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The Seven Key Strategic Questions Essential for Gaining Growth in 2023

Beyond Philosophy

The post The Seven Key Strategic Questions Essential for Gaining Growth in 2023 appeared first on Beyond Philosophy. It’s time for an update. A few years ago, we went over some of the essential questions for your clients.

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Contact Center Pipeline Magazine: Inside Our January 2023 Issue

Contact Center Pipeline

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023.

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Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us.

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What Do You Want to Take With You in 2023?

Contact Center Pipeline

With the New Year upon us, the question I invite you to ask yourself is: What do I want to take with me in 2023? Visualize a suitcase – not a rollerboard that we could use as carry-on – but an old time suitcase (something similar to the old world map one pictured here). In […].

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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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CallMiner Product Innovation Series: January 2023

Callminer

CallMiner's VP of Product Management, Bruce McMahon, shares highlights from the 2023.01 release, which empowers users to get the most out of the CallMiner platform and drive improved CX and outcomes

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An Authoritative View: Three Pioneers of CX Predict Big Changes in 2023

Beyond Philosophy

I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. In the future, we will look back on 2023 and go, “Yeah, that’s when things changed.” So, it will be a big year of changes in experience for 2023.

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Top CX Trends of 2023

Upstream Works

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. Businesses will now be called to do the same in 2023 as the forces of change will be out of their control.

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5 Customer Experience Predictions for 2023  

Comm100

2023 looks to be a year of great change in customer experience (CX). To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. That will be a major focus in 2023 (and beyond).

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Edging to the Brink of Change

Contact Center Pipeline

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of.

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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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Work from Home…a Privilege?

Contact Center Pipeline

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the office 3 days/week. He says that remote work is a privilege.

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No Excuses for Poor Disaster CX

Contact Center Pipeline

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX).

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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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Americas FSI Digital Commentary: 3 Ways to Accelerate Digital Strategy in 2023

Cisco CSR

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

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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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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. The post 6 Important Healthcare Trends to Watch for in 2023 appeared first on Kommunicate Blog.

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Top Ten Customer Service and Customer Experience Predictions for 2023

Shep Hyken

The post Top Ten Customer Service and Customer Experience Predictions for 2023 appeared first on Shep Hyken. Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about.

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I Want You to Invest 3 Hours In Yourself This Week

Myra Golden Media

Every week, I invest 3 hours in myself. And I want you to do the same. Every week, I invest three uninterrupted hours in myself or my business. I do not respond to emails or perform any routine business tasks during this time. The focus is strictly on professional/personal development.

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Getting customer service ready for 2023

Enghouse Interactive

Communications Center customer support contact center agent Contact Center Solutions customer service reputation Alex Black contact center

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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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11 Customer Service Phrases You Need to Know in 2023

Nicereply

The post 11 Customer Service Phrases You Need to Know in 2023 appeared first on Customer Happiness Blog. Regardless of the industry you work in , there’s common situations that every customer service agent will run into.

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12 Customer Success predictions and trends for 2023

ChurnZero

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. 2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies.

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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 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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Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

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6 Customer Service Goals That Matter Most in 2023

Global Response

In this article, we’ll cover both the what and the how—what customer service goals you should be focusing on in 2023 as well as how you can achieve them. Improve our customer service” “ Improve our customer satisfaction score by 20% in 2023.” Increase our inbound sales leads in 2023.”

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Happy New Year and Welcome to 2023!

Taylor Reach Group

The post Happy New Year and Welcome to 2023! By Colin Taylor. As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. .

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Top 10 Magicjack Business Alternatives & Competitors In 2023

JustCall

The post Top 10 Magicjack Business Alternatives & Competitors In 2023 appeared first on. MagicJack is a name that often pops up when enterprises look to implement VoIP business phone solutions. It offers straightforward and affordable yearly pricing plans and matching telephony features.

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When you want to end a circular conversation with an upset customer, I want you to say:

Myra Golden Media

When you want to end a circular conversation with an upset customer, I want you to say: “We realize this is frustrating for you.” ” {Then explain why you can’t honor the request and offer the next steps.}

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Authentic eLearning Localization: Challenges and Best Practices

Speaker: Chris Paxton McMillin, President of D3 Training Solutions

People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!

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The State of Automated Customer Service in 2023

Comm100

The State of Automated Customer Service in 2023. If you’re interested in introducing AI in customer service in 2023, read this complete guide for answers to the following: What is customer service automation? What is the state of automated customer service in 2023?

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How do I discover if my customer has decided to buy?

Beyond Philosophy

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy.

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Customer engagement predictions 2023: Strategic priorities for CX leaders

Nuance

Despite what you might read in the headlines, there are many reasons to be optimistic as we head into 2023. The post Customer engagement predictions 2023: Strategic priorities for CX leaders appeared first on What’s next.

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Meet Spearline at Enterprise Connect 2023!

Spearline

We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 27th to 30th 2023, and we can’t wait to talk to as many of you as possible at booth #1227. The post Meet Spearline at Enterprise Connect 2023!

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Localization: Revolutionize Your Global Content Strategy

Speaker: Zak Haitkin, Localization Manager

From broad communication to eLearning and virtual content distinctions to understanding the unique cultural nuances of a new demographic, there are many factors at play when it comes to localization projects at scale. Join this webinar with localization manager Zak Haitkin to dive into the details!

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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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Customer Service Strategy for 2023: How to Maintain Great Service at Lower Costs

Nicereply

Get ready for 2023! Due to the unstable economic environment , the world is challenged with today, businesses will be looking toward optimizing their operational costs and reducing expenses in 2023. Why excelling at customer service is critical in 2023.

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Top 7 Contact Center Trends for 2023

Zappix

As we look to 2023, the contact center industry is poised for significant change as new technologies and trends emerge. Advances in artificial intelligence, cloud-based solutions, and omnichannel communication are driving innovation and allowing organizations to improve.

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Control calls with signposting!

Myra Golden Media

Happy New Year, friends! I’m coming to you live from my recording studio (where I’m recording courses for multiple clients) with one of my best tips for controlling calls with venting, friendly, or upset customers. The tip is signposting.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

In this webinar, contact center expert Colin Taylor will discuss which trends in 2023 will drive your organization into the future!