Mon.Oct 12, 2020

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Is Your Customer Success Team Reactive or Proactive? 

ClientSuccess

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

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APIs Can Offer a Frictionless Customer Experience Amid Crisis

Customer Contact Central Submitted Articles

The COVID pandemic has pressured businesses more than ever to communicate with and serve customers without needing physical interaction. This article looks at how with the right approach, APIs can transform the way companies interact with customers by creating one seamless chain of communication.

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Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager. Some managers want to be the center of attention, the star. They want the bosses to know how important their contribution is to the team.

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5 Top Customer Service Articles For the Week of October 12, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. (Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Drive Customer Engagement Results With Customized, Flexible Communications

Customer Contact Central Submitted Articles

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Data science: who benefits from it and why?

TELUS International

Learn how data science can help you make informed business decisions to amplify your growth potential and better personalize the customer experience journey.

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Customer Service is About Keeping Your Promises

Customer Contact Central Submitted Articles

Customer Service is About Keeping Your Promises

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Introducing the new GetFeedback platform

GetFeedback

Quickly adapt to your customers’ evolving needs with a modern CX solution.

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Part 1: Enabling Collaboration of Customer Support Teams in Remote Environments

TeamSupport

“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. At that time, companies were scrambling to get their employees adapted to the remote work environments.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Crisis Is the Best Teacher: the Future of the Contact Center Industry

NobelBiz

The CS Week event is a good occasion to take the pulse of the industry. The 2020 pandemic showed us the weak links in our technological workflow and forced the entire contact center niche to reinvent itself in order to survive. Let`s see how the future looks like. showed brought up Let`s talk about the latest developments and technologies. The post Crisis Is the Best Teacher: the Future of the Contact Center Industry appeared first on NobelBiz®.

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How we do things differently at 5CA

5CA

Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience.

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Top CCM Trends of 2020

Topdown

It's trite but true: Technology is constantly changing and evolving. Sometimes those changes are massive, other times they’re almost unnoticeable, especially if you don’t know what to look for. That’s why it’s so important to keep up to date on the latest news and trends that shape an industry. This is especially true for industry leaders and decision makers.

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Brand Move Roundup – October 9, 2020

C Space

The Brand Move Roundup – October 9, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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[Webinar] BPO’s Guide for Knowledge and Customer Experience

Knowmax

[Webinar] BPO’s Guide for Knowledge and Customer Experience.

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How to Leverage CX Metrics to Empower Your Business

Table

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Organizational Learning: Everything you need to know

Knowmax

Organizational Learning: Everything you need to know.

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Top 30 Customer Service Facts and Statistics for 2021

SmartKarrot

Getting a hold of some quick customer service facts and statistics is going to give you a better picture of the customer success niche. It’s a given that every business wants to offer only the best customer experience to their prospects. And in such a case, rendering your best foot forward in customer service will give you a definite upper hand. Your reputation is what decides how far your business is going to go.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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3 ways to transform banking through automation

Talkdesk

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback. So how can these institutions avoid leaving customers on hold? Many banks responded to urgent needs at the peak of the pandemic and are now in recovery mode.

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Customer Feedback Loop: What Is It and How to Close It

Lumoa

The customer feedback loop is a term that you might have heard before. But what is it actually? In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. More and more companies are turning to customer-centric business strategies to differentiate themselves from the competition with customer experience.

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Brand Move Roundup – October 12, 2020

C Space

The Brand Move Roundup – October 12, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.