Tue.Aug 17, 2021

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Biometrics Can Do More Than Fight Fraud

Contact Center Pipeline

Even before the global pandemic upended nearly everything we know about work and life, contact centers had been vulnerable to fraudsters for some time. Every time the phone rings, your agents must assess whether the caller is who they say they are, or whether someone aims to steal money, services or sensitive information. Today’s organizations […].

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Amazing Business Radio: Greg Hanover


The Uncommon Soft Skills That Make Up the Best Customer Service Representative. Creativity, Coordinating and Cognitive Flexibility. Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving.


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Trending Sources

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Call Center Optimization: 5 Methods to Improve Your Operation


To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. If your agents have polite, customer interactions — that’s great! But it’s not enough.

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7 Customer Service Problem-Solving Techniques with Examples


Problems themselves are not scary. What really makes our blood freeze is the lack of frameworks in mind of how to solve them. Lists, step-by-step instructions give us a roadmap to troubleshooting and reducing the [ … ]. The post 7 Customer Service Problem-Solving Techniques with Examples appeared first on HelpCrunch blog.

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Reimagine Your Communications With A Unified Platform

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.

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Destinia Taps into New Markets & Strengthens Global Communications with AVOXI’s All-in-One Platform


Destinia Taps into New Markets & Strengthens Global Communications with AVOXI’s All-in-One Platform Destinia has seen exceptional growth in its reservations with AVOXI’s global communications platform after a tumultuous year amid the pandemic. Discover their success in new markets and strengthening international connections with customers all from one centralized platform.

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More Trending

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Visit Spearline (virtually!) at ITW 2021


Pop by our virtual exhibition booth to talk with our experts. We are excited to let you know that Spearline is a virtual exhibitor at this year’s ITW event. Our virtual exhibition booth is now open, and we would love it if you could pop by for a chat at a time that suits, so that we can fill you in on everything that’s been happening in Spearline.

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Do I Really Need to Train & Certify My CSMs? (Spoiler Alert – YES!)

Education Services Group

Ah, shoot, I put the answer right there in the headline. Do you really (really?!) need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. In our sort of, but not really, humble opinion, yes, you really, really do. Why? Because there are oh so many benefits to training and certifying your CS team.

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How Badcock Uses CRM to Simplify Customer Service and Support


Retail lender Badcock improved their customer experience and lowered average handle times by ~20% with simplified access to customer data provided by LIveVox’s integrated Ccaas platform. The problem A disconnected customer experience remains a top complaint across the retail industry. To help alleviate this, Badcock needed to empower its agents with key customer profile information […].

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Why Voice Chatbots Are Set to Disrupt Customer Service


Contents: What is voice search and what are voice chatbots? Text-to-speech and speech-to-text chatbots: how do they work? How to build a voice chatbot: integrations powered by Inbenta. Why launch a voice-based chatbot project: adding more value to your business. Chatbots are now mainstream in tech and are the present and future of customer support. Most brands and companies around the world already use them to support their customer service teams, improve their NPS score, deliver faster response

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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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Delivering to the digital doorstep requires an innovative leader: Are you ready?

NICE inContact

The demand for a unified next-gen CX platform that can manage complete interactions across every consumer touch point from digital to voice for any service need in both a responsive and proactive manner will accelerate.

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Four reasons to start benchmarking customer experience with effort metrics


Picture this. You’re a dedicated customer experience (CX) leader at your company, committed to connecting with customers, reducing churn, and bringing out the best in employees and customers alike along the way. You’ve started to see positive results within the company—churn rates are down, loyalty is up, and operating costs are lower than ever—but you still feel a little lost.

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18 Customer Service Tips for Financial Services Companies

Help Scout

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. When you put all that together, it’s clear that working in finance is complicated. In this article, we cover several pain points that financial services customer service professionals face, and we’ll offer 18 tips for how to overcome those challenges.

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Call Recording for Comcast Business VoiceEdge


Most Comcast Business VoiceEdge customers will find themselves scrambling for a voice recording solution. The platform has no built-in recorder except for a USB drive recorder with very limited functionality. This leaves these Comcast VoiceEdge customers vulnerable as they have no way to capture customer interactions to resolve disputes, monitor agent performance, identify customer service workflow disruptions or uncover compliance issues.

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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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Five Items to Consider for Modernization


Modernization: The concept isn’t new, but the form factor may be. This is due in most part to the consumption models of cloud, SaaS, and hybrid offers that are now available. Modernization has taken many shapes over the past 20 years because of the technologies that are available at any given time. Many clients have been doing the same thing, the same way, for more years than they can remember.

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For the Third Year in a Row, Outsource Consultants Makes the Inc. 5000 List

Outsource Consultants

SAINT LOUIS PARK, MN, August 17, 2021 – Inc. magazine today revealed that Outsource Consultants is No. 1538 on its annual Inc. 5000 list, the most prestigious ranking of the nation’s fastest-growing private companies. The list represents a unique look at the most successful companies within the American economy’s most dynamic segment—its independent small businesses.

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Engage Customers Beyond Touchpoints and Surveys — In an interview with Janelle Mansfield, Vice President of Customer Success and Experience at Gazelle.ai.


Janelle Mansfield, Vice President of Customer Success and Customer Experience at Gazelle.ai, discusses three principles to ensure an integrated approach to improving brand strategy and service transformation in an interview with Vincent Manlapaz. The post Engage Customers Beyond Touchpoints and Surveys — In an interview with Janelle Mansfield, Vice President of Customer Success and Experience at Gazelle.ai. first appeared on Strikedeck | Customer Success Platform.

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The State of CX: A customer experience series - differentiating with data


The State of CX: A customer experience series - differentiating with data. Andrea Haughton. Tue, 08/17/2021 - 22:06. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. The common theme in customer experience trends is acceleration.

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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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What is the purpose of customer experience management?

ViiBE Blog

ViiBE Blog. What is the purpose of customer experience management? Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 17, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook.

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How To Choose The Right Digital Customer Service Channel For Your Business


Share This Story Over the past year, businesses have been forced to rapidly adapt to consumers’ sudden shift in purchasing behavior. Customer service teams, in particular, have faced significant change with nearly half of customer support leaders experiencing a sudden lift in inbound customer service volume and issues due to the pandemic (Gartner). .

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Customer Service Tips for the Hospitality Industry

CSM Magazine

There can be no hospitality industry without customer service, and it’s customer service that can make or break a business in the industry. People have expectations of service that have been changing in recent times — they won’t settle for anything they feel is not good enough. More than half of consumers around the world have higher expectations for customer service than they had just a few years ago.

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Hosting a LinkedIn Live Event with Andy Purdy of Huawei USA - Tomorrow at 2ET

Jon Arnold

There’s a first time for everything, and in this case, it’s hosting a LinkedIn Live event. I’ll be in conversation with Andy Purdy, CSO for Huawei USA , covering 5G ground related to cybersecurity, data privacy and open source. We’ll have a lot to talk about, where the focus will be on the technology issues, challenges and opportunities - and I hope you join us.

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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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Get Brand New Top Questions for CSAT, NPS & CES Resource


Maximize the value of received feedback. Making a good follow-up and choosing the right survey questions is the key to customer satisfaction. Are you managing a call center? Do you sell goods or provide services? It doesn’t really matter what your core business is. A good quality follow-up process is one of the puzzle pieces. Sometimes it might be confusing to choose the best questions for a particular survey.

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5 ways how knowledge management can help improve self-service?


5 ways how knowledge management can help improve self-service?

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When Should You Buy Customer Success Software?


When your SaaS company gains customers, they need help tracking and keeping customers. You need to have a great customer success platform that assesses customer relationships, product usage, customer onboarding and more. A dedicated customer success platform has multiple benefits. But it can be a bad purchase of your business is not right and ready for it.

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6 Best Zendesk Alternatives (By Use Case)


Looking for an alternative to Zendesk to improve your customer service experience? Read on. While Zendesk leads the way with a 36% share of the help desk market , it might not be the best fit for every organization. Indeed, many startups and small businesses reckon Zendesk is “old-fashioned and clunky” and not agile enough to serve their customers. While other companies want a more budget-friendly alternative.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Aug 17 – Customer Success Jobs


Role: Director, Customer Success Location: Bethesda, MD, US Organization: Mytonomy As a Director, Customer Success, you will monitor every step of the deployment process; from planning to go live, and post-launch optimization. Coordinates all aspects of project implementation working closely with the client and internal project team members to meet targeted deadlines according to obligations outlined in each client contract.

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Google Search Trends for “Customer Success”


Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like? To help answer this question we will turn to Google Trends data to visualize how often “Customer Success” has been searched across the internet.

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Google Search Trends for “Customer Success”


Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like? To help answer this question we will turn to Google Trends data to visualize how often “Customer Success” has been searched across the internet.

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