Tue.Nov 23, 2021

4 Easy Ways to Make Call Center Training More Fun

Fonolo

When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise.

Toward a Customer Experience Hub

Contact Center Pipeline

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow.

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Amazing Business Radio: Kiel Harkness

Shep Hyken

What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®.

When Should You Upgrade CS Software?

Totango

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade?

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

3 surprising ways AI is improving the customer experience landscape

Tethr

As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry.

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Why Vendors Should Put Security Postures Front and Center

ClientSuccess

As we head into 2022, the need for open-source data sharing is even more critical. There are thousands of SaaS-based businesses out there already, and more are being thought into existence every day.

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Connection is Key

VirtualPBX

Holiday Communications Survival Mode. Small businesses must prepare for the increased volume the holidays bring by maximizing internal and external communication needs in today’s challenging business environment.

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Your Holiday Reading List to Get Ahead in the Customer Service Industry

SharpenCX

If you’re like me, you’ve already started mentally preparing for the holiday season. You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring.

Writing Your Own Customer Service Recipe Book

Help Scout

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional. Read the full article

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Leaders Say Legacy CX Systems Are Holding Them Back

Edify

Last week I attended the GDS CX Innovation Digital Summit. The event ran Monday through Wednesday and featured speakers from companies like Nestle, NuSkin, and FootLocker, breakout sessions, and pre-scheduled 1:1 meetings.

Omni-Channel Contact Centers Allow Customers to get Help When They Want It

Ansafone

Contact Centers can support business performance by becoming an extension to the brand in which it’s representing. Whether it’s creating new sales opportunities or lowering operational costs, partnering with an answering service provider makes reaching goals and expanding a business possible.

The War on Talent: Labor Trends 2021

Liveops

By Liveops partner Recruitics, a data-centric recruiting marketing agency. Many employers have sustained record-level labor supply shortages as a result of the pandemic. In July, job openings reached an all-time high of over 10.9 million , with 8.7

4 Simple Strategies to Increase Customer Morale

CSM Magazine

Customers are the focal point of any business. After all, no business will ever be able to achieve their intended level of success if they don’t have happy customers to back the business up. The happier your customers are, the higher your level of customer loyalty is.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

The 9 Best Hiver Alternatives for Team Collaboration in 2022

Help Scout

Hiver is a step above a shared mailbox, but it still lacks the collaboration tools many teams need. Consider these 9 Hiver alternatives. Read the full article

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Nov 23 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: San Francisco Bay Area, US (On-site) Organization: Gorgias As a Director of Customer Success, you will create and execute scalable strategies to improve customer engagement, CSAT, product usage, and retention.

Barriers in Empathy Over the Phone

Abby Connect

Empathy is a deep, heartfelt emotion that exists within all of us. Some people have a harder time either recognizing that it’s appropriate to have or recognizing when it needs to be conveyed and how to do that.

How Live Chat Improves the Digital Customer Experience

Comm100

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.

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LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Insights on the Value of Conversational Automation

Uniphore

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise.

4 Key Takeaways from BIG RYG Virtual 2021

Education Services Group

Energized, inspired, exhausted (in a good way)! Churn Zero’s BIG RYG: Virtual made me feel all those things and much more!

Call Center Analytics : Taking Your Business Intelligence To The Next Level With Data

NobelBiz

Call center analytics helps you to gather and evaluate every bit of relevant information to your campaigns. These reports can also help you enhance your business intelligence by providing actionable and valuable insights into your customers.

A Glimpse Into 2022: How Can Contact Centres Plan Ahead?

CSM Magazine

The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Cloud-PBX challenges – How can providers stand out in a competitive market?

Spearline

The rise of cloud-PBX There are many benefits of cloud-PBX for business customers. Benefits include flexibility and cost-savings. They also include a lack of hardware maintenance, and increased geographic reach.

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How To Advertise Different Medical Services to Customers?

CSM Magazine

With everything happening in the world, more and more people need medical attention. As a medical practitioner, not only is your job to help those in need, but it is also essential to reach patients who are looking for medical attention outside of your clinic or office.

The Great Resignation, Increased Regulations and a Simple Equation for More Efficient, Compliant Collections

Interactions

The pressure on contact centers to drive higher liquidation rates for accounts receivables while keeping costs under control continues unabated.

Why the New Age of Voice Will Create New Business Value - my Latest on No Jitter

Jon Arnold

It’s been a busy month, and this is my third writeup for No Jitter during November. Well, if it’s working, keep on doing it, right? This time around, I’m writing about a central theme of mine - The New Voice - which also goes by NAOV - New Age of Voice.

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A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Should I Use Social Media To Reach Consumers?

Arbeit

The CFPB realizes that there are generations who prefer to communicate via social media, even on matters like debt collection. Tim explains how social media can fit into your omnichannel strategy in part four of our Reg F mini series. The post Should I Use Social Media To Reach Consumers?

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An Ultimate Guide to Customer Loyalty

CustomerSuccessBox

Faced with the ever-growing offer of products and services, customers are increasingly volatile. Indeed, with a few clicks, a customer can decide to buy a product from another company. For this reason, the issue of customer loyalty turns out to be unavoidable.

How Am I Allowed to Use Texting Under Reg F?

Arbeit

One of the most significant outcomes of Reg F was the clarification of omnichannel communication methods, including texting. Tim covers all the different ways that you can use texting under Reg F in Part 3 of our Reg F Mini Series. The post How Am I Allowed to Use Texting Under Reg F?

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