Trending Articles

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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.

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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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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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How to Combat Quiet Quitting in the Call Center

CCNG

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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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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Five best practices for effective employee coaching

Callminer

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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Improving Your Customer Service with a Comprehensive Customer Experience Audit Checklist

Lumoa

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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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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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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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.”

Banking 83
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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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Digital & Data: The Building Blocks For an Account Recovery Management Overhaul at United Credit Bureau

LiveVox

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

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

Nicereply

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?

Metrics 82
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5 Customer Experience Predictions for 2023  

Comm100

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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Optimizing AHT During a Visual Engagement Session

TechSee

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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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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.”

Banking 78
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The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust

LiveVox

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

HelpCrunch

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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Top CX Trends of 2023

Upstream Works

As we enter the new year, the climate for consumers will be different than the past few years. The robust economy of recent times has given way to inflation and interest rate spikes that haven’t been seen in years, if not decades.

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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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How To Pick the Ideal Paper Writing Service

C3Centricity

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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Re-greening and training local communities with Trees New York

AnswerConnect

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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What is Upward Communication and How You Can Implement it

Guru

Open and transparent communication is the backbone of employee motivation, productivity, and happiness. It’s important for employees to feel like their concerns are heard, their contribution is valued and that they have a safe space to work in. internal comms

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Customer Success: What It Is and Why It Matters

Helpware

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

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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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Interaction Analytics Helps Companies Hear their Customers

DMG Consulting

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience.

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How a Student’s Assistant Can Help You Finish Your Paper

C3Centricity

College paper writing services provide a wide assortment of correttore grammaticale italiano gratis online excellent services, such as pre-formatted articles, revising and […] The post How a Student’s Assistant Can Help You Finish Your Paper first appeared on c3centricity

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The 10DLC Registration Deadline for Text Messaging is Coming Soon

VirtualPBX

A few months ago, VirtualPBX released the VirtualText App and greatly expanded our customers’ ability to send, customize, and automate their text messages. But our team hasn’t stopped there.

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Future of Work Expo, Feb. 14-16 - Updates

Jon Arnold

Another update for my upcoming Future of Work Expo , taking place in Ft. Lauderdale in just a few short weeks. FOW Expo is one of the sub-events with TMCnet’s long-running ITExpo. This is my fifth go-round as Chair, and the speaking roster is just about done.

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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

ChurnZero

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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6 Important Healthcare Trends to Watch for in 2023

kommunicate

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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Professional Article Help On The Web – How to Land the Job You Will Need

C3Centricity

Essay Helper is a term that’s commonly used by students around the world. In the united states, also, a lot of individuals […] The post Professional Article Help On The Web – How to Land the Job You Will Need first appeared on c3centricity

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