Sat.Apr 16, 2022 - Fri.Apr 22, 2022

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5 Rules of How to Effectively Target Your Critical Customers

Beyond Philosophy

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way? The answer is in customer segmentation, and we have five rules to share on how to segment properly.

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Seek and Share Truth to Boost Employee and Customer Experience

CCNG

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

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Improving Agent Retention in the Call Center

SmartAction

Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40% , that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. These days, new hire turnover is often higher than 90% in the first 90 days, according to Mark Miller, global customer service advisor at J.D.

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How to Deal with Customer Complaints: The Perfect Thing to Say

ShepHyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

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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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Executive Interview with LumenVox Founder & CEO Edward Miller

Contact Center Pipeline

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers. Q. What makes LumenVox […].

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Qualitative Research in Customer Experience: When it’s better than Quantitative

Satrix Solutions

Is your company thinking about: • Changing your customer service or support model? • Refining your product offering? • Developing a new solution? • Evolving your messaging and positioning? These are just a few common examples of the types of decisions that can have a profound impact on a company’s ability to retain, acquire, or expand customer engagements.

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5 Top Customer Service Articles of the Week 4-18-2022

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. Tracking Customer Experience? Measure Outcomes, Not Indicators by Mike Cooper. (The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number.

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10 Types of Chatbots and How to Choose the Best One for Your Business

HelpCrunch

Most of us at this point in our lives have probably used chatbots. But have you ever wondered how they work? What types of chatbots are there? How do we interact with them? Before we [ … ]. The post 10 Types of Chatbots and How to Choose the Best One for Your Business appeared first on HelpCrunch blog.

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Ways to Improve Virtual Customer Service

Working Solutions

In any business, there’s always room for improvement. Virtual customer service is no different, as it remains a vital element in growing your reach and retaining those valuable current customers. One bad service interaction may have a ripple effect that impacts your entire business negatively. That’s why consistently researching ways to improve the quality of […].

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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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Would You Rather Call Customer Support or Clean a Toilet?

Creative Virtual

By Mandy Reed, Global Head of Marketing. 42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason.

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Amazing Business Radio: Chris Lynam

ShepHyken

The Choreography of Customer Service. The 5 Core Concepts to Customer Service. Shep Hyken interviews Chris Lynam , Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor , and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.

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Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

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How to Transform Customer Support – A Play in 3 Acts

Lumoa

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

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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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Flipping the Spoon – Your Data

Education Services Group

The Reason. My wife and I have been married for almost seven years. We were the couple that got married fast and haven’t looked back for a second. She is my best friend and the only person who knows me completely and wholly. Of course, I loved her before we got married, but there was a specific moment on our honeymoon as she walked along the beach a few paces ahead of me, the clear water gliding across her feet as they slightly sank in the sand, the sun softly approaching the waterline of the Gu

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Using Speech Analytics to Elevate Your Agency’s Productivity and Performance

Provana

While all collection-focused contact centers want to improve their agent performance and processes, they simply cannot handle the sheer volume of calls they need to review without the use of speech technology. Without speech analytics, firms must still devote several FTEs to manual call review – and that’s not even for 100% call coverage! Adopting speech analytics technology will enable you to automate comprehensive call monitoring, yet this in and of itself does not replace the need for a QA ex

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Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy

kommunicate

Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. Usage: “No industry is immune to digital disruption.” When Amazon started as an online book store way back in the 90s, Jeff Bezos knew that he wanted [.]. The post Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy appeared first on Kommunicate Blog.

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How to Create Engaging Customer Service Videos for Your Business

Nicereply

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Video marketing is helpful at every stage of a marketing funnel – from attracting initial leads at the first instance to closing a sale and converting at the other end.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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What makes ChurnZero a 2022 CODiE award Customer Success finalist?

ChurnZero

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. CS is everything we do, and it’s what we’re here to help you do.

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Product News – April 2022

Lumoa

Lumoa Product News for April 2022 MASSIVE update to the Integrations hub – one click integrations with your favourite apps! Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Pull reviews from popular places like Facebook , Zendesk, Trustpilot, Amazon, and more! Not just history – integrations will pull future data the day after it comes in!

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5 Common Scheduling Pitfalls for Call Center Management

Fonolo

Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

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Support Talks: Career Development and Diversity In Support

Nicereply

Support is often seen as an entry level role to technology. This notion sets up a unique ability to introduce eager and engaged people from a variety of backgrounds to frameworks that help build out their future career. Desiree Gregory, Director of Global Support at DroneDeploy , shares that this is the reason she loves working in support. She is excited to help bring people into tech and views support as the door to do it.

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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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5 tech-touch Customer Success tactics that ChurnZero makes easy

ChurnZero

You can’t build or scale a high-performing team if process gets in the way of productivity. Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable.

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The antidote to the burnout pandemic

Nuance

Burnout has long been an issue that has plagued frontline healthcare workers. The COVID pandemic has increased burnout both in its intensity and scale with more physicians reporting feelings of burnout. Pre-pandemic, 42% of physicians said they were burned out and 64% say it has intensified due to the pandemic. It is estimated that burnout costs U.S. healthcare organizations $4.6B [.

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What Pain Points do Customers Experience with Live Chat?

IdeasUnlimited

Introduction. Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. Customers are the most crucial aspect of any successful business. They’re the ones who can make or break a company’s reputation.

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How to help customer service employees move away from scripts

Toister Performance Solutions

I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward. He told me that he was willing to "delight me" by offering free access to the company's file recovery software.

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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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Text Your Arrival

VirtualPBX

Curbside Pickup with VirtualText. When the pandemic hit, a curbside pickup was a shopping convenience that became a lifeline to consumers. As “click-and-collect” growth boomed in unison, curbside pickup orders rose to 190% in North America alone. Though the height of the pandemic has subsided, some companies have seen the safety and benefits of this service.

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Call Centers are the Last Line of Defense for Stopping Customers from Defecting

SQM Group

When a call is unresolved, customers are five times more prone to defection than if they experienced FCR. This is because call centers are the last line of defense for stopping customers from defecting.

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Are the High Rates of Online Shopping Here to Stay?

Helpware

When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to televisions. Many people experienced the convenience and selection offered by online shopping.

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