Trending Articles

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Building Trust and Loyalty through Active Listening with Heather Younger

ShepHyken

Top Takeaways: Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage. Heather Younger shares her 5-step framework on how to listen better: Recognize the unsaid. Look at the nonverbal cues.

Feedback 218
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When brands make silly mistakes: 5 rules guaranteed to ensure your failure

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. This podcast is full of bad advice.

Feedback 195
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Behind the Workshop – Filming Week at LinkedIn Learning

Myra Golden Media

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen!

Education 156
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How To Select The Right CRM For Your Team? [A Step-By-Step Guide]

JustCall

Introduction CRM (Customer Relationship Management) software refers to a tool that businesses can use to record and store key customer information to use when building a relationship with leads or prospects. CRM helps streamline your work.

CRM 132
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How to Build an AI-Powered Contact Center as a Service Platform

Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

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Employee Engagement, are we still tripping over the same rocks?

CCNG

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development.

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How to Write an Apology Letter to a Customer

Myra Golden Media

I feel icky writing this post. Last week I had to practice what I teach. My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong.

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Is Employee Experience just a Fad or is it really the Future of Work?

Beyond Philosophy

You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept.

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3 Reasons Why Successful Teams Earn Your Trust

Steve DiGioia

“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. But they’re a VIP” , she kept on saying.

Sales 135
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What is customer loyalty?

Callminer

Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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Cisco Storage Networking is 20 Years Young

Cisco - Contact Center

It was two decades ago when Cisco started shipping the Cisco MDS 9000 storage networking switches in volume to customers, following the initial launch a few months before.

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Maintaining Cohesive Teams in Hybrid Contact Centers

Calltools

While hybrid contact centers gained popularity during the pandemic, it’s clear they are here to stay. Hybrid contact centers offer many benefits both for businesses and their employees. However, some companies have struggled to keep team members cohesive when working remotely.

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What is IVR & How do Businesses Use It?

JustCall

There is a simple connection between a customer and a business; communication forms a crucial part of this correlation. This entails that efficient communication should be a major concern in any business. But what if your customers out-balance your resources?

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Fostering a Consent Culture at Work with Dr. Lauren Appio

Russel Lolacher

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Is It the End of the Cold Call?

Contact Center Pipeline

We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re listening to somebody’s sales pitch for a product you don’t need.

Sales 130
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Sharing career opportunities and advice with the women of Bennett College

Cisco - Contact Center

Bennett College was founded in 1873 in the basement of St. Matthews Methodist Episcopal Church in Greensboro, NC.

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Enable fully homomorphic encryption with Amazon SageMaker endpoints for secure, real-time inferencing

AWS Machine Learning

This is joint post co-written by Leidos and AWS. Leidos is a FORTUNE 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets.

APIs 112
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Facing economic challenges in Customer Success? Revisit the foundations of your program

ChurnZero

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. During a difficult time, like an economic downturn or a financial insecurity, companies start to take a closer look at every department.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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SMS Opt-In: Send Compliant Texts

VirtualPBX

Guest Post by Linh England, VirtualPBX Product Lead Text messages are quick, easy, and much less intrusive than phone calls or emails while giving customers the ability to control when and how often they receive notifications via text.

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Welcome to the Metaverse

Contact Center Pipeline

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a need for customer service, support, and sales through their contact centers in it?

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The Path to Unified SASE with Cisco SD-WAN and Cisco+ Secure Connect

Cisco - Contact Center

In my previous blog posts (see links at end of this post) on SD-WAN security, we detailed how the Cisco SD-WAN solution is enhancing the security capabilities of the network fabric with specific… Read more on Cisco Blogs Networking Cisco SASE Cisco SD-WAN Cisco+ Secure Connect SD-WAN Secure Access Service Edge (SASE)

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Messe Duesseldorf Reduced Repetitive Queries by 65% by Automating With Kommunicate

kommunicate

Last Updated on March 21, 2023 Messe Duesseldorf GMBH is one of the 5 most successful trade fair organizers in the world. With humble beginnings as a small wooden hut that conducted trade fairs in the city of Duesseldorf.

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The ABM Benchmark Survey

ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?

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Where do you stand?: Five hot topics of debate in Customer Success

ChurnZero

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion.

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3 ways to effectively scale your CS operation

Totango

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty.

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Maximize Call-Back Technology and Thrive!

Contact Center Pipeline

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes keep coming.

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How can Cisco help with staffing shortages?

Cisco - Contact Center

Retailers have been under pressure as inflation, supply chain problems, and recession threatens consumer spending, impacting their bottom line.

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Marketing-Led COVID-19 Growth Strategies: 2022 and Beyond

More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.

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New Exciting Trends in Digital Marketing For You to Look Forward To

Helpware

Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences.

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Does your Call Recorder Prime or Prevent Analytics?

OrecX

Conversational analytics is the name of the game today in the call recording world.

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3 Tips For Leveraging CRM For Your Post-Sales Cycles

ClientSuccess

In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients?

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