Sat.Jul 02, 2022 - Fri.Jul 08, 2022

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Guest Post: 6 Customer Service Trends That You’ll Want to Adopt in 2022

ShepHyken

This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. Today we open the main customer service areas in anticipation of 2022.

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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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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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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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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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Best Practices For A Powerful Professional Network: Part 3

CCNG

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We know that peer-to-peer discussion and sharing can often provide a more effective and less expensive way to improve performance and reduce risks.

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Mining for Productivity

Contact Center Pipeline

“Our call centers are extremely busy at the moment, please only call us if your query is urgent.” The past 18 months have seen messages like this become commonplace across consumer-facing websites, shifting from those typically only displayed around major holidays to becoming permanent fixtures. No doubt this trend has been exacerbated by the COVID-19 […].

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How to Calculate Schedule Adherence in the Call Center

Fonolo

Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence.

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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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When Your Company Becomes a Verb

ShepHyken

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

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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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Is the Support Experience Part of Your CX Strategy?

Contact Center Pipeline

We have all felt the impact of the macro-level market shift towards what has been dubbed the “subscription economy.” As many businesses move towards a recurring revenue model, the priorities have shifted from “initial sales” to “customer retention and growth.” This shift has major repercussions inside the contact centers and customer support organizations of the […].

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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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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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5 Top Customer Service Articles of the Week 7-4-2022

ShepHyken

Each week I read many 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. 7 Top AI Trends in Customer Service by Zendesk. (EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done.

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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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It’s Time to Shift Right

Totango

It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.

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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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Why NRR (net revenue retention) is the one metric to rule them all for SaaS

ChurnZero

This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.

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Don’t make these common outbound dialing mistakes

Spearline

There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls. Depending on the location of your outbound contact center and the complexities involved, the cost of your outbound call campaign could be sitting anywhere between $10-$55 per hour, per agent, so you’ll be keen to ensure as high a return as possible on this investment.

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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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The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn

Totango

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion.

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Net Promoter Score® Research: the “for” and “against” list

Genroe

Over the past few years, I have come across all sorts of research on Net Promoter Score. Some of it positive and some of it negative, but never in the same place or easy to access. Typically, organisations only link to the research that supports their case. So I thought that it would be a […]. The post Net Promoter Score® Research: the “for” and “against” list appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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Why Sales and Customer Service is the Ultimate Partnership for Fiscal Success

Working Solutions

If your business wants to continue attracting new customers – and retain the ones you currently have – then your sales and customer service (CS) teams must partner. A user-friendly customer experience results in higher customer satisfaction, and offering excellent customer service gives you a competitive advantage. 60% of customers stop doing business with a […].

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The importance of WebRTC monitoring for enterprises

Spearline

The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fuelled, in part, by the remote communication needs of the Covid-19 pandemic, use of WebRTC solutions has grown significantly in the last few years. Enterprises are increasingly finding new ways to use the technology to help them provide the best customer service, as well as improved internal communications.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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Kommunicate’s Self-Learning AI feature – Our Bots Just Got Smarter!!!

kommunicate

Last Updated on July 4, 2022 “Robots are not going to replace humans; they are going to make their jobs much more humane. Difficult, demeaning, demanding, dangerous, dull – these are the jobs robots will be taking. Sabine Hauert, Co-founder of Robohub.org Self-learning AI might sound like something right out of the Terminator movies but [.]. The post Kommunicate’s Self-Learning AI feature – Our Bots Just Got Smarter!!!

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The Role of Voice in an Omnichannel World

Balto

Blair Pleasant President & Principal Analyst, COMMfusion LLC. Today’s consumers demand customer service that’s available anywhere and at any time. Customer experiences are increasingly omnichannel, with a variety of interaction channels including chatbots, SMS, messaging, and more. Despite the widespread adoption of these digital service channels, 75% of consumers still prefer to interact with a live agent in most situations.

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How to Build a Chatbot in 8 Steps without Coding

Comm100

As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). Research shows that 45% of users already prefer chatbots as the primary mode of customer service communication. .

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New from Spearline! IVR systems testing

Spearline

[link] Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard to know if your customers are experiencing these problems. However, with the use of Spearline’s IVR Tester, individuals may map a full IVR system automatically. This ensures the audio prompts playing at each stage of a call flow are playing correctly and utilizing the desired audio.

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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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6 Tactics to amp up your Shopify Store’s Conversion Rate

kommunicate

Last Updated on July 7, 2022 When you are running a Shopify store, there are two numbers that you should always keep at the forefront – conversion rate and sales revenue. Sales are directly dependent on the website’s conversion rate. Higher the conversion rate, higher the sales revenue, and vice-versa. Conversion rate is a percentage [.]. The post 6 Tactics to amp up your Shopify Store’s Conversion Rate appeared first on Kommunicate Blog.

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Powering AI in radiology: The role of structured data

Nuance

In a world of rising patient volumes and increasing provider burnout, the need for AI has never been greater. In radiology, AI-powered solutions can streamline workflow, allowing radiologists to focus on image interpretation instead of report creation while calling attention to important diagnostic clues locked in the pixels. It’s important to remember one of the [.

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3 Call Center Quality Monitoring Best Practices

Fonolo

Steve Jobs once said, “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” That first sentence is a home run for call center quality monitoring. But these days, customers expect excellence. . Today’s customer has evolved, with no patience for anything less than exceptional. Your first step to meeting them is through call center quality monitoring.