Sat.Jun 12, 2021 - Fri.Jun 18, 2021

Customer-centric vs. product-centric mindset

GetFeedback

Simplifying CX YouTube series episode on how to become customer-centric. Videos

What Makes Outsource Telemarketing Supervisors Successful?

Quality Contact Solutions

Having a great supervisor running your outsource telemarketing teams can make a massive impact on your business. Everything from lowering the attrition rates to company reputation can be affected by having a great supervisor.

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8 Ways Contact Centers Go Wrong with Customer Data

LiveVox

We create an estimated 1.1 trillion megabytes of data every day. That’s roughly 1.7 megabytes every second, and contact centers are sizable contributors to that sum.

Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project!

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.

In the News: 3 Stories That Give Insight to Improving Your Customer Experience

Beyond Philosophy

You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common.

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5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance

TechSee

Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users.

COVID-Era Phone Fraud Demands Omnichannel Response

Contact Center Pipeline

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems.

Stop Making This BIG Pricing Mistake

Beyond Philosophy

What tactics do you use in your pricing strategy? There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.”

Onalytica Interview with Peter Lavers

Peter Lavers

I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace.

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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.

Amazing Business Radio: Steve Bederman

Hyken

Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company.

The Sustainable Work-From-Home Contact Center: Deliver Contextual Knowledge and Conversational Guidance

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Customer Service is a Gold Mine for Employee Experience Ideas

Russel Lolacher

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience.

Struggling with your customer feedback survey? Try this instead

Tethr

Are your survey response rates way, way down ? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and you’re starting to feel more and more disconnected from your customers, you’re not alone.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Guest Post: How to Care About Your Customers

Hyken

7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included.

The Case for Staff to Support Technology

Contact Center Pipeline

Companies often exhibit a failure of imagination when implementing new technology. Leadership can readily imagine the power of the new tools but can’t extend that vision to the people who’ll use and derive value from the tools on a daily basis.

7 Sales Coaching Techniques To Elevate Trust And Sales Performance

Integrity Solutions

Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching.

Sales 91

Struggling with your customer feedback survey? Try this instead

Tethr

Are your survey response rates way, way down ? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and you’re starting to feel more and more disconnected from your customers, you’re not alone.

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!

What’s your Passion?

Hyken

I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be.

The Sustainable Work-From-Home Contact Center: Unify Human and Digital Communication and Collaboration Tools

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Technology Certainly Has Its Merits, But… – Tip #34

Steve DiGioia

Many companies fail to take the human factors into consideration. My belief is that any business must “ always do what’s in the best interest of the customer ”. You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But….

Live Chat Support 101: How to Provide It Like a Pro

HelpCrunch

Customer support has gained a somewhat controversial reputation over the years. While being the single most important way to resolve any issue with virtually any service or company, no one’s ever eager to call a [ … ].

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!

How Customer Feedback Helps Cooleaf Grow Better and Better

Nicereply

Nicereply is so easy to use and intuitive for our customers and our team as well. Having KPIs attached to customer satisfaction helps our team elevate our approach with our clients.

The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with State-of-the-Art Headsets

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

How to Remedy the Biggest Pain Points in the CX Journey

LiveVox

Pain points are the source of bad customer experiences. They are moments during the customer service journey that cause frustration and reflect poorly on your organization.

What You Need to Know About E911 Compliance

ConvergeOne

We’ve been dialing 911 for emergencies since 1968. So 911 calling wouldn’t appear to be a hot topic among business and technology professionals today. But it is. New legal changes are coming, and leaders must plan to be compliant for their offices and remote workers.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Are You Delighting Customers on an Emotional Level?

CSM Magazine

Recent research on consumer neuroscience explains the impact of consumer’s emotions on the effectiveness of advertising or customer interaction.

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Paula McKinnon Joins PPT Solutions as Vice President of Supplier Management

ppt solutions

TULSA, OKLAHOMA, June 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Paula McKinnon as vice president of supplier management.

AI, Can you identify who is speaking?

SoliCall

The voice of each person sounds different and has its own unique characteristics. These characteristics can be divided into linguistic vs. non-linguistic and also to auditory vs. acoustic ones. This fact is being used for decades in forensic cases.