July, 2022

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How to Be Funny and Use Humor in Business to Your Advantage

Beyond Philosophy

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. When we make people laugh, it’s disarming. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive.

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Amazing Business Radio: Deon Nicholas

ShepHyken

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.

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CallMiner CTO Jeff Gallino joins Bloomberg Radio’s Money Minute to highlight customer service trends

Callminer

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti.

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Drop the Cute Puppy and Let Your Stars Shine

Steve DiGioia

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. A Star Employee Stands Out. The customers know them and want to be served by them.

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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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How Contact Centers Can Help Change Lives

Contact Center Pipeline

If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today. The sheer mention of it is automatically associated with American slavery […].

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As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.

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Different is Better Than Better

ShepHyken

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.

Banking 342
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29 leaders share the best ways to increase customer lifetime value

Callminer

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.

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3 Tips for Retaining Retail Call Center Agents While Cutting Costs

Outsource Consultants

In 2021, retail sales enjoyed an unparalleled growth rate of 14 percent , nearly 5 times the rate seen pre-pandemic. It appears, however, that this consumer spending surge may be leveling off, as industry experts forecast only a 6 to 8 percent increase in 2022. In addition to battling inflation, retailers are seeing temporarily injured competitors – like travel and hospitality – return to full strength in a fight for consumer dollars.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Adjusting Strategies in the New Normal

Contact Center Pipeline

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt to the new normal. Yet despite the devastating disruption from the pandemic, there have been some positive impacts on the overall […].

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How to Write an FAQ Page and Strike the WOW Effect: 8 Tips [+ References]

HelpCrunch

You know what they say: haste makes waste. This goes for everything but is especially true when you do business. I feel like I need to move this point further. ?reating FAQs or explanatory content [ … ]. The post How to Write an FAQ Page and Strike the WOW Effect: 8 Tips [+ References] appeared first on HelpCrunch blog.

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The cost of living crisis and increase response rates

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.

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Guest Post: How to Create Massive Customer Surplus through Memorable Onboarding & Obsessive Service

ShepHyken

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. .

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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25 customer satisfaction survey questions and examples

Callminer

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

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How to Survive the ‘Great Resignation’ IT Crisis

Avoxi

How to Survive the ‘Great Resignation’ IT Crisis IT leaders are in a bind. The Great Resignation is making it difficult to bring processes and products to market. Many are turning to low-code no-code applications to accelerate their objectives while trying to survive the disruptions. Increased workloads, growing demands from digital transformation, and a lack of… The post How to Survive the ‘Great Resignation’ IT Crisis appeared first on AVOXI.

Marketing 114
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The Risks, Consequences, and Solutions to Attrition

Contact Center Pipeline

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return to work, coupled with the impact of retiring Baby Boomers—saw more than 4.3 million people quit their jobs in December 2021 […].

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10 Best Chatbots for Customer Service: Architect Perfect Dialogues with Your Audience

HelpCrunch

Come to think of it, automation and robots have invaded our lives well and truly. There is a possibility you face it in every scenario and in a variety of guises: paying for groceries at [ … ]. The post 10 Best Chatbots for Customer Service: Architect Perfect Dialogues with Your Audience appeared first on HelpCrunch blog.

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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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AI is just opinions written in code! Have you built in AI Ignorance?

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Artificial Intelligence (AI) is an incredible technology with potential to shape the future of humanity.

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Amazing Business Radio: Megan Neale

ShepHyken

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.

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Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Northridge Group

The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S.

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Why Customer Expansion Should Be A Critical Component of Your Growth Strategy

Totango

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Conversational AI: The Contact Center’s Superpower

Contact Center Pipeline

The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service. The customer journey shifted abruptly from a combination of in-person and digital to a digital-first (and often digital-only) path, increasing the load on digital infrastructures and suddenly remote workforce. The race was on for organizations to either create […].

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What’s the Difference between FAQs vs. Knowledge Base? Everything You Need to Know

HelpCrunch

Sometimes you are crawling around Google to find the answer regarding the tool you are using for business. Some links are bringing you to regular commercial pages where, to be honest, nothing is clear. Brands [ … ]. The post What’s the Difference between FAQs vs. Knowledge Base? Everything You Need to Know appeared first on HelpCrunch blog.

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The implications of the Long Tail in todays environment

Beyond Philosophy

We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. There is a compelling and interesting Sci-Fi show on Netflix called “ The OA.” But I don’t recommend watching it.

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Give Them Help Before They Yelp?

ShepHyken

Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. . But what if you don’t have the type of business that gets Yelp or Google reviews?

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AI in Contact Centers: Navigating the Future of CCaaS with AI that Matters

Experience the transformative power of AI in customer service! Discover how AI-driven contact centers revolutionize interactions, streamline operations, and deliver hyper-personalized experiences. We will explore three different ways that AI can optimize the operations of a contact center: The Role of Conversational AI in Self-Service Supporting Contact Center Agents with Agent Assist AI Empowering Contact Center Supervisors with Performance AI We will also look to the future of AI in the contac

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Chris Caldwell recognized as Best CEO for Diversity and Women

Concentrix

Concentrix also recognized as a top company for career development. The post Chris Caldwell recognized as Best CEO for Diversity and Women appeared first on Concentrix.

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Close the Loop on Customer Feedback with Solvvy Surveys

Solvvy

Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience. Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs.

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Analyzing the Analytics

Contact Center Pipeline

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing array of channels and sources. Understanding customers and contact center agents, and their interactions and experiences from this data via analytics, […].

Analytics 147