December, 2021

How Your Contact Center Agents Can Drive More Revenue

Contact Center Pipeline

I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m less surprised by the definition and more surprised at the time frame.

Secrets Revealed: How to Be Distinctive from Your Competition and Win!

Beyond Philosophy

Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing.

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New Customer Acquisition Strategies: Techniques & Process

LiveVox

Because of the events of 2020, many companies have been forced to reassess their customer acquisition methods to stay afloat and win customers’ hearts. Customer priorities have changed, challenging businesses to rethink acquisition tactics and retention strategies.

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

Myra Golden Media

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” ” The experiment had people ask to cut in a line of people waiting to use a copy machine.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

CallMiner State of the Business: Reflecting on an impactful H2 2021

Callminer

CallMiner has made strong progress in helping organizations drive business performance improvement with conversation analytics. Read more from CallMiner CEO, Paul Bernard, on recent company momentum

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How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so.

Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy.

Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment

Virtual Live Labs

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations.

It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Myra Golden Media

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Tips for improving customer satisfaction (CSAT)

Callminer

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process

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5 Tips for a Great Social Media Customer Service Strategy

Fonolo

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. .

7 Ideas to Build Engagement with Work-From-Home Agents

Contact Center Pipeline

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one of my sales training classes. His frustration was echoed by other people in the class.

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Secrets Revealed: How to Be Distinctive from Your Competition and Win!

Beyond Philosophy

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. .

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.

Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment

Virtual Live Labs

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations.

2022 Trends: Imagine the Future of Call Centers

TechSee

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

Here's why patient satisfaction is so important

Callminer

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences

Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way.

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.

How Digital Disrupted Customer Service

Contact Center Pipeline

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic.

I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

Beyond Philosophy

On the podcast, we do something called “I’m in a Pickle.” ” The pickle is a business problem our listeners have that we try to address with the behavioral sciences.

Here’s a New Word: Skimpflation

Shep Hyken

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” .

Transparent BPO Appoints Dean Birtwell to Vice President, Business Development

Transparent BPO

Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec. 17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer.

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.

What is sales conversation analytics?

Callminer

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates

The Enterprise Guide to Interactive Voice Response (IVR) Software

Avoxi

The Enterprise Guide to Interactive Voice Response (IVR) Software Modern day businesses require a reliable IVR system to succeed. When call flows are optimized and callers are routed to the right department, the first time, your customer experience (CX) metrics improve.

Strategies for Promoting Contact Center Value and Visibility

Contact Center Pipeline

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation.

Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently.

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!

How Much Do You Trust Your Customers?

Shep Hyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client.

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Transparent BPO Invests in Jamaica for Next Phase of Global Expansion

Transparent BPO

Caribbean Nation Expands Nearshore Capacity By Scott Newman, CEO, Transparent BPO Jamaica is a natural fit for Transparent BPO’s growth strategy. After visiting and evaluating several locations within a few hours of the U.S. mainland, this market just made sense.

What is patient experience and why it matters?

Callminer

Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations