments and supporting your customers. First, I want to share with you my latest blog, Customer Feedback during the Crisis: More is Better. Here I provide what we are learning from our clients’ customers during this pandemic.

Writing a CRM Plan: Useful Tips for Students

CSM Magazine

Customer Relationship Management (or CRM) is a phrase used about how your organization engages customers. It is often assumed that CRM implies a system used in capturing information relating to customers. However, it is important to reiterate that this is only a small part of the bigger picture. Effective CRM involves the use of tech to college data needed to offer improved services and support to customers.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Four Reasons Artificial Intelligence is the Next Step for Your Contact Center

NICE inContact

Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today. AI Do More With Less

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How to conduct B2B customer surveys that provide ROI

Lumoa

Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems. Feed generated with FetchRSS

ROI 174

Virtual Journey Mapping Bootcamp: May 19 & 20

Kerry Bodine

We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see.

TRUSTING Your Team to Do What’s Right: University of Minnesota Bolsters Staff Through Trust

Customer Bliss

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. In today’s “Daily Dose,” I want to talk to you about the wonderful gestures that so many companies are making on behalf of their employees.

Webinar: Now is the Time to Reinvent Your CX Program

MaritzCX

In 2020, CX programs continue to struggle to function at a state-of-the-art level. But the events of COVID-19 have made it more important to act now–and pivot to a customer-centric approach. On Thursday, April 23, join guest speaker Faith Adams, senior analyst with Forrester, and Eric Smuda, CX strategy and enablement with InMoment, as they discuss. View Article. General

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Review & Refresh Your IVR: Make Life Easier for Customers

NICE inContact

One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling. Advantages of the Cloud Call Center Best Practices AI CXOne

System 131

How To Help During The Pandemic: Figure Out Your Zone of Genius

Kerry Bodine

A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks. My main takeaway was Gay’s framework for describing four “zones” that we all function within: The Zone of Incompetence: When you’re in this zone, you’re doing things you’re not good at — and that others are. Gay suggests we all avoid doing these tasks by delegating them to someone else or finding another workaround.

How to Drive More Revenue with NPS, CSAT, and CES

GetFeedback

Join GetFeedback and TEDx speaker Jeannie Walters in this on-demand webinar, as we share ways to quantify your feedback data and the different actions you can take to improve customer relationships and drive business revenue. . Webinars

NPS 183

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

Calabrio

In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How the Cloud Contact Center is Helping Businesses Adapt to COVID-19

NICE inContact

The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes. Call Center Best Practices Call Center Compliance

Why Offering Virtual Learning is Crucial, But Not Enough

Experience Investigators by 360Connext

Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers has with your brand, built on every interaction and emotion along the way. It’s about employee experience, ensuring your employees feel connected to the mission and empowered to deliver the best possible experience. It’s about your entire organizational culture, representing consistent values both inside and out.

Course 110

5 Ways AI Can Help Call Centers in Crisis

Jacada

It’s fair to say COVID-19 has changed the way businesses operate. Compare everyday life today with your daily concerns from a month ago. The difference is pretty stark. Like everyone else, call centers have been reeling from the aftermath of the coronavirus. Paul Stockford, National Association of Call Centers Research Director, raised concerns about what he called a “pretty high” risk of exposure in those working environments.

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

Calabrio

Last week, I talked about some of the inspiring ways our customers are tackling the challenge of coronavirus and strategies Calabrio is using to aid our customer network. Staying positive can be difficult now, and that’s why sharing positive stories from our network is so important. As leaders, our role is to help our people understand what is going on—with our company, our employees and partners, and within our communities.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Review & Refresh Your IVR: Make Life Easier for Customers

NICE inContact

One of the top ways to make life easier for customers is by improving (or implementing) your interactive voice response (IVR) system. IVR is an automated self-service voice menu that accelerates resolution and improves routing. It integrates with your automatic call distributor (ACD), leveraging natural speech to collect caller information and determine optimal handling. Advantages of the Cloud Call Center Best Practices AI CXOne

System 120

Amazing Business Radio: Eric Chester

ShepHyken

Start by Being a Great Place to Work. Hiring the Right Employees to Deliver Exceptional Customer Service. Shep Hyken interviews Eric Chester.

How To Overcome Security Concerns With #WFH On the Rise

Jacada

How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications. Overcoming security and privacy concerns and remaining compliant with governmental regulations requires call centers to walk a tightrope. They need to ensure agents have the tools they need while maintaining customer confidence.

Sustainable, Local, Ethical: How is Covid-19 Changing Our Shopping Habits?

Brandwatch CX

Covid-19

90

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How the Cloud Contact Center is Helping Businesses Adapt to COVID-19

NICE inContact

The COVID-19 pandemic has fundamentally altered every aspect of our lives. For government agencies, the stakes have never been higher. Agencies responsible for providing essential services to citizens have been forced to take drastic action in order to continue to provide those services while protecting employees that are fielding an exponential increase in call volumes. Call Center Best Practices Call Center Compliance

There’s Magic in Managing the Details

ShepHyken

“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer.

Remote Assistance Software for Technicians: What to Consider

TechSee

During the COVID-19 crisis, every company wants to continue providing uninterrupted service. From utility companies and communication services providers to insurers and consumer electronics suppliers, the two main challenges are ensuring service delivery and protecting their most essential workers: field technicians. This has prompted many organizations to explore innovative technologies such as remote Visual Assistance.

The Pandemic Recipe Book: Baking on the Rise During Lockdown

Brandwatch CX

Covid-19

80

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!