Sat.Sep 17, 2022 - Fri.Sep 23, 2022

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Quality Assurance in Your Call Center: 9 Ways to Get & Keep It


jump into ways to keep quality a priority in your call center. The post Quality Assurance in Your Call Center: 9 Ways to Get & Keep It appeared first on LiveVox. New Release

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Top 9 Chatbot Templates to Launch on Your Website Today


Stats say that chatbots can now handle 68.9% of conversations from start to finish. Pretty cool, right? But such an ideal state of affairs is only possible if the bot flows you launch speak to [ … ]. The post Top 9 Chatbot Templates to Launch on Your Website Today appeared first on HelpCrunch blog.


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Keeping Your Experienced and Top-Performing Agents Engaged


In any industry with high rates of turnover, hanging on to high-performing agents with experience is challenging. Yet, the collective experience of your best agents is an invaluable resource that ultimately leads to stellar customer experiences and bottom-line impact. So keeping them is paramount.

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Call Queue Meaning and Its Influence on the Contact Center Performance


Have you ever called the customer support center? If yes, you know how it sometimes happens when the operators are too busy to handle all the customer calls, and you have to wait for a response. When you are waiting in line for the first available agent, it is the customer service queue that we will tell you about today.

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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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Benefits & best practices for adopting conversation intelligence


Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology

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Critical Tools to Make Outbound Succeed

Contact Center Pipeline

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic.

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How to Teach Call Center Soft Skills


When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés.

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Why Customer Success and customer education are your BFFs in uncertain times


This is a guest article by Andrew Brown , content marketing manager, Northpass. . Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Why? . The pandemic.

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How to Increase Customer Satisfaction in Retail

CSM Magazine

It is more important than ever to ensure customer satisfaction in a consumer environment where competition is high and disposable income low. To have the consumers speak of your company with high regard is the sure way to guarantee success and longevity in business.

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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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Conquering the New World of Contract Work

Contact Center Pipeline

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine and regimen, and many embraced the change.

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Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed?

Beyond Philosophy

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences.

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The Great Re-Think


Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season.

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Inside Imposter Syndrome at Work with Amber Naslund

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome.

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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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Writing Home

Contact Center Pipeline

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were when you worked in an office.

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Our behavior is motivated by what we recall, so how are memories formed? (Memory Mini series 1/3)

Beyond Philosophy

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust.

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Vonage AI Studio - Have They Cracked the Code with AI?

Jon Arnold

That’s the title of my latest article, running now on No Jitte r. This builds off of last week’s announcement of AI Studio from Vonage , and I think they’ve got the right approach here for connecting the dots among AI, CPaaS and CCaaS.

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Transforming Quality Management with AI


Playvox Announces AutoQA. Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less.

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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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Guest Post: Five Ways to Create First-class Experiences for Customers

Shep Hyken

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers.

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How to Add Chatbot to Android App


Last Updated on September 16, 2022 It is never too late to learn a new stack and begin developing skills in it. And if you’re seeking guidance on how to add a chatbot to your Android app, you’ve come to the right place.

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Is Faster Customer Onboarding Always the Answer?


In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams.

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Is Calling Your Business Painful for Your Customers?


The satisfying potential of contact center automation that solves your customers’ needs. As consumers, we are all familiar with the pain of calling customer service. You’ve purchased a really great product or service.

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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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Efficient Transactions are Key to Digital Service for Public Sector Agencies


Efficient Transactions are Key to Digital Service for Public Sector Agencies. Digital CX Public Sector

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Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)


When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling. Speech Analytics

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Content Pie #7: What Is Customer Experience?


What is customer experience and what are its foundations? We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction.

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Three Powerful and Easy Ways to Gain Employee Trust

Shep Hyken

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so.

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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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Phone vs. Live Chat: Which is Better for Providing Good Customer Service?


Phone vs. live chat, understand the pros and cons to improve customer support. Read on to learn about an integrated solution every modern online business should consider implementing — omnichannel support. Call Center Telephone Answering Services

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What Is a Unified Customer Experience and How Can It Benefit the Bottom Line?


The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)?

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SaaS Tools for Business Growth: Five Essentials You Must Have


SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency.

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