Sat.Apr 25, 2020 - Fri.May 01, 2020

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Four Critical Questions Chief Customer Officers Should Ask

Sykes

As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . L ooking at the speed at which global restrictions and lockdowns were imposed across many organizations in March 2020 come many questions which spur strategic shifts.?

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Multiexperience Strategy: The New Apex of the Customer Journey

TechSee

The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.

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3 Reasons Why You Are Losing Customers and How to Stop It

Wowdesk Blog

Did you know that 93% of customers are likely to repeat purchases with companies that offer excellent customer service? Most businesses believe that customer acquisition is the key to run a business. However, stats prove that there are only 5-20% chances of selling to a new customer whereas 60-70% chances of selling to an existing one. We aren’t opposing the fact that sales teams need to acquire new customers but a healthy balance between not losing old customers and acquiring new ones is impera

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Pandemic Behavior Explained: The Good and The Bad

Beyond Philosophy

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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A Reason to Smile During the COVID-19 Pandemic

ShepHyken

I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic. He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits.

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The Impact of Altruism on a Servant Leadership Culture

Contact Center Pipeline

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing over an article, it is possible to identify servant leadership’s ties to altruism and how that connection can help in boosting servant leader culture. Altruism Defined Altruism is the practice of […].

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Why Are People Behaving So Good & Bad, During The Pandemic

Beyond Philosophy

Understanding Human Behavior During the Pandemic, and What to Do About it. Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior.

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Guest Post: Be The Best Decision Your Employees Ever Made

ShepHyken

This week we feature an article by John R. DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever.

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You’ll Never Improve if You’re Married to Your Ideas

Steve DiGioia

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

Contact Center Pipeline

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. That […].

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25 Conflict Resolution Strategies for Customer Service

Callminer

Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.

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5 Top Customer Service Articles For the Week of April 27, 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. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. (Washington Post) Shake Shack is returning all $10 million it received from a federal loan program intended to help small businesses amid the ongoing coronavirus pandemic,

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Quick Tip for Giving Customers Bad News

Myra Golden Media

It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. When you sound like you care when giving bad news, you’ll position yourself to deliver bad news in such a way that more comfortable for customers to hear and accept.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Top 5 Posts in April

Contact Center Pipeline

With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus pandemic and work-from-home issues. Not surprisingly, COVID-19 and remote-work-related posts once again topped the list of most-read content on the Pipeline blog. Contact Center and COVID-19: Lessons Learned To say the […].

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Customer Journey Mapping: Templates, Examples & Tools

Callminer

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

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GETTING UNSTUCK

Victor Midgley

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools I cannot think of a more common state of emotion among people than the sense of being in a place of confinement, restriction – stuck.

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How Proprofs Is Evaluating, Interviewing, and Onboarding During the COVID-19 Crisis

ProProfs Blog

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Right after 5 years, here we are in awe of his far-sightedness and witnessing the global economy crumble down like a house of cards. During the start of this year, nobody would have anticipated that a tiny microbe would lead to millions of job losses across the globe.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Workforce Planning When There’s a Global Pandemic

Aspect

Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic. COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff. Regardless of where in the world you are, industry type, or size of the contact centre, most of you are having to consider the logistics of having staff working from home.

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Inside View: Purchasing Power

Contact Center Pipeline

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with empathy, efficiency and grace, it is an experience that uplifts the customer and instills a sense of loyalty for the company that often translates into brand advocacy. Just ask the Customer […].

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GETTING UNSTUCK

Victor Midgley

I cannot think of a more common state of emotion among people than the sense of being in a place of confinement, restriction – stuck.

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101 Guide on Good Customer Service

ProProfs Blog

“When you help others feel important, you help yourself feel important too.” – David J. Schwartz, Author, and Motivational Speaker. That’s exactly what Lego did for a seven-year old Luka Apps who was devastated after losing his favorite toy – Ninjago. The boy wrote a heartfelt letter to the company saying: Well, the company was thrilled to hear from their fan and wanted to make sure that they replied to his mail in the most unique way possible.

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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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What Timeframe for an AI Chatbot Project?

Inbenta

Depending on the context in which the chatbot project takes place, and therefore its scope of action, its implementation may take more or less time. From our experience, it is the framing phase that is the most time-consuming as you have to consult with all the teams involved in the project and obtain various approvals to start the developments. Team coordination is also crucial when defining the roles of each team member within the project and potentially redefining or creating new positions.

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Improving CX on a Budget

Taylor Reach Group

By Peg Ayers. In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).

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MAKING LIFE EASY

Victor Midgley

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools Sounds impossible if not wrong to say it out loud, doesn’t it?

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Pandemic Planning for Businesses: How to cope up with COVID-19

ProProfs Blog

Tough times are inevitable in life and in business. But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson , Founder- Virgin Group. As the world gradually adapts to the current COVID-19 pandemic and more and more people move indoors to practice social distancing, businesses, globally, are faced with a dilemma- to either make necessary changes and survive or completely shut down operations.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Zen Internet prioritizes the Customer Experience with GetFeedback for Salesforce

GetFeedback

Zen Internet became a top-tier ISP by providing top-class customer service. Read on to see how the company set up a feedback loop to continually improve its CX.

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Trusting those you trust with your most valuable asset

Taylor Reach Group

By Colin Taylor. The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship.

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MAKING LIFE EASY

Victor Midgley

Sounds impossible if not wrong to say it out loud, doesn’t it? As a human race, it seems to have found its way into our heads and actions that if we want to achieve anything it is supposed to be hard.

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