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

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.? .

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.

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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.

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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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

The Impact of Altruism on a Servant Leadership Culture

Contact Center Pipeline

Servant leadership is the backbone of many leadership development programs today.

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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.

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.

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.

3 BELIEFS YOU MUST UNDERSTAND

Victor Midgley

I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?” Another of my most respected mentors, Bob Proctor, in his book, “You Were Born Rich” made this […

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

I’LL BE HAPPY WHEN…

Victor Midgley

801-809-1851 Facebook-f Twitter Linkedin-in Youtube Victor Midgley Institute of PROGRESSIVE LEARNING SUBSCRIBED MEMBER HOME STUDY DASHBOARD LMS CONTACT US I’LL BE HAPPY WHEN… by Victor Midgley The topic of happiness may very well be the most written and most read topic in human history, I get it! However, I plan […]

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Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Customer Retention Strategies That Work in Uncertain Times

Totango

Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions.

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.

Inside View: Purchasing Power

Contact Center Pipeline

It takes a skilled service professional to deliver a quick, competent response to a customer complaint.

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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? ”.

Voice Quality Validation for At-Home Agents

Cyara

In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls.

How to Set Measurable Customer Service Goals for Your Team

ProProfs Blog

From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. And, ultimately become brand loyals.

How to Build & Maintain Customer Trust During Covid-19

360Connext

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you?

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

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).

3 Skills Required To Be an Effective CX Leader, From Our VP of CX

GetFeedback

Christine Rimer, VP of Customer Experience & Advocacy at SurveyMonkey, shares the top 3 skills you need to succeed based on insights from our recent CX peer survey. Articles

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.

5 ways to improve digital customer experience

Lumoa

Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.