Sat.Nov 07, 2020 - Fri.Nov 13, 2020

6 Questions To Ask To Ensure Your Voice of Customer Programme Delivers Results

Enghouse Interactive

Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today.

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20 Empathy Statements to Show Stressed-Out Customers That You Care

Contact Center Pipeline

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?”

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6 Strategies for Delivering a High Level of Customer Service During COVID-19

The Northridge Group

With the onset of COVID-19 came a period of real difficulty for most businesses. Companies equipped with the technology to transition to a remote environment were urged or forced to do so—and fast.

The Mike Moment

ShepHyken

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

25 Indicators of Fraud on Inbound Calls

Callminer

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever.

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Meet NICE inContact: Our November 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create extraordinary and trustworthy customer experiences that create deeper brand loyalty and relationships that last.

Guest Post: Ditching NPS for Real Feedback–Which is Better For Your Customer Experience?

ShepHyken

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time.

How to optimize customer service costs with visual assistance

TechSee

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours?

The 5 Rules For Design A Great Digital Experience

Beyond Philosophy

The 5 Rules for Designing Great Digital Experiences. A lot of Behavioral Economics 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. In 2020, we have all been doing many more online customer experiences than we thought we would. Some of these digital experiences have been excellent, and others were not.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Transform Your Contact Center from an Expense to a Revenue Source

Contact Center Pipeline

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well.

Amazing Business Radio: Josh Liebman

ShepHyken

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. Shep Hyken interviews Joshua Liebman , founder of BackLooper. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it.

The Future of the Contact Center is Remote

Fonolo

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. It happened even faster than we thought. Read the Full Industry Report Here: The State of the Contact Center in 2020.

Interview with CX Ambassador Matthew Phillip

GetFeedback

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space. Articles

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

The journey to great begins with gratitude

Talkdesk

November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen.

5 Top Customer Service Articles For the Week of November 9, 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 experience equation: Happy employees and customers accelerate growth by Vala Afshar. ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.

NICE inContact Recognized by Master Referral Partners with Performance Awards

NICE inContact

Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NICE inContact, as well as for our partners.

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Edify Huddle to Offer Dynamic Scripting Within Its Workflows Tool

Edify

Contact: Liz Cahill for Edify Labs. Press Release Edify Huddle workflows dynamic scripting

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How do you measure customer health?

Satrix Solutions

When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a picture of customer health.

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How Customer Success Technology Tackles the Top 7 CS Challenges

Totango

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers.

Cyara Partners with Splunk to Help Resolve CX Issues Up to 10x Faster

Cyara

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations.

How to deliver the best mobile user experience

GetFeedback

Five key elements to delivering the best mobile UX and how to use customer feedback to optimize the experience. Guides

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

5 Skills Needed to Excel In Healthcare Sales Today

Integrity Solutions

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade.

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

Totango

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan.

SMS Marketing: 8 Ways to Generate Leads with Bulk SMS

JustCall

SMS marketing, also called text message marketing, is a low hanging fruit that your business must tap into. When done right, SMS marketing can become a powerful lead generation machine. Want to know how? In this blog, you will learn 8 ways to generate leads through SMS marketing.

Would you trust a robot e-banker?

TELUS International

AI-powered robotic process automation, virtual assistants and chatbots promise to change the banking CX. Learn how banks can build trust and get consumers onboard. Next-Gen Technology

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How to Prepare for Increased Call Center Workload During the 2020 Holiday Shopping Season

Fonolo

Increased demand on a typical day is challenging enough, but it can be downright overwhelming during the holidays. Earlier this year, we saw the COVID-19 pandemic nearly bring call centers across the world to a halt due to a sudden increase in customer inquiries.

The Morale Doctor is In

Monet Software

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm?

Why strong cultures have diversity and representation | J. Israel Greene interview

Toister Performance Solutions

You've heard these words a lot lately: diversity and representation. There's probably some confusion. What do they mean? How do they impact my business? Is this another fad project I need to work on? Let's get one thing out of the way. It's not a fad.