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

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Why EQ is Key in an AI World

24-7 InTouch

Artificial Intelligence (AI) has been a hot topic in the customer service space for years, and the adoption of it is only going to accelerate. Forward-thinking brands leverage AI as a means to strengthen the human connection they have with their customers. While AI takes care of the transactional elements, customer care teams have the ability to focus on the human and emotional components of the interaction.

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Plan and Measure = Pleasure

Contact Center Pipeline

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think I have a PLAN to accomplish this mission. Planning is essential to business in general and to contact centers in particular. While I believe that metrics and measurements are firmly entrenched […].

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Trending Sources

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Outbound Lead Generation: Best Practices for the Modern Approach

ChaseData

In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is. This style of reaching out to consumers in a way that feels organic and customer-led is certainly worth the praise it receives, but not at the all-too-frequent expense of outbound marketing.

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How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

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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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Amazing Business Radio – Christa Heibel

ShepHyken

Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.

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Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years.

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Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

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Guest Blog: How Virtual Web Assistants Provide Productivity for Busy Companies

ShepHyken

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task. It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can

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How Listening to Customers Impacts Your Bottom Line

Callminer

The CallMiner Index survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices. Below are some stats from the report.

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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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Do Your Customers Believe in You?

Steve DiGioia

This original article was written by Steve DiGioia. My cat is diabetic. “Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter. They don’t like giving her the shot (nor do I) and always have difficulties.

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Digitial Transformation – The Opportunities And Problems And How To Overcome Them

Beyond Philosophy

We all know the retail landscape is changing. But what should it be changing to? What are the opportunities and problems? Colin and Ryan interview Amit Sharma, CEO of Narvar, about how retailers can create emotional connections with shoppers in a technology-driven world. Colin will reveal how you can benchmark your organization performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.

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Be as Easy as Ordering a Pizza

ShepHyken

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Technology has taken us to a new level of pizza ordering.

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Stop Avoidable Customer Churn With Great Agent Behavior

Callminer

The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience.

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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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Job Loss – Why me? What now?

Call Center Weekly

By Ron Rhodes October 24, 1929 was a Thursday. The weather was partly cloudy, chilly, with a daytime high of about 49 degrees Fahrenheit, cool for that time of year. People began their day like any other, breakfast, news reports, perhaps even morning prayers. Many headed to work that day with cheer and positive anticipation, certain of the good things to come.

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How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.

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5 Top Customer Service Articles for the Week of November 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. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. (The Michelli Experience) Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite

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Collection Success Stories in the Contact Center: Part 2

Callminer

Maintaining contact center compliance in the debt collection industry is a difficult task with compliance to state-by-state regulatory laws and agent retention being two of the biggest.

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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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3 Revenue-Driving Benefits of Conversational AI

Interactions

NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center.

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Contact Center Supervisor Training – Virtual Boot Camp for Creativity

CX Global Media

Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking. “Nobody Wants to Sit in Your Classroom”.

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6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.

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TCPA Compliancy: Predators and Fines on the Rise (What You Need to Know to Not Fall Victim)

Contact Center Pipeline

When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages. Fast-forward to 2018 where the CDC reported that 50.8% of American households are now wireless only […].

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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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Augmented Reality Remote Assistance – The Complete Guide

TechSee

What is augmented reality remote assistance? Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily view or control a computer or a mobile device over a network or the Internet in order to help solve software issues.

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Crying in a Contact Center Cubicle: A Look at Emotions in the Workplace

Customer Service Life

I’m not crying, you’re crying (at work). Photo cred: Ban.do. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. She didn’t seem to mind that everyone saw her with tears streaming down her face. I remember her scampering, post call, out of the office to catch her breath.

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Your 2019 Guide to Moving Your Call Center to the Cloud

Aspect

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for. As you start planning to move your contact center to the cloud, there are five considerations worth digging into. .

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Introducing Centriam Telecom AI: Turning Comments into Insight

Centriam Customer Experience Lab

Almost all customer feedback systems include surveys with open-ended questions. Indeed, in the popular Net Promoter System (NPS), the survey can consist entirely of just two questions: a likelihood-to-recommend score, followed by an open-ended question explaining the score. As a result, as much as half of the data generated by customer feedback systems is verbatim, “unstructured” text.

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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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3 Contact Center Management Challenges Critical for Success

Transparent BPO

The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently. A big part of management’s job is to equip those agents with […] The post 3 Contact Center Management Challenges Critical for Success appeared first on Transparent BPO.

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How To Close a Sale

CrazyCall

Often, the most important step in the sales process is the one that’s usually neglected. Regardless of how innovative, superior to the competition or packed with features your product is, you need to ‘close the sale’. Whether it’s about closing a sale over the phone or face-to-face, this step of the sales process is usually the one that carries the highest emotional burden, capable of making even the most seasoned salesperson nervous.

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A Guide to Navigating the Digital Hype

Aspect

Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. While only 15% of enterprises are using AI as of today, 31% are expected to add it over the coming 12 months. This uptick is likely because the ROI companies hoped to realize as a result of implementing AI, IoT, and big-data analytics, is starting to become more palpable.

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