Sat.Feb 15, 2020 - Fri.Feb 21, 2020

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What Is: Telephone Echo

Spearline

Telephone Echo. What is Telephone Echo? What causes Telephone Echo? What is Echo Cancellation? 1. What is Telephone Echo? Echo is a headache and frustration that often invades telephone communications. Echo is the phenomenon wherein speakers hear their own voice echoed back after a brief delay. Although some technologies mitigate many causes, echo is still a problem even with the advent of VoIP.

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Operational Challenges in the Call Center Industry

Callminer

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

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Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth

Beyond Philosophy

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

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Predictive CX Trends for Both Customer and Business Success

Contact Center Pipeline

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a fundamental aspect of good customer experience (CX): solving problems before they occur. Doing more work behind the scenes can significantly impact the customer’s perception of your business, which is where predictive […].

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI

Inbenta

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. One of the main indicators that can be taken into account is contact economy, which is based on the number of contacts avoided by phone or email. While figures vary depending on solution providers, it is commonly admitted that implementing a self-service tool allows businesses to reduce the number of incoming contact

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7 Steps to Unbeatable Customer Service Management

HelpCrunch

Check these 7 elements of topnotch customer service management to make sure you're nailing it. The post 7 Steps to Unbeatable Customer Service Management appeared first on HelpCrunch blog.

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Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale

ShepHyken

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience. In today’s highly competitive and constantly advancing retail industry, there is no place for ordinary customer service. Modern consumers are smart – they have countless shopping options, and thus are too impatient for checkout delays, long queues and incompatible payment options.

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The Top 7 Customer Success Trends for 2020

Totango

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Flexible subscription and recurring revenue models mean the customer is in control of their service and tech partnerships and reserve the right to move on to a competitor. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

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Seven Ways to Optimize Your Existing Service Channels

Toister Performance Solutions

I always call to order pizza. My favorite pizza place, Mountain Mike's , has an online ordering system. But that would require me to create an account, remember a password, and click through a bunch of options each time I wanted to place an order. That seems like too much trouble since I don't order pizza very often. Instead, I call and a friendly employee answers right away.

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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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The hidden success for brands in the future

Beyond Philosophy

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being.

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The Cult of Amazement

ShepHyken

In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well. But on a day to day basis, amazement happens when you deliver experiences that are consistently and predictably above average.

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Operational Challenges in the Call Center Industry

Callminer

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

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Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others. Some lessons bring pleasure […].

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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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11 Live Chat Mistakes You’re Making and How to Avoid Them

ProProfs Blog

I love using live chat because it’s simple, easy, and helps me get a solution instantly. But what about you out there, reading this? Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time.

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Amazing Business Radio: Claire Sporton

ShepHyken

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Top Takeaways: It isn’t enough to simply gather data.

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Voice of the Customer Tools and Best Practices

Callminer

Here are the most effective tools and best practices you can incorporate into your company's use of Voice of the Customer tech and techniques.

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Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Area of Expertise: Contact Center Technology, Strategy and Operations What is your background in the industry? I was hired by AT&T in 1987 with […].

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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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How to Choose the Best Help Desk Software for an SMB?

ProProfs Blog

Every company deploys the best customer support team, but what really matters is how they deal with customer issues. . You, too, must have a hardworking customer support team, isn’t it? But, as a small business, is that enough? . Customers’ expectations from companies are on the rise, and one slip down can lead to brand abandonment. . So what happens if your customer support team can’t handle the number of customer calls or they don’t know how to deal with the questions?

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5 Top Customer Service Articles For the Week of February 17, 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. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. (Street Fight) What does that look and feel like?

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The difference between transactional surveys and relationship surveys

Lumoa

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

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Concentrix Named in IAOP Global Outsourcing 100

Concentrix

CX powerhouse named for best of Global Outsourcing for 12th year Concentrix has been named to the IAOP 2020 Global Outsourcing 100, which recognizes the world’s best outsourcing service providers and advisors. This list process includes a rigorous independent review by a panel of IAOP customer members with experience selecting outsourcing service providers and advisors.

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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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Project Management: Backbone of Call Center

Etech

Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business operations, there are often separate projects that require special attention, such as starting a new marketing project for a call center. But what is project management ? In a general sense, it refers to the organizing and managing tasks from start to finish for a particular venture.

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Cisco Brings the Power of the Cloud and AI to Contact Centers with Release 12.5

Cisco - Contact Center

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I need to modernize my customer and agent experiences to remain competitive.”. “I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar?

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Why Customer Service Requires Consistent, Reliable Results

TeleDirect

What’s the ONE major factor that ultimately determines your customer service capability? According to some business owners, it’s all about speed. A rapid, responsive customer service communication platform lets clients know their issues are taken care of. Speed is important, no doubt about it. If you’re slow to respond to any inquiry about products & service (including, of course, your own customer service portal), customers will eventually seek a solution elsewhere.

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Time is of the Essence: Keep customers waiting at your peril

Fonolo

Today’s consumer is busier than ever. Digital technology hasn’t just made instant communication possible, consumers have come to expect it. This new but rapidly proliferating expectation of ‘always-on’ support — particularly from tech companies — has businesses scrambling to find ways to meet it. Artificially intelligent automation could help provide this level of customer support, as long as it’s executed well.

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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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Overcoming Limiting Beliefs in Sales

Integrity Solutions

Limiting beliefs in sales can become a huge barrier to reaching higher levels of success. To get past these limiting beliefs, we have to understand where they come from in the first place, and why they’re so powerful. There’s nothing quite like the feeling of accomplishment that comes off of a great year in sales. Hitting that aggressive goal, or maybe even surpassing it — it’s exhilarating.

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Quickly Solve Service Problems with Five Whys

Toister Performance Solutions

New hires were struggling in the contact center. The reason was a mystery to the customer service leader. Her company had a comprehensive training program, a dedicated trainer, and supportive supervisors. Yet it was taking new employees too long to get up to speed. The leader and her team had been working on the issue for months. She finally asked for my advice, and was surprised when I helped her find the solution in just a few minutes.

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How to Use Customer Lifetime Value to Manage Employee Empowerment

Customers That Stick

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins. Yet leaders often struggle with empowerment.