Beyond Philosophy

FEBRUARY 18, 2021

I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. I am not the only one; people have changed so many routines. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. We discussed habits on a recent podcast. Many years ago, I read The Power of Habit by Charles Duhigg, and I have been fascinated by habits ever since.

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Consulting Consulting Customer Experience Management 244

Steve DiGioia

FEBRUARY 18, 2021

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions. Who Writes YOUR Words? I can understand the need for consistent uniform and grooming standards but please don’t make them say the same words over and over again.

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Scripts Personalization Management 246

Contact Center Pipeline

FEBRUARY 18, 2021

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of Americans, many for the first time, were forced to rely on digital services as in-person transactions became unavailable. Ninety-three million Americans signed up for online services that were once carried out in person, and 75% […].

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Contact Center Personalization Engineering Call Center 243

Fonolo

FEBRUARY 18, 2021

If you’re reading this, chances are you’ve decided up your contact center game. You’ve got the aspiration and the best intentions. But you’ll need more than that. Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. Unsure where to start? We’ve got eight essential tips so you can start improving your contact center today. 1.

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Contact Center Abandon rate Average Handle Time First call resolution 148

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Toister Performance Solutions

FEBRUARY 18, 2021

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Tell me if this sounds familiar. The CEO announces a service culture initiative. Anxious to comply with the CEO's mandate, the executive team launches into a flurry of activity.

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Advertising Surveys Customer Service Customer Experience 136

CSM Magazine

FEBRUARY 18, 2021

‘The customer is always right’ is a phrase that is constantly being preached by business experts. If you are an entrepreneur, or you run company, you surely have heard this phrase one time or the other. How true it is! After all, it’s the customer who is spending money with you, so it’s the customer who must be treated right. This is particularly true in the highly competitive home improvement industry.

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Talkdesk

FEBRUARY 18, 2021

On National Drink Wine Day, we raise a glass to Talkdesk customer Vivino for achieving their highest customer satisfaction ever. One of the industries most impacted by the coronavirus pandemic has been e-commerce. For many online retailers, sales increased exponentially. With the uptick in sales came an influx of customer service inquiries, bringing about its own set of challenges.

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Sales Customer Service Call Center Personalization 97

Spearline

FEBRUARY 18, 2021

The organisation was recently recognised by Deloitte for positive growth. This marks the seventh consecutive year for the company to receive the distinction. And companies that rank meet several key criteria, including a growing average revenue over four years. In a recent interview * with Moshe Beauford, UCToday tech journalist, spoke with Kevin Buckley, Co-Founder, CEO, Spearline, who talked about the company’s year-over-year growth rates for the last several years.

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Telecommunications Technology Customer Support Personalization 96

Cyara

FEBRUARY 18, 2021

In our galaxy… not one that’s far, far away… it’s pretty widely accepted that there’s a lot of benefit to automating aspects of your customer experience testing strategy. Automation can lead to things like faster development lifecycles, smoother deployments into contact center production environments, quicker identification of defects that may be hiding within you customer journeys, and reduction in manual, labor-intensive, and repetitive work.

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Contact Center Customer Experience Interactive Voice Response 76

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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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NICE inContact

FEBRUARY 18, 2021

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.

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Customer Experience 71

Interactions

FEBRUARY 18, 2021

This blog is written courtesy of Interactions R&D team. Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents. Strong adoption has provided the impetus to make these conversational systems not only ubiquitous, but also increasingly available to wider markets by providing them in multiple languages.

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Virtual Agent Technology Customer Care Marketing 71

Totango

FEBRUARY 18, 2021

This is the first in the blog series “Supercharging your Tech Stack with Totango”. In this series, we will discuss a different integration that Totango offers to help harness the powers of all of your technology platforms into one dynamic customer success platform to improve your team’s efficiency and take your customer success to the next level. There’s no denying the power of good customer relationship management (CRM) software.

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NICE inContact

FEBRUARY 18, 2021

As customer experience becomes crucial for brands to survive and the future evolves at rapid pace, NICE inContact has put its world-leading cloud-based contact centre solution, CXone, to the test with Toyo Tires (Australia & New Zealand) in a simulated contact centre experiment in a hot air balloon over Canberra.

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Customer Experience 62

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.

Customer Experience

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? Absolutely! But that all depends on how effectively you're closing the loop with your customers. Closing the feedback loop means that your organization has a process in place for reaching back out to customers who provide feedback about their recent experience (positive or negative!

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Feedback Customer centricity Best practices Surveys 62

Nicereply

FEBRUARY 18, 2021

Companies value their culture and are often worried about how outsourcing will impact team dynamics. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Whether your business is maturing, expanding rapidly, or if margins are becoming a focus, outsourcing can be an attractive, quick, and cost-effective way to provide excellent service.

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outsourcing Customer Support Business Process Outsourcing Call Center 59

Provide Support

FEBRUARY 18, 2021

The post Top Live Chat Features for your Business appeared first on Provide Support Blog.

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Enterprise 82

LiveVox

FEBRUARY 18, 2021

Your helpdesk software is the point of entry for accessing support. Evaluating your helpdesk software every so often is necessary to keep your support desk in good working order. As the point of entry to support, it should have features that make ticket resolution more efficient. Here we look at seven areas to consider. Tickets […]. The post 7 Questions to Ask when Evaluating Helpdesk Software appeared first on Livevox.

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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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Maru Group

FEBRUARY 18, 2021

By Ged Parton, Chief Executive Officer | February 18, 2021. Agile research is too often seen as the low cost, low quality alternative to “proper” research projects. It shouldn’t be this way: with the right objectives and capabilities an agile program can deliver to the standards of the most demanding Insight Professional. The increasing need to work efficiently and effectively with tightening budget and resource means that Agile research tools and platforms have become a staple of any good resea

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Engineering Healthcare Surveys Enterprise 52

Comm100

FEBRUARY 18, 2021

Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting ye far-reaching flurry of complaints.

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Construction Technology Customer Service Marketing 52

Call Experts

FEBRUARY 18, 2021

“Customer Service” is one of the most commonly used phrases in business. But, do you ever wonder: what is customer service? It is best defined as supporting your customers’ needs by offering and delivering professional, top-notch assistance before, during, and after their requirements are fulfilled. To answer “what is customer service” in simpler words, it is fulfilling your customers’ needs and desires.

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Contact Center Interactive Voice Response Best practices Call Center 52

CSM Magazine

FEBRUARY 18, 2021

Getting a good career means building up a strong evidence-based CV. It is not enough to say that you have skills: you need some sort of proof in the form of qualifications and/or experience. Customer service jobs enable you to build provable skills that you can add to your CV or Resume. Let’s say that you learn the basics of customer service assistant , and you are setting out to get a job in the customer service industry.

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Customer Service Sales Call Center Marketing 52

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!

Feedback

Maru Group

FEBRUARY 18, 2021

Agile research is too often seen as the low cost, low quality alternative to “proper” research projects. It shouldn’t be this way: with the right objectives and capabilities an agile program can deliver to the standards of the most demanding Insight Professional. The increasing need to work efficiently and effectively with tightening budget and resource means that Agile research tools and platforms have become a staple of any good research toolkit.

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Engineering Healthcare Surveys Enterprise 52

CSM Magazine

FEBRUARY 18, 2021

A chargeback rate that is higher than expected can compromise a merchant’s reputation and bring about considerable restrictions in addition to the direct financial cost of having to deal with repeated claims. This article explores existing anti-chargeback strategies for a minimum chargeback probability, including advanced solutions such as VMPI. It also explains the exact meaning behind the word “chargeback” and how it can keep a business from flourishing.

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Banking Accountability Marketing Technology 52

Babelforce

FEBRUARY 18, 2021

Congratulations! You’ve just gained a new customer. Now you’ve done the hard part of encouraging someone to sign up for your product, it’s time to wow them with how great it is. This will ensure they stay with you for a long time to come. To do this, you’ll need an excellent customer onboarding process. What is customer onboarding? Onboarding is the process new customers go through when they sign up for your product.

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CSM Magazine

FEBRUARY 18, 2021

With so many hair and beauty businesses looking forward to opening up again , customer service is front of mind for most business owners in the industry. After the stress and frustration of the last year , a good customer service experience could be make or break for your business. Keep customers returning over and over with our key considerations for customer service in the hair and beauty industry.

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Customer Service Personalization Customer Experience 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

TCN

FEBRUARY 18, 2021

Every decade or so, there is a natural shift in technology and computing. It’s at. The post Call Center Software For On-Demand Access appeared first on TCN.

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call center software Call Center Technology 52

CSM Magazine

FEBRUARY 18, 2021

Having adequate cash flow in your business is crucial in ensuring that you have enough funds available to meet the day-to-day needs of your business. As a business owner, you need to ensure that you have a solid invoicing system in place to ensure that you are paid on time and that no payments are missed. Your invoicing system should be simple, easy-to-use and make it easy for you to stay on top of your invoicing duties.

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Finance Management 52

Global Response

FEBRUARY 18, 2021

When it comes to the success of a call center, one of the key pillars of measurement is the technology and software that are used on a daily basis. The systems and more. The post Technology and Software Used at Global Response appeared first on Global Response.

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