Sat.Jul 04, 2020 - Fri.Jul 10, 2020

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How to Create a Powerful Customer First Strategy: An 8-Step Guide

HelpCrunch

Our world has changed so that customers are in charge of businesses now. They decide whether to shop online or offline. Clients instinctively dictate how brands should shape their sales funnel, take marketing efforts, and [ … ]. The post How to Create a Powerful Customer First Strategy: An 8-Step Guide appeared first on HelpCrunch blog.

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6 Ways to Deliver Consistently Impeccable Customer Service

OctopusTech

In this age of everything being automated and fast, trust and seamless communication do not come easy. Customer experience has always been the lifeline for every business which aims to make customers feel valued and heard. Although, providing excellent service can involve extra resources, time and money, but when you get it right, it will enable you to stand out from your competition while maintaining a positive reputation among customers.

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An Easy Way to Evaluate Your Training

Toister Performance Solutions

My reputation was getting battered, and I didn't like it. This was years ago, when I supervised a training department in a contact center. New hires often struggled after completing our initial training program, and their supervisors would conveniently blame my team. The training program wasn't the problem, but I couldn't prove it. The contact center director wasn’t interested in my perspective when she had multiple supervisors saying their agents had not been properly trained.

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What A Face Mask Can Do for Customer Segmentation

Beyond Philosophy

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

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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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Amazing Business Radio: Patricia Fripp

ShepHyken

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting.

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A Path Forward: Leadership Insights for the Modern Organization

CCNG

I’ve always been a glass-half-full guy. And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. But, there's something about a common enemy or a universal challenge that brings out the best of us. Inspires us. Motivates us. As we navigate through our new challenges we are also learning about great acts of humanity, community, creativity, and leadership.

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Powerful New Way To Reveal How Customers Feel In The Pandemic

Beyond Philosophy

What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them.

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Would You Please Leave a Review About Your Experience?

ShepHyken

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews?

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Three Things Seasoned Work-From-Home Leaders Always Get Right

Contact Center Pipeline

I have the privilege of knowing dozens of seasoned U.S. work-from-home (WFH) leaders in financial services, health care, retail, travel, professional services and utilities who have figured out (over the years) the secret sauce for making work-at-home truly hum for their contact center organizations. Here are the top three things these leaders always seem to […].

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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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What I Wish Everyone New About Why Calls Go Longer Than We Want (Contact Center Call Control)

Myra Golden Media

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

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The Impact of Increased Handle Times

Call Design

Written by Michel Niere. In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them. Some of the causes of increased AHT might be due to: Technical issues like the internet not being fast enough, therefore taking longer to load information and as a result increasing t

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5 Top Customer Service Articles For the Week of July 6, 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. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. (ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experi

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What’s More Important? – Tip #6

Steve DiGioia

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important? Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job.

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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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Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers. What is your background in the industry? My entire adult life has been in call […].

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Interview With CX Ambassador Corrina Owens

GetFeedback

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

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Enhancing Remote Maintenance using Visual Technology

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance. Remote maintenance is therefore becoming a preferred solution for many field service organizations, as it enables technicians to monitor and maintain customer systems from afar using a range of tools and sensors

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How travel and hospitality brands are adapting with the pandemic

TELUS International

As economies around the world cautiously re-open, travel and hospitality brands' CX needs will likely remain unpredictable for the foreseeable future. Discover the keys to successfully navigating the road to recovery.

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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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Redefining the Work Experience

Contact Center Pipeline

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees benefit from WFH strategies. A Stanford University study found that WFH employees had improved retention, decreases in sick time and used less PTO, worked a true full shift and took fewer […].

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How to Bridge the Gap for CX Across the Organization

GetFeedback

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments.

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The Hokey Pokey of Continuous Testing: You Put Your Shift-Left In, You Put Your Shift-Right In.

Cyara

Testing what you’ve developed before the big, red “go live” button is pressed isn’t a new concept. It’s been a crucial part of software development for a long time, and a practice that development teams employ everywhere. When and how often that pre-deployment testing should occur is a more recent topic of discussion, with the “shift-left” label and plenty of proof points to back up its benefits.

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Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention. Boosting employee retention can require quite a few changes to company policies and hiring processes.

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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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Important post-COVID strategies for the call center

Tethr

It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. While pandemics are rare indeed, things like drastic regulation changes and natural disasters are other scenarios that need careful planning and intellectual anticipation.

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The Complete Guide to User Experience Metrics

GetFeedback

Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts.

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The Importance of Call Centers in a Crisis

Fonolo

The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare industry. And we’re not just talking about those working in the front lines. According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff. 9 Effective Ways to Handle Call Spikes in a Crisis.

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Tips to Best Balance Your Customers’ Value

CSM Practice

Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.

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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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Part 1: Ouch! Solve the pain caused by your current B2B customer support software.

TeamSupport

Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Let’s start with Part 1: Using a B2B help desk ticketing system powered by advanced technologies to resolve more tickets, shorten issue resolution time, and leave your inbox for email, n

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Prove The ROI of Customer Experience (WITH ACTUAL MATH!)

GetFeedback

Simplified CX YouTube series episode on how to prove the ROI of your CX program.

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Comparing 10 Most Popular CSAT Survey Solutions for Zendesk

Nicereply

You need to consider the features you need, the scope of your feedback program, the price you are willing to pay as well as compatibility with your current tech-stack. Customer satisfaction is a fantastic north-pole metric for your support team. It allows you to keep a finger at the pulse of your customer interactions, shows you areas of improvement, and gives your entire team as well as every individual agent something to strive forward.

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