Co-authored by Thu Nguyen, Five9 We’ve been hearing for years that digital transformation is crucial for business success. But, with COVID-19, that need has...
Co-authored by Thu Nguyen, Five9 We’ve been hearing for years that digital transformation is crucial for business success. But, with COVID-19, that need has accelerated because stay-at-home mandates have forced organizations to get remote teams up and running, allowing them to engage with their customers and internal teams. How will this transition permanently impact workflows, applications and communications? How can you plan for the next emergency and help your customers...
Co-authored by Thu Nguyen, Five9 We’ve been hearing for years that digital transformation is crucial for business success. But, with COVID-19, that need has accelerated because stay-at-home...
Tips for leveraging Knowledge Management to provide answers and guidance to your customers during a time of crisis, when resources are strained. Is your company...
Tips for leveraging Knowledge Management to provide answers and guidance to your customers during a time of crisis, when resources are strained. Is your company struggling to navigate the impact COVID-19 is having on your support organization? Depending on your business, customers probably have a lot of questions, such as “Is your company still open?,” “Can I order online?,” “How long will delivery take?,” “Can I do curbside pickup?,” and “What are your safety handling...
Tips for leveraging Knowledge Management to provide answers and guidance to your customers during a time of crisis, when resources are strained. Is your company struggling to navigate the...
For organizations that are inundated by customer service inquiries due to COVID-19, it’s critical they understand what’s working and what isn’t, because they...
For organizations that are inundated by customer service inquiries due to COVID-19, it’s critical they understand what’s working and what isn’t, because they have to quickly pivot their customer service approach. Organizations need to rapidly respond to changing information and ease the shift from the contact center to provide remote service. Companies that can support new and unpredictable customer inquiries are those with flexible knowledge management solutions,...
For organizations that are inundated by customer service inquiries due to COVID-19, it’s critical they understand what’s working and what isn’t, because they have to quickly pivot their...
This post is for all B2C Service customers. It is all about managing their configurations and customizations in few clicks or by an automatic CI/CD process.
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer...
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer service agents, one thing is certain: these strategies will play a significant role in the future of the customer experience. While COVID-19 has forced many organizations into a WFH strategy – and a crash course in digital transformation – some organizations were already on this journey. As we move past COVID-19,...
Coauthored by Joe Testa, OpenMethods As organizations and government agencies grapple with work from home (WFH) strategies for their employees, often customer service agents, one thing is certain:...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number,...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number, carefully select your path through a maze of options, and explain your problem. This can take a while. You then find out that you have to be transferred to someone else and have to repeat everything you have just told the first representative you spoke to! Being the customer experience diva that I am, I have no problem...
My number one pet peeve when I call into a customer service department is one that I think everyone can relate to. You call the customer service number, carefully select your path through a maze of...
Did you know that 79% of opportunity-related data collected by sales reps is never entered into their CRM? That’s not hard to believe. Your reps’ days are busy...
Did you know that 79% of opportunity-related data collected by sales reps is never entered into their CRM? That’s not hard to believe. Your reps’ days are busy and it’s hard for them to find the time to log into the CRM to make updates. As a result, business critical CRM data falls through the cracks. Here at Oracle, we make tools carefully designed for how sellers like to work. In fact, we empower reps to work from the systems and devices they already use, giving them a...
Did you know that 79% of opportunity-related data collected by sales reps is never entered into their CRM? That’s not hard to believe. Your reps’ days are busy and it’s hard for them to find the time...
Imagine your internet stops working. You call your provider and make arrangements for a technician to come to your home and fix it. When the scheduled day...
Imagine your internet stops working. You call your provider and make arrangements for a technician to come to your home and fix it. When the scheduled day comes, you can’t leave your house until they arrive. It's stressful to wait. You’re unable to predict the actual time of their supposedly ‘scheduled’ visit. The whole ordeal is miserable. It wasn’t so long ago that broken Internet service was an issue I think my family experienced more often than the average American...
Imagine your internet stops working. You call your provider and make arrangements for a technician to come to your home and fix it. When the scheduled day comes, you can’t leave your house until...
This blog, originally published Dec. 2, 2019, has been updated with a new video. Companies like Uber and Lyft have been around for a few years now, and the...
This blog, originally published Dec. 2, 2019, has been updated with a new video. Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the customer experience and the expectations around service can’t be overstated. In fact, the term “uberization” has been so overused, there is a certain exhaustion that comes with every mention. But, the impact has been substantial. The expected experience these services have created has carried over...
This blog, originally published Dec. 2, 2019, has been updated with a new video. Companies like Uber and Lyft have been around for a few years now, and the impact they’ve had on the...
