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These are the critical questions to see if your segmentation is effective!

Beyond Philosophy

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track.

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How to Identify & Coach on the Most Effective Soft Skills

Myra Golden Media

Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening. Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills.

Coaching 156

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How to Combat Quiet Quitting in the Call Center


Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? What Is Quiet Quitting? Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more.

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Five best practices for effective employee coaching


As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Is Your Center Really Resilient?

Contact Center Pipeline

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success.

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The Seven Key Strategic Questions Essential for Gaining Growth in 2023

Beyond Philosophy

It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year.

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In customer service, your people are not your most important assets.

Bill Quiseng

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

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5 Customer Experience Predictions for 2023  


2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment.

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Apologies Are Great. But Actions Are Needed.

Contact Center Pipeline

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for Poor Disaster CX), there are essential steps to take to ensure an improved CX the next time. These are: Apologize to the customers.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Improving Your Customer Service with a Comprehensive Customer Experience Audit Checklist


Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers.

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Webex Contact Center as a Service Available Through Technology Service Brokers

Cisco CSR

I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions.

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Digital & Data: The Building Blocks For an Account Recovery Management Overhaul at United Credit Bureau


The Account Recovery management (AR) industry is one of the most challenging environments to drive digital transformation.

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In hospitality, your people are NOT your most important assets.

Bill Quiseng

In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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NPS vs. CES vs. CSAT Metrics: Which One(s) Is the Best For You?


Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. But which one(s) should you actually use?

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How to Set up Customer Service for Small Business: 9 Practical Tips


Small businesses have so much on their plates that setting up proper customer service often gets pushed to the back burner.

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Data Privacy Day: A Reflection


I recently visited the newly reopened MIT Museum in Cambridge, Massachusetts.

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The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust


Interested in learning about the best chatbots For WhatsApp? Much like relationships between people, business and customer relationships evolve in several stages. People start off as strangers, graduate to acquaintances, then enter the casual friendship phase, and finally the good friend stage.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Five Actionable Steps To Elevate Your Sales Skills For The New Year

Integrity Solutions

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers.

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Optimizing AHT During a Visual Engagement Session


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Call Recording Compliance with Dodd-Frank, PCI, MiFID II, HIPAA, and CMS


Agent compliance infractions can lead to unwanted penalties for your organization. Consider this: Dodd-Frank Act penalties can amount to $1 million or more PCI Compliance penalties can be $5,000 per month per agent MiFID II infractions can total $10.8M

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Re-greening and training local communities with Trees New York


The charity has over 45 years of experience in community tree planting, stewardship and education projects. The post Re-greening and training local communities with Trees New York appeared first on AnswerConnect Blog.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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New Automated QA Feature Update Helps You Improve Auto Score Card Accuracy


A few weeks ago, we compared manual agent evaluation vs. software-supported agent scoring vs. automated call scoring for quality assurance.

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Customer Success: What It Is and Why It Matters


As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly.

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How To Pick the Ideal Paper Writing Service


In case you have your own company or whether you’re in charge of the advertising for a company, you must discover more […] The post How To Pick the Ideal Paper Writing Service first appeared on c3centricity

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6 Important Healthcare Trends to Watch for in 2023


Last Updated on January 27, 2023 The healthcare sector worldwide is witnessing significant shifts in the conventional trends that have been followed for years.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Be a Customer Success goal-getter: Tips for setting goals and crushing them with Rod Cherkas


Has the unpredictability of the past few years derailed your professional ambitions? Maybe you sense that you haven’t put a dent in what you set out to achieve—despite feeling like you’ve worked harder than ever to stay afloat.

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The Leadership Blueprint for Culture Change with Kevin Oakes

Russel Lolacher

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better.

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Build Respect for Your Brand


Watch to the full podcast here:  Or click here to just listen to the audio.                   Throughout social media, there is a lot of corporate speech that presents a fake perception of how a company runs.