Sat.Sep 19, 2020 - Fri.Sep 25, 2020

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Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].

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Work-at-Home vs On-Premise Call Center Agents – A Comparison

CustomerServ

The decades-long debate comparing work-at-home vs. on-premise call center agents is a front-and-center topic today. Our industry is nearly six months into the workplace changes brought on by the coronavirus, and we are still adjusting to the current state of things. Many companies managed the sudden shift to work-at-home with few difficulties, while others are still struggling to overcome challenges, particularly with staffing, training, agent engagement, collaboration and attrition.

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The Voicemail Paradox Is Slowly Killing Voicemail

AnswerConnect

Businesses set up their voicemail to give people a response. But guess what voicemail says? “I’m unavailable to respond.” In. Continue Reading → The post The Voicemail Paradox Is Slowly Killing Voicemail appeared first on AnswerConnect Blog.

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What is Customer Science? Is this the next wave of change?

Beyond Philosophy

I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organizations seeking customer-driven success.

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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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Following the Shot In

ShepHyken

Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. Before we go further, you should know this isn’t a super-competitive league.

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8 FREE customer service classes on LinkedIn Learning!

Myra Golden Media

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

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What is Customer Science? Is This the Next Wave of Change?

Beyond Philosophy

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth.

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Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. In a service-based economy, positive customer interaction is more important than ever. According to a Blackhawk Network study, […].

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5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly. (Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.

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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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During Times of Crisis, the Best Investment is CX

CCNG

The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations. Customer Experience is the end-to-end interaction that customers have with us from being a prospect to buying our products and services to paying for them and everything in between.

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Boosting Field Service Efficiency with Augmented Reality

TechSee

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment. AR is being used to boost field service efficiency by enabling remote technicians to guide their customers through many issue resolution processes, and by providing remote expert support t

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Outbound Call Center Tips & Best Practices

Callminer

To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.

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5 Contact Center Communication Skills That Will Make the Agent-Customer Relationship Go From Good to Great

SharpenCX

Earlier this year, I fought for seven months to get an issue resolved with a customer service team. Every couple of weeks, I’d muster up the energy to call the same number and wait on hold until someone answered. Nearly every time I called, I spoke with a different agent. I’d have to start from the beginning of my story and walk each agent through my dilemma.

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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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How Do You Deliver Connected Experiences In the New Normal?

GetFeedback

Adapt your CX program to COVID-19 and continue to deliver great connected experiences.

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I Did Quality Assurance Without Scores and I Liked It

Customer Service Life

Image by Gerd Altmann from Pixabay. I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a whole lot about this topic here and read the opinions of 14 contact center professionals here. Now for the honest truth about the scoreless QA discussion. While I’ve spent a lot of time working with contact center teams on quality assurance, I, myself have not actually done a quality evaluation and coached an agent

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Future-proofing your corporate culture

TELUS International

Working remotely has its fair share of challenges. Discover key strategies to inspire and engage your employees and keep your corporate culture going strong.

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Guest Post: Emotive CX for Customer Interaction

Eptica

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Published on: September 23, 2020. Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved.

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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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Making remote an advantage for your contact center

Talkdesk

A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result? A gap that widens over time until companies fall so far behind that they need to completely overhaul their technology stack in order to support modern operational needs.

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[WEBINAR] What’s Stopping Your Credit Union From Reaching New Members?

Fonolo

There’s a golden opportunity for credit unions in the next five years, but only if they act fast. With the rise of P2P lending and socially responsible investment, it’s clear that consumers are looking for alternatives to big banking institutions. Credit unions typically have much higher customer satisfaction scores compared to other financial institutions.

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What HIPAA Compliance Means To Your Business and Your Clients

Ansafone

In the healthcare industry, knowing and abiding by the HIPAA regulations is of utmost importance for the patients and for the healthcare practitioner. The Health Insurance Portability and Accountability Act, commonly referred to as HIPAA, and its extensive requirements are designed to protect the importance of patient privacy. HIPAA was enacted in 1996 and was … What HIPAA Compliance Means To Your Business and Your Clients Read More ».

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My Next Webinar with Eventus - Managing the Contact Center Data Deluge

Jon Arnold

That title should be self-explanatory, so if you’re wondering about how contact centers can get a handle on the exponential growth of data from endless sources - and actually get business value - this is the webinar for you. Eventus is a really interesting company, and they have a pretty distinct take on how to do this. Aside from learning about that, I’ll share my own analyst perspective based on what I’m seeing in both the contact center and business intelligence worlds.

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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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3 ways to bolster remote security by tracking agent activities in real time

Talkdesk

Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly. One of the primary concerns in a WFH environment is information security. 75% of IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces.

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Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement

Totango

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Your product adoption strategy — the process you follow to ensure your customer is achieving maximum value from their daily use of your product — should be based on solid data and driven by the pursuit of ever-

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Tough Times Call for Executive Insight

Working Solutions

In a recent CEOWorld Magazine viewpoint, chief executive Kim Houlne turns decades of experience into practical business lessons for leaders to deal with these trouble times. Houlne, who has led her own private company for 24 years, draws from personal ups and downs to guide others during the pandemic in the piece, “Courage in the […].

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ChurnZero Earns a 2020 Tech Cares Award from TrustRadius

ChurnZero

ChurnZero is being recognized for giving back to their community with a 2020 Tech Cares Award from TrustRadius. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized the company with a 2020 Tech Cares Award. This award celebrates companies that have gone above and beyond to provide their communities, clients, and front line workers with support during the COVID-19 crisis. . “ We may not be saving the world from COVID (the real heroes are in heal

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Accessing Interpreters for Telehealth Made Simple with 3-Way Video Calls

Certified Languages International

Even before the COVID-19 pandemic, telehealth visits were on the rise — and with it, the need to bridge the communication gap for limited English proficient (LEP) patients. Over the past 6 months, many hospitals and healthcare systems have scrambled to support their LEP patients remotely. They’re using videoconferencing platforms like Zoom, GoToMeeting, and Webex that were not specifically designed to add medical interpreters into care delivery.

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Improving your Customer Experience with Spearline

Spearline

Many customers usually pick up the phone when they have a pressing, emotional issue to resolve. Yet connectivity and audio connection issues sometimes can often make a difficult situation for the customer even worse. The last thing they want to experience is connectivity or audio quality problems with the phone call itself before they even get as far as having a conversation.

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Powerful, easy-to-use student-centered portfolios

FreshGrade

“With FreshGrade, teachers now have the tools they need to provide immediate feedback to students as they are learning “ DAMIAN COOPER, CANADA. Student-centered digital portfolios have been attracting attention over the past few years, but with our current, changing educational landscape, they’re valuable because they’re flexible for remote or/and in-class teaching and learning.