Conall

CX Leadership

By Dale Lawrence While many companies have moved most workers to work from home or built in social distancing, contact centers typically have a challenge with social distancing due to the concentration of configured desks in a relatively small space. Apart from cubicle pony walls, most agents can normally reach each other and frequently stand up, walk around and go for breaks together. This means that if one person carries the virus, it doesn’t take long to spread to others. Ideally the agents would work remote, however, many contact centers are unable to access all of the necessary technology to allow

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By Leah Ladipoh Why is empathy important to the customer experience? The answer is simple - but brands will find the journey difficult to navigate. Empathy diffuses frustration, creates brand loyalty and creates a positive feeling of both customer and brand representatives. Leading with empathy will lead to the representative feeling a high sense of job satisfaction and motivation to resolve customer problems. The customer will remember the positive interaction and be happy to continue to patronize the brand, safe in the knowledge that any future issues will be resolved quickly and efficiently. Understand the Customer Case Brands that identify and are aligned with

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By Leah Ladipoh   Brands need to constantly adapt to ever changing demands of customers as information and goods move at an increasingly rapid rate. The customer experience strategy is critical for all modern brands and businesses as the global digital revolution continues. Brands of all sizes need to review this strategy obsessively to ensure that brand messaging, customer service skills and communication strategy are aligned throughout all levels of the organization. Being empathetic within the customer experience strategy must be considered from foundation to implementation when a brand develops or shifts the narrative of the customer journey. Empathy and Problem Solving Brands often put

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By Dale Lawrence Even during massive business disruptions, job losses and a shift in your customer’s attention, your business is still moving forward. This is not the time to stop innovating. This is not the time to give up on your customers. Many of your workers are feeling isolated and struggling to be productive and likely have far more discretionary time than ever before. It was been shown that a remote workforce starts their day earlier, can have less distractions during the workday and tends to work later than the traditional office worker. However, in a recent meeting with leaders from different

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By Eric Michrowski The COVID-19 Black Swan event has provided a unique opportunity for brands to demonstrate how they live their values, particularly as it relates to Customers. Some brands have stepped up and demonstrated their customer-centricity in challenging times. Others have tried to pursue profit over Customer loyalty. If history repeats itself, these early actions will have a lasting impact on future profitability. There is no doubt that companies need to manage their finances in order to weather this storm. But those that do that while also taking care of their Customers are most likely to prosper in the future. Let me

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By Vicki Scott   While this can be incredibly trying time for Small & Medium business leaders, or those in specialty business categories, there will be survivors! The road ahead will require massive action, determination and work. Canadian small businesses make up 41.7% of our GDP. Between 2013 and 2018, 56.8% of all new jobs were created by small businesses. While finding the needed motivation, enthusiasm and ideas can be incredibly challenging as we navigate through uncharted and tempestuous times, it is critical to recognize that new opportunities will present themselves, for those that are quick, and agile. While news on the business

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