Sat.Dec 19, 2020 - Fri.Dec 25, 2020

8 Proof Points that Buddy the Elf is a Contact Center Expert

Customer Service Life

I just love Christmas movies as evidenced by the dozen or so that I dust off and watch every December. In past years I’ve written about National Lampoon’s Christmas Vacation , The Holiday , and Arthur Christmas.

10 Quotes To Inspire Better Customer Service As We Round the Corner into 2021

SharpenCX

Confined to our own four walls this year, we were suddenly presented with something we’ve been begging for more of for so long: time.

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The future of CX delivery: Applying the learnings from COVID-19

TELUS International

In this virtual think tank article developed in partnership with Frost & Sullivan, discover how customer experience leaders are optimizing CX in a post-pandemic world. CX Best Practices

The Customer Service Experience Doesn’t Begin with the Greeting

ShepHyken

In the world of show business and live entertainment, every act has an “opening.”. Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

How to Make Work Work Again

Contact Center Pipeline

It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re forced to figure out what could actually work—aside from pontifications about the need for business resiliency. Many will need resurrection first.)

InformaTech

InformaTech

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Customer Experience Strategy Updates for 2021

CX Global Media

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions.

5 Top Customer Service Articles For the Week of December 21, 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. How to Provide the Best Possible Customer Experience? by GISuser.

The Importance of Soft Skills Training Beyond the Pandemic

Contact Center Pipeline

Even as local economies begin phases of reopening, COVID-19 is keeping most of us in our homes for the foreseeable future, and as a result, online shopping has become the go-to way Americans are getting essential (and non-essential) items. In fact, consumers spent $146.47

Designing Country Culture Into Your Global Experience

Beyond Philosophy

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response.

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!

Transforming CPG Inventory Management with Augmented Reality & Computer Vision

TechSee

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle.

Amazing Business Radio: Joseph Michelli

ShepHyken

Stronger Through Adversity. Delivering Amazing Customer Experiences Through Times of Crisis. Shep Hyken interviews Joseph Michelli, Ph.D., certified CX professional and bestselling author.

Happy Holidays!

Contact Center Pipeline

Wishing all of our readers a safe and happy holiday season, and warm wishes for the New Year! Featured call center contact center

309: Bill Eckstrom – Coaching for Leaders and Managers

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.

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!

Our customers love us on G2

Talkdesk

Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. The G2 Winter 2021 Report is out! ?? And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??.

Guest Post: Customized Customer Solutions–How can Customer Solutions be Custom Built to Your Customer’s Needs?

ShepHyken

This week we feature an article from Pratik Salia , product manager at Knowmax. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. In a world where we are spoilt for choice, a custom made option is the only right option.

2021 CX Trends: The Tethr Customer Experience Forecast

Tethr

2020 was a rough year—and that’s putting it mildly. Not an individual, operation, or industry has gone unscathed during this time of accelerated innovation.

The Gift of Happier Customers: Equip Teams to Deliver Exceptional CX

Cyara

3 Holiday Wish-Listed Gifts to Give Back to Your Customers. And Your Business | Part 3, Happier Customers. Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever.

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.

How banks can streamline service with the latest round of PPP

Talkdesk

Proactive outreach, AI, automation, predictive routing and calling will be essential for reaching out to the most vulnerable small business clients.

How to set a good out-of-office message

Toister Performance Solutions

Are you taking time off for the holidays? If so, don’t forget to set an out of office message. With so many holidays like Christmas, Hanukkah, New Years, and Festivus, December is a time when people take a few days off from work. Keep in mind that we all don’t take the same days off.

Seven Predictions for How We’ll Work, Learn and More in 2021 

Momentum Telecom

2020 has been quite the year, to say the least. . We’ve all experienced uncertainty and frustration as daily life has gone largely digital (at least temporarily). But it’s also been a year of resiliency and change, especially in our professional lives.

Digital Front Door, Ambient Technology, AI, and The Revenue Cycle

Nuance

The urgency around the factors driving this transformation – physician burnout, patient expectations, and financial resilience – will only grow in 2021.

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!

The Knowledge You Needed in 2020: Guru's Year in Review ??

Guru

Here's what we can say about 2020: it's over, and we got through it together while staying apart. A mere 12 months ago we didn't even know what social distancing was —and now it pretty much defines every aspect of our lives.

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Multi-Cloud Data Protection

ConvergeOne

Organizations today have a multi-cloud presence. By that, I mean that on-premises data centers are no longer the standard in IT.

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Adapt your CX strategy in 2021 using people, process, and technology

GetFeedback

Simplifying CX YouTube series video highlighting tips for building your 2021 customer experience strategy. Videos

Five digital security trends to watch in 2021

Nuance

Here is a round up of five key digital security trends that span from cybersecurity, fraud prevention, and risk management Forward-looking CISOs will transition to password-less authentication with the twin goals of customer convenience and enterprise security.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

5 Last-Minute Phone System Updates: Holiday Business Hours and More

VirtualPBX

Preparing for holidays at your business doesn’t have to be a chore. With a few quick updates, you can change your holiday business hours and other essential phone system settings before your team takes a well-deserved break. These 5 last-minute phone system updates are essential for any business.

Gina Robertson

Ansafone

Vice President of Client Services. The post Gina Robertson appeared first on Ansafone Contact Centers.

A New Year Ahead and a Dose of Inspiration—Happy Holidays from Blue Ocean

BlueOcean

Have you ever been more ready to end a calendar year? In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. When 2020 came along and turned the world upside down, empathy became simply priceless.