Sat.Mar 13, 2021 - Fri.Mar 19, 2021

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How to Care More About the Customer Than the Sale

ShepHyken

It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers.

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What is the Connection Between ASA and Service Level?

Fonolo

You’ve probably heard the terms ASA and service level. But what do they really mean? KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. There are many important KPIs, but these are arguably two of the most important. So how do they work? We’ll explore the relationship between these two KPIs and find out how you can use them to improve your contact center!

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Planning a Safe Return to Work in the Contact Center

Contact Center Pipeline

Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back to the physical workplace in some form. After nearly a year of working at home in isolation, employees are understandably concerned about their safety at work, especially amid recent well-publicized COVID […].

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5 Rules For Making Customers Feeling ‘Cared For’ And ‘Valued’

Beyond Philosophy

Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill.

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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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5 Top Customer Service Articles For the Week of March 15, 2021

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. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. (Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and

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Collaboration: Distinguishing the Buzz from the Buzzword

Contact Center Pipeline

For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions, to gathering small teams in collab office spaces for networking and brainstorming sessions. The recent global pandemic raised the prominence of “collaboration” to buzzword status.

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Visual Transformation in Telecom: Endless opportunities

TechSee

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.

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Guest Post: Brilliant Advice for Women Breaking into CS Leadership Roles

ShepHyken

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles.

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Five reasons why data annotation matters

TELUS International

Data annotation is the invisible infrastructure behind our AI-powered future. Learn more about this industry and why it's never mattered more.

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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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Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

Contact Center Pipeline

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles. As his call ended, I approached. Noting the stress ball he was crushing, I said, “Tough call?” He nodded. “What’s it like managing those without all your peers here?” […].

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Visual Technology in Telecom: Endless opportunities

TechSee

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.

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Amazing Business Radio: Neil Baum

ShepHyken

A Prescription for Excellent CX. Customer Service Lessons From the Disney of Healthcare. Shep Hyken interviews Neil H. Baum, MD , Professor of Clinical Urology at Tulane Medical School in New Orleans, Louisiana. They discuss some of the foundational concepts in creating an exceptional customer experience. Top Takeaways: Some businesses such as a healthcare practice or provider, do not have a product that the customer touches.

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What is First Call Resolution in Call Center Metrics?

Fonolo

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021. What is First Call Resolution (FCR) in Call Center Metrics?

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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How Do Clear Sales Recruiting Strategies Impact Sales Team Turnover?

Integrity Solutions

Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.

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Customer Journey Infographic: Visualizing Your Customer’s Experience

Totango

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.

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Job Opening: Global Senior Manager, Consumer Response

Taylor Reach Group

Hello we are working with a client to identify and fill this role (below), if you are interested in this opportunity please send you resume to my email ctaylor@thetaylorreachgroup.com and include ‘GSM Applicant’ in the subject line. Global Senior Manager, Consumer Response. What makes this a great opportunity? WHAT WILL I BE DOING? In your role as Global Senior Manager, Consumer Response, you will be part of our success by: Developing and delivering a roadmap for responding to incom

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Live Chat Button: How to Install it and Talk to Customers Today

HelpCrunch

Installing a live chat button is a must if you want to communicate with website visitors the right way. Discover your options. The post Live Chat Button: How to Install it and Talk to Customers Today appeared first on HelpCrunch blog.

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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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Parceiro em Destaque: iLink

Aspect

Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes. O programa de parceiros de canais da Aspect é projetado para proporcionar maior engajamento do cliente, através da identificação dos melhores e mais brilhantes parceiros de canais para implantar o portfólio de soluções profundas e amplas da Aspect tanto locais (on-premise), quanto na nuvem.

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AVOXI Goes All-In on Remote Workforce

Avoxi

AVOXI Goes All-In on Remote Workforce As a global organization, providing a supportive and flexible work environment for our AVOXI employees has always been incredibly important to us. We understand that if we can take care of those who work for us - in return, they’ll be the ones taking great care of our customers. … The post AVOXI Goes All-In on Remote Workforce appeared first on AVOXI.

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PPP loan forgiveness: How our customer Upside Financial is supporting SMBs

Talkdesk

Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. The Paycheck Protection Program (PPP)—a business loan program established by the U.S.

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How Texting Keeps Your Contact Center Agile in 2021

NICE inContact

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Partner Spotlight: iLink

Aspect

Our ? Partner Spotlight Series ? focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? . Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.?

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WhatsApp Bots – What are They and How to Create One for Your Business?

kommunicate

WhatsApp’s massive growth in popularity over the past few years has created many opportunities for businesses. Companies around the world are currently discovering the power of the WhatsApp Business app. It allows you to send notifications and messages using a WhatsApp chatbot, which is a great way to increase and personalize customer engagement. WhatsApp has [.].

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How Improv Comedy Has Made Me a Better Community Manager

Influitive

When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool! (tells me about doing improv in college/show they’ve seen/friend who performs) But by far the most common response I get is: “You make up everything on […]. The post How Improv Comedy Has Made Me a Better Community Manager appeared first on Influitive.

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Providing a consistent customer experience

Spearline

A focus on ensuring customer experience consistency and satisfaction can be a key differentiating factor for many businesses. Research by Esterban Kolsky details that only 1 in every 26 unsatisfied customers will complain, 91% of these non-complainers will also choose to leave the business. Kolsky describes how a business must ensure that the correct infrastructure, strategy, and employee training is in place for a positive and consistent customer experience.

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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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10 Call Center Customer Service Skills Every Agent Needs to Have

Expivia

Incredible customer service is the backbone of any call center. Agents deal with customers every day. So, they need to have the most crucial skills to handle their issues well. What exactly makes a call center agent good at customer service? And is there anything managers and supervisors can do to help? Let’s find out. Top 10 Customer Service Skills of the Best Call Center Agents.

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5 Inbound Call Center Outsourcing Secrets

Quality Contact Solutions

By Alejandra Gerbe, Operations Manager Finding the right inbound call center outsourcing partner can be a daunting decision for many businesses, but it does not have to be. Quality Contact Solutions understands the intricacies and nuances that come with leading an inbound call center. We recognize that for an inbound call center to be successful, we must figure out how to carefully merge the mission, technology, staff, and processes with each other.

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Shedding Light on Digital Access

Unymira

SAP’s licensing revenue has changed. It is increasingly difficult for them to track and to charge for Indirect Access, in which you pay a Named User license for accessing SAP data via third-party.