December, 2022

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Evolving the Contact Center

Contact Center Pipeline

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers. The worst part: disruption typically causes a spike in customer service needs, which magnifies customer experience (CX) issues for brands that are not […].

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25 benefits and best practices to get started with real-time analytics

Callminer

Companies today manage ever-increasing volumes of data. Read this blog for expert tips and best practices for getting started with real-time analytics tools.

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The ROI of Customer Experience

The Petrova Experience

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees. When we look closely at the impact of customer experience across an organization, we see that it improves operational efficiencies, enhances employee experiences, generates loyalty, accelerates inte

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How to Create a Brighter Future for Agents

Contact Center Pipeline

The customer experience (CX) world has been flipped on its head over the last two years. What we saw happen within contact centers at the onset of the COVID-19 pandemic was simultaneously too much and too little of everything. There were too many people trying to contact customer service and support agents to understand if […].

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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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Customer Service: The Importance of Software-as-a-Service

Helpware

Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs.

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5 rules guaranteed to make you an effective leader

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It reminds me of rabbits.

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How to track customer sentiment

Callminer

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.

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3 Main Challenges Field Service Leaders Face in 2023

TechSee

Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.

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Transforming Talent Management at Home

Contact Center Pipeline

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent. Paul Stockford of Saddletree Research had stated: “The effective […].

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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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4 Effective Contact Center Development Ideas

Fonolo

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.

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Amazing Business Radio: Amy Brown

ShepHyken

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.

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Wow! It’s Been an Interesting Year! This is What We Have Learned

Beyond Philosophy

As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress into something new. We have been waiting for things to return to normal for the past couple of years. First, there was COVID and the lockdown, then came the supply chain issues (predicated by said lockdown), labor issues, a war, rising inflation rates, a

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What is product innovation and why is it important?

Callminer

Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.

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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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Hire An SEO Company: How To Hire A Professional SEO Agency?

OctopusTech

Ok, now that you have decided that your website needs improvements, but that can be done properly when you hire an SEO company and take their help to grow your business. But you must be stuck here on one question i.e. how to find a good SEO consultant? The process of hiring an SEO partner can be a difficult task if you don’t have proper knowledge about search engine optimization.

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It All Starts with the Why!

Contact Center Pipeline

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice that what you are doing is no longer working.” —Monica Thakrar, Forbes “The ability to be able to adapt to adverse circumstances, to un-learn old […].

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7 Highly Effective Call Center Improvement Strategies

Fonolo

Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.

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Guest Post: Is Your Customer Journey Aligned with Brand Expectations? If Not, It Could Be Costing You Sales

ShepHyken

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Getting to know Trustera: the world’s first real-time PCI compliance solution

Interactions

It’s rare in a generation that you live through one seismic change in your labor model. We’re actually living through a second one. The first was the gig economy. And the second one is a work-from-anywhere model. Most companies are now a work-from-anywhere, hybrid model. Employees work from home, in the office, or some combination. With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance.

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Preventing Toll Fraud from Dismantling Your VoIP Operations

Avoxi

Preventing Toll Fraud from Dismantling Your VoIP Operations Buy Online Get a Free Demo → Get Yours: Telecom Security Guide [Free Toolkit] Toll fraud… It's something you never want to deal with, but with its ever-growing prevalence, it’s something you can’t risk ignoring either. While internet-based tools have made leaps and bounds for organizations in… The post Preventing Toll Fraud from Dismantling Your VoIP Operations appeared first on AVOXI.

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Top 9 eCommerce FAQ Page Examples and Improvement Tips

HelpCrunch

A good FAQ page is a great asset for any customer-facing website. However, for eCommerce, it often becomes a critical component that can influence purchase decisions. So, let’s see how to make an eCommerce FAQ [ … ]. The post Top 9 eCommerce FAQ Page Examples and Improvement Tips appeared first on HelpCrunch blog.

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Making Virtual Training Engaging

Contact Center Pipeline

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts. Their responses below have been lightly edited for clarity. Q. What do you see […].

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

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My top six lessons learned from serving customers

Toister Performance Solutions

Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Sure, you might have taken a class. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer. That's my story.

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Amazing Business Radio: Diane Hopkins

ShepHyken

The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .

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Identifier les bonnes performances des agents grâce à la technologie

Eptica

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Publié le: 22 Décembre 2022. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.

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What Hoteliers Need to Know About PBX and SIP Trunking

Avoxi

What Hoteliers Need to Know About PBX and SIP Trunking It’s no secret that the success of your hotel thrives on its relationships with its guests. Achieving this in today’s digital age, however, can be challenging. Customers expect a lot from your hotel staff. For example, they want to easily modify reservations through multiple channels,… The post What Hoteliers Need to Know About PBX and SIP Trunking appeared first on AVOXI.

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Get More Responses With Automated Voice Surveys

Get the masterclass for CX professionals on automated voice surveys by phone. This eBook from IVR Technology Group walks you through the basics of collecting fresh and accurate customer feedback in the most frictionless way possible. You'll learn about: Post-call surveys Outbound surveys Customer pulse surveys Qualtrics integration Voice survey ROI 6 CX case studies using automated voice surveys CX professionals need a current and accurate Voice of the Customer to provide the necessary insights

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How to Create a Practical FAQ Page: Pro Tips & Examples

HelpCrunch

Pages of Frequently Asked Questions, or FAQ for short, are an immensely popular channel of customer self-support. If you somehow don’t have an FAQ page in 2022, it’s high time you get one. In this [ … ]. The post How to Create a Practical FAQ Page: Pro Tips & Examples appeared first on HelpCrunch blog.

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Ending Caller and Agent Frustration

Contact Center Pipeline

We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers, rudeness, and a lack of respect. All of which collide in the contact center, resulting in caller and agent frustration and dissatisfaction. There is no excuse for such behavior, by anyone. […].

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How to use public reviews to improve customer experience

Lumoa

People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your product high or low. Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public rev