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How To Find The Right Balance Between Fraud And The Customers Experience

Beyond Philosophy

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. So, how do you balance the need to prevent fraudulent activity in your interactions with customers and the need to provide and easy and excellent customer experience ? But wait, there’s more.

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5 Top Customer Service Articles of the Week 2-14-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? That said, our friends at Stella Connect recently posted an article with seven tips on how to run a successful customer service training program.

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5 Top Customer Service Articles of the Week 12-26-2022

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Follow on Twitter: @Hyken.

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Supporting the Agent/Customer Experience

Contact Center Pipeline

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S. economy approaches full employment, competition for employees is critical.

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.

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5 Top Customer Service Articles of the Week 2-28-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. Consider how “warm” you are with your customers.

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Guest Post: Predictions for Customer Behaviors and Digital CX Trends in 2022

ShepHyken

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Future of Digital Customer Experience .

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How to Maximize Customer Satisfaction Through Digital Channels

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

Throughout the course of the pandemic we have seen a dramatic shift in customer experience. More than ever, organizations are implementing digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. Customer preference and experience with AI.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Great collaborative coaching awakens and guides an agent’s ability and choices with customers in a wide range of situations. It can inspire and empower agents to make their next call better and more real for a refined customer experience. June 2nd, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm BST

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The US Customer Experience Decision-Makers' Guide 2022-23

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. Download today to learn the key steps to improve your customer experience strategy!

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How to Improve Customer Satisfaction With an Intelligent Virtual Assistant

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

In today's customer experience environment, many customers are looking to get immediate answers without having to talk to a live person. With so many options out there, how can you successfully add an Intelligent Virtual Assistant (IVA) to the phone channel to help your customers serve themselves?

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The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users. This means that you can achieve a more consistent and engaging customer experience while reducing sources of friction.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Understanding the work involved before and after you deploy a virtual agent makes all the difference between a poor customer experience and one that’s on par with your best live agent. How automating a customer service call isn’t as simple as using a script from a human interaction.

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Retaining Culture in the Remote Contact Center

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

Join Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast, for this enlightening discussion which will include: How to communicate and disseminate a cohesive, positive culture across teams and across continents. March 29th, 2022 at 9:30 am PST, 12:30 pm EST, 5:30 pm GMT

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Driving Excellence Using Work From Home Agents

Instead, remote work is now mainstream in customer experience management. This practice is providing end-users with the support they need through engaged and motivated agents, building loyalty to your brand, and it will continue to grow in 2022 and beyond.