Sat.Mar 03, 2018 - Fri.Mar 09, 2018

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Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization. Yet, it surprised both of us just how low paid some of these support people are. That made me think about the teller at a bank, the person who is the “face” of the bank for all intents and purposes.

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The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment. We men, it seems, aren’t as good at being environmentally friendly as women are.

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Are You Protected? Why Every Contact Center Needs Social Engineering Training

Contact Center Pipeline

Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account. Eventually, your agent calms the […].

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What You Can Learn From Doctors About Delivering Bad News to Your Customers

Myra Golden Media

Five years ago my dad needed to have a quadruple bypass, and he needed to have 3 of his heart valves replaced. The surgery came with significant risks. There was a 10 – 15% chance of death during or shortly after surgery. There was a risk of stroke or heart attack during the operation. My father didn’t want to have the surgery – because of the risks, and based on things he was hearing from other people.

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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 5, 2018

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. What’s the Difference Between Customer Satisfaction and Customer Loyalty? by Jimmy Rodriguez. (HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

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"Follow the Leader", Featuring Jeremy Hyde

Call Center Weekly

How do you promote the work of your team and department throughout your organization? 1. Develop relationships with colleagues from other departments: One of the best ways to promote the work of your team is by having others do it for you! When you develop strong relationships with your colleagues they are sure to let others know what an amazing job your team is doing.

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You Can’t Rely on Luck to Retain Top Talent: Look to Loyalty, 21st Century Style

Contact Center Pipeline

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. Our community loves their customers and routinely goes above and beyond to deliver the ultimate customer experience.

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Amazing Business Radio: Tim David

ShepHyken

The “Magic” Behind the Words You Use. What if you knew the “Magic Words” to use with your customers? Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service. . . Top Takeaways: TIM’S GENEROUS GIFT : To start with, Tim has offered a free video course on body language. Just click here. Seven words that motivate, engage, and influence: Because – Studies show that when this word is used, the answer is changed.

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The Future of Customer Experience for B2B Companies

Lumoa

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call.

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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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Demonstrate Value in Your Role

Call Center Weekly

By Chris Truitt Early in my career I learned of the importance of showing value. I survived numerous acquisitions due to my willingness to take on more responsibility and build a skill set that was scarce. Whenever I saw an opportunity I took it. If there was an app or a tool that was useful for my team, I read up on it, watch video tutorials and took available training.

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Contact Center Pipeline Magazine: Inside Our March 2018 Issue

Contact Center Pipeline

Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who help rise our tides! As with all of us, I reflect back over these NINE […].

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Guest Blog: Digitalizing Customer Service for 2018

ShepHyken

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i].

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Celebrating #WomenInCX this #InternationalWomensDay

Customer Guru

This International Women’s Day, we at Customer Guru would like to honor women CX professionals and entrepreneurs who are working relentlessly to make the lives of their customers happy. In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion.

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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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Top 10 Checklist for Selecting an Outsource Call Center Partner

Outsource Consultants

In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner that specializes in professional, inbound, outbound, and BPO services. Selecting an outsource call center partner is difficult and time-consuming. Because you are selecting a partner that is an extension of your business, your choice must be compatible, experienced, reliable, and cost-effective. .

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The Dark Side Of Call Avoidance Policies

SharpenCX

It’s a fact - some agents are going to do sneaky things to get out of taking calls. But should they be fired for it? [.]. Read More. The post The Dark Side Of Call Avoidance Policies appeared first on Sharpen Contact Center Software.

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The Analytical Leader: The Importance of Being Persuadable

CX Advantage Walker

Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence. Being an Analytical Leader I recently contributed.

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6 Tips for Effective Customer Service Communications

VocalCom

Every solid business relationship begins with good communication. When your customers engage with your brand, they may be looking for quick answers. However, on a deeper level, they are also seeking reasons to trust you. Does your company care about them as individuals? Do you value their time? As technology continues to improve the customer experience, the human touch is sometimes lost.

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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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How to Structure your Support Team

aircall

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope. This blanket doubles as sun protection during the daytime. This product manager can answer phone calls when everyone else is eating lunch.

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6 Tips on Upping Email Support Efficiency

GetFeedback

Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!

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How to Stop Blaming and Start WINNING at CX

360Connext

Are you treating customer experience like a sport? Are people in your organization who deliver the experience expected to start “winning at CX” in some way? If customer experience becomes a competition, either amongst your internal teams or worse, then the customer is the guaranteed loser. What do I mean about CX as competition? Think about your own organization.

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Looking for the Best Call Center? Read this First!

TeleDirect

Your customer service capability isn’t simply a nice-to-have. It’s everything to your business, your brand, and your reputation. Without an effective call center strategy, you’re missing out on a golden opportunity to satisfy client demands – and excel with innovative, on-point contact services. If you can’t find a solution, your competitors surely will.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How to Structure your Support Team

aircall

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope. This blanket doubles as sun protection during the daytime. This product manager can answer phone calls when everyone else is eating lunch.

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Public Company Earnings Show Cloud Call Center Strength

Fonolo

Something new this week! As a result of recent acquisitions and other maneuvers , we now have a nice sample size of publicly listed companies for whom cloud call center is a key focus. Many of them released their Q4 earnings in the past couple weeks. It’s interesting to review the numbers at a high level to see what kind of picture they paint for the near term future of the sector.

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Are These 4 Things Missing From Your Knowledge Base CRM Integration?

Mindtouch

A good knowledge base CRM integration should empower agents to do their jobs more efficiently. It should also enable customer self-service and, by doing so, positively impact customer service KPIs like ticket deflection , mean time to resolution, and customer satisfaction (CSAT). The question, however, remains: Is your knowledge base CRM integration all it can be?

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Calculating Occupancy in the Contact Center

Taylor Reach Group

By: Peg Ayers & Turaj Seyrafiaan. Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. After Call Work). Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time. The equation can be applied for any period of time (day, week, month, etc.) for an individual or any group of agents.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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The Most Important Traits & Skills To Look For When Hiring a Customer Success Manager

Amity

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success.

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Full-Time Employee vs Virtual Assistant: Which is Better for You?

OctopusTech

Virtual Assistants fulfill many roles today that range from providing the right amount of support to engaging the right amount of expertise to help you prosper. There often comes a time when a business owner has to make a decision regarding hiring someone to help manage the tasks involved in operating the business. But hiring that someone, though appear easy, is a crucial step which can get pretty challenging, mind-draining and time-consuming in itself.

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CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You're not alone. CX leaders, who are often the pioneers of customer experience within their organizations, frequently find themselves going through the motions of setting up their feedback platform instead of doing what they were truly hired to do - collaborate