ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

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Tethr

DECEMBER 20, 2021

The new year is closing on us quickly! If you’re looking to breathe new life into your call center quality assurance processes in 2022, look no further. We’ve worked with visionary QA leaders at a wide range of forward-thinking companies over the past few years, and we’ve seen the good, the bad, and the ugly in QA. (Looking for what to avoid? Check out this post. ??).

Call Center 101

Call Center Coaching Contact Center Metrics 101

Callminer

DECEMBER 21, 2021

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process.

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Contact Center Pipeline

DECEMBER 23, 2021

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have taken place in the industry during that time. We have gone from cord switchboards, ACDs and IVRs to sophisticated omnichannel technologies. The introduction of the web and smartphones, along with artificial […].

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

ShepHyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Cyber security is important now more than ever with cyber-attacks becoming more and more common.

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Call Center outsourcing Banking Education 307

Callminer

DECEMBER 22, 2021

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

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Contact Center Pipeline

DECEMBER 22, 2021

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the ability to build rapport with customers, team members and other team leaders, as well as interpersonal and communication skills that help leaders steer teams effectively. Developing these traits and learning these […].

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Call Center Coaching Management 130

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. (Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to

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Customer Service Brand ambassadors Contact Center Customer Support 173

HelpCrunch

DECEMBER 23, 2021

They say that customer service technology began with letters and post-pigeon, but in fact, it started long before that. In 1750 BC, a customer demanded a refund for the delivery of the wrong grade of [ … ]. The post How to Provide Online Customer Service: 8 Real-Life Examples appeared first on HelpCrunch blog.

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

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Management Best practices Upselling Accountability 105

Contact Center Pipeline

DECEMBER 21, 2021

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics Solutions. Alex brings 20-plus years of launching innovative products across multiple verticals. He is passionate about constantly engaging with customers and partners to better understand their needs. OpenText, founded in 1991 […].

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Analytics Contact Center Marketing Technology 130

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

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Advertising Chatbots Technology Customer Service 167

HelpCrunch

DECEMBER 22, 2021

Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ]. The post How to Handle Customer Complaints Without Going Ballistic appeared first on HelpCrunch blog.

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Customer Service 118

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Tethr

DECEMBER 21, 2021

Ever noticed how much of the conversational analytics space seems designed for the data scientist, the dashboard-delver, or other types of, well… numbers people? Between the graphs and pie charts, there’s sometimes just too much information available to make a quick or decisive decision. This is great for those of us who love pie charts, a little less so for folks who need practical conversational intelligence that can deliver tangible results on day one.

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Engineering industry standards Analytics Contact Center 102

Totango

DECEMBER 23, 2021

In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. But add to that a lingering global pandemic and crushing labor and supply shortages, and you’ve got a recipe for disaster. .

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ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

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HelpCrunch

DECEMBER 22, 2021

Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ]. The post How to Handle Customer Complaints Without Going Ballistic appeared first on HelpCrunch blog.

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Customer Service 117

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Quality Contact Solutions

DECEMBER 23, 2021

Over the years, as a PACE Customer Engagement Compliance Professional (CECP), I have audited dozens of companies for their compliance with telemarketing laws. As you may be aware, the landscape of telemarketing laws can be very complex, with federal regulations written by the FCC and FTC along with considerations for state-specific requirements. Since these laws are ever-changing, keeping up can be a daunting task.

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Spearline

DECEMBER 23, 2021

Nobody likes delays. In the modern world of instant messaging, fast broadband speeds, and direct video conferencing, the last thing anyone wants is to wait. So what happens when a customer is waiting to contact your organization via their phone, and they don’t hear a ring tone until ten or twenty seconds after dialing? Well, for one thing, they can get extremely confused listening to that awkward silence.

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Telecommunications Call flow industry standards APIs 98

VirtualPBX

DECEMBER 21, 2021

“I Own This”. If you are new to VirtualPBX, those are three little words we live by with our consistent and superior customer service. Period. It is the heartbeat of our organization and one we take pride in giving 24/7, 365 days a year through chat, email, and phone. There is no passing of the buck when it comes to helping a customer get the answers they need, on time, with an actual human.

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TeamSupport

DECEMBER 21, 2021

In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Given the continuous, digital transformation of the business world, the ongoing absence of live chat software only creates a void.

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B2B Airlines Sales Customer Support 98

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social media presence.

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Customer Care Transportation Government Construction 98

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. But we know it’s not likely that you were able to catch it all as its been a whirlwind of a year. So instead of living with FOMO, we’re bringing you a recap of the top webinars you all enjoyed the most from us this year.

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NobelBiz

DECEMBER 20, 2021

Call abandonment is a metric that may be used to assess a contact center's performance. The purpose is to provide the best service possible to customers. Observing this key performance indicator allows you to identify and fix contact center flaws. In this article, we go unveil 5 ways to optimize and reduce your Call Abandonment Rate. The post 5 Ways To Optimize Call Abandonment Rate For Contact Centers appeared first on NobelBiz®.

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Spearline

DECEMBER 21, 2021

The rise in mobile usage and popularity Mobile has fundamentally transformed customer behavior and their expectations in recent years. According to data from GSMA Intelligence , there are 5.29 billion unique mobile phone users in the world today. Furthermore, the total number of unique mobile users around the world grew by 97 million in the past 12 months.

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Telecommunications Enterprise Service level Marketing 98

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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CSM Practice

DECEMBER 19, 2021

“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. You need to layout your journey first. What, why, and how are you going to solve the problem at hand needs to be explained.

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Kapta Customer Success

DECEMBER 20, 2021

The biggest challenge most businesses face in today's market is maintaining and building customer relationships. It can be difficult to gauge the successes and failures of most customer relationships and respond appropriately if there isn't a solid system to inform strategies. This is especially true if you need to fix a relationship before it's too late.

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Marketing Accountability Management 98

Nicereply

DECEMBER 21, 2021

Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. You probably have some routine – everyone has, and our whole life is made of them. No matter if you’re a fan of routines or you prefer improvisation, this article will help you to maximize the value of using Nicereply day-to-day.

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