Sat.Sep 24, 2022 - Fri.Sep 30, 2022

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Top 12 Customer Service Software To Use In 2022


Customers are the most vital part of any business and to build a better relationship with them you need to invest in the customer service software. It is the backbone of building a successful business and providing an exceptional digital customer experience. .

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16 Tactics To Retain Customers While Using A Self-Service Option


Many businesses are using self-serve customer service options that make their customers more happy and feel empowered enough to keep returning to those businesses. The self-serve option helps customers personalize their wants and makes it easier for them by simply doing it themselves.

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How to Celebrate Customer Service Week 2022 (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

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Tailor customer experiences with artificial intelligence


Artificial intelligence is a powerful tool for understanding and improving customer experiences. Read on to learn our suggested methods for incorporating this technology into your contact center

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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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5 Fun Call Center Soft Skills Training Activities


Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance.

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How Artificial Intelligence Is Transforming CX

DMG Consulting

How Artificial Intelligence Is Transforming CX. September, 2022 By Donna Fluss. View this article on the publisher’s website. Artificial intelligence (AI) is driving a great wave of contact center system and application overhauls and upgrades.

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Top 8 Support Channels Users Love the Most and Tips for How to Choose the Right Ones


Everybody knows that today the most popular customer service channels include email and social media. So when a person launches a company, they create at least an email inbox and a social media account or [ … ].

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How to Write an After-Call Survey Script


Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive.

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National Customer Service Week 2022!

Myra Golden Media

When was the last time you celebrated something? Whether it was recently or too long ago, prepare yourself because this is for you: National Customer Service Week!

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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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WFH for B2B?

Contact Center Pipeline

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.

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Memory Mini Series Part 2: Loyalty is a Function of Memory. This is How Memories are Built.

Beyond Philosophy

Memory Mini Series Part 2: Loyalty is a Function of Memory. This is How Memories are Built. This newsletter is the second in a 3 part series related to one of my favorite topics in my continuing mini-series on memory.

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10 tips for combining the ‘human’ and ‘technology’ elements of your quality monitoring process


Read on for our list of tips to automate your quality monitoring process

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Posters on the Walls

Shep Hyken

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life.

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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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Filling the Knowledge Gap

Contact Center Pipeline

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin.

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The Future of Customer Experience in Banking in 2023


By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations.

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Call Scripting: Definition, Tips, and Examples

Customer Experience Update Submitted Articles

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The 12 Best Customer Service Communities Worth Joining


Customer service communities give you more than you could be expected. Look at our list of the top groups. The importance of strong customer service management is often overlooked, but the numbers speak for themselves when it comes to retaining current customers over acquiring new ones.

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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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Protecting Data, Payments, Providing Positive CX

Contact Center Pipeline

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt.

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Why homegrown tools won’t cut it for scaling customer success programs


Over the past 15 years, we have seen dramatic—even seismic—changes in technology. Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives.

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10 Best Shopping Bots That Can Transform Your Business


Last Updated on September 27, 2022 The mention of shopping bots immediately brings up an image of a humanoid robot going about shopping for you while you wait at home for the “shop droid” to return.

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Successful Digital Transformation Requires These 2 Strategies

Upstream Works

Most businesses are undergoing some form of digital transformation, which will have a profound impact on contact centers. This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI.

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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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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them


Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry.

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Exciting advances in speech recognition for law enforcement


As budgets tighten and recruitment and retention challenges show no signs of abating for law enforcement, we’ve been working closely with agencies across the US to help their officers achieve more with fewer resources.

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Why Digital Brands Must Deliver Emotional Experiences to Customers


Why Digital Brands Must Deliver Emotional Experiences to Customers. Digital CX

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Safety First, Money Second

Contact Center Geek

Throughout my career leading contact center teams, I’ve learned many best practices. What some may have called my “rules”, my colleagues have affectionately referred to as, “Matt-isms”.

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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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Join us on our Roadshow!


We are hitting the road for three days of interactive sessions with conversational AI experts, good food, and some friendly competition at Topgolf this Fall! customer experience events Botium chatbot testing conversational AI

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On-Call Scheduling Template: It Works If You Work It

Call Experts

Before you use an on-call scheduling template to manage your time , you should know precisely what it is and how it works. Then, customize, communicate, and plan your employees’ schedules for 24/7/365 coverage. .

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Get Your Customer Support Team the Respect it Deserves


Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes.