Sat.Sep 22, 2018 - Fri.Sep 28, 2018

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5 Ways to Optimize Live Chat

VocalCom

Live chat has long been an ideal channel for offering proactive customer service. When customers are browsing your website, offering them immediate assistance can mean the difference between customer attrition and loyalty. With its timesaving benefits and personalized nature, live chat is essential to every brand’s omnichannel strategy. Here are five ways to optimize live chat for true customer satisfaction.

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Efficiency is More Than a Metric. It Tells a Story About Your Agents.

SharpenCX

Happier agents make happier customers. And happy agents are more likely to stay in their jobs. So, how does agent efficiency play a part in agent well-being and happiness? Efficiency is one of the positive outcomes that happy agents produce. Read More. The post Efficiency is More Than a Metric. It Tells a Story About Your Agents. appeared first on Sharpen Contact Center Software.

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Employee Engagement: Now is the Time

Call Center Weekly

If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. I have had the opportunity to work for companies both large and small. I have noticed that at the smaller companies, the employees were happier and more engaged in the work environment, than some of the larger call centers.

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How To Measure Customer Emotions

Beyond Philosophy

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition.

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Customer Service Week: A Time of Celebration

Call Center Weekly

The time for annual Customer Service Week is rapidly approaching! Are you ready? This celebration, which takes place the first week of October each year, is a week of fun, games and food – lots of food. Here are some links to some articles with ideas on how to have a great Customer Service Week, just in case you are having trouble coming up with activities or just a little late in planning this year: [link] [link] [link] [link] Of course, Customer Service Week isn’t all about the fun and games (

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How Other People Sell Your Product

Beyond Philosophy

How can other people make you sell a product? How do reviews influence customer behavior? How should you design your experience? Colin and Ryan discuss the psychological theories and how they can be practically implemented in your customer experience. The post How Other People Sell Your Product appeared first on.

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Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement

ShepHyken

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. In highly competitive industries, companies large and small have a pressing need to stand out among their peers. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement.

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When Employees Make Assumptions, It Hurts Your Business. Here’s How to Fix That.

Myra Golden Media

Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed. I should also mention that when I approached the employee, he was fully engaged with his cellphone. I felt like I interrupted him. Looking annoyed, he turned around and grabbed a cable off the shelf and handed it to me. It didn’t look like what I had before, so I asked, “Are you sure this is the cable for my laptop?

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Do This Instead of Worrying About a Good NPS Score

Steve DiGioia

does your Net Promoter Score tell you enough to make a difference? This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world.

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Thoughts From The AI Summit In San Francisco

Callminer

Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.

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Amazing Business Radio: Doug Sandler

ShepHyken

30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. Top Takeaways: Doug shared five traits that can improve your customer service skills in 30 days or less.

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What is the Importance of Using a Live Chat Software on Business Website

ProProfs Blog

More than 50% of Americans have given up on a planned purchase or transaction because of bad customer service. Goes on to show that businesses shouldn’t take customer service for granted. After all, no one in the competitive market can afford to lose its customers. And all though it’s a given fact, we still witness how customers leave a business after having one bad experience.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Phrases that customers HATE to hear!

Customer Guru

Being a customer service representative is not an easy task. It requires a lot of effort and hard work, along with traits such as optimism and empathy. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. Company policies and regulations, lack of authority, and various other such reasons can come in the way of a customer service representative resolving a customer complaint.

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IVR Technology: Why Keeping It Simple Is Best

Nexmo

In today’s hyper-competitive business environment, companies need to leverage technology solutions in order to keep up with competitors and the overall market. Interactive voice response—more commonly known as IVR technology—is one such solution. IVR has been continuously updated over the years, and today it offers the capability to quickly and easily add new functionality to […].

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5 Top Customer Service Articles for the Week of September 24, 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. Customer Service: Where We Are and Where We Are Going by Fara Haron. (CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center.

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Interesting Customer Service Practices From Across The World

Fonolo

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. From servicing customers on social media, to curating unique “real life” opportunities for consumers to interact with your brand, there are many emerging standards in the world of customer service that companies are striving to meet.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Sales Tips: 5 Productive Ways to Handle Lost Deals

aircall

The moment you lose a big deal can be a whirlwind of emotion. You’re confused and disappointed. Anger or resentment aren’t uncommon. The truth is, losing deals is a good thing. You’ll never get a better opportunity to analyze your own behavior, learn what mistakes you’ve made, and increase sales efficiency moving forward. But before we get into the 5 things you should do just after losing a big deal, here are 5 quick things you shouldn’t do. 1.

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The Bots Have Eyes: Why the Evolution of Visual Chatbots Has Entrepreneurs Excited

TechSee

The world may be enamored with bots at the moment, but they’ve actually been around for quite some time. The first bots were used in the finance industry more than a decade ago, automatically buying and selling equities based on key market indicators. It was a novel concept at the time, but the technology is now ubiquitous in the industry, with the financial robo-advice market projected to grow to $7 trillion by 2025, according to CNBC.

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8 Essential Tips for Multilingual Customer Service

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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Top 5 Posts in September

Contact Center Pipeline

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the work environment. Our five most-read blog posts in September included onboarding practices to setup new-hires for long-term success; simple techniques to provide meaningful recognition to frontline agents; strategies for promoting supervisors […].

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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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The Evolving Role of Workforce Management in Organizations

The Northridge Group

Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce Management teams. While Workforce Management optimization is essential for providing great customer service, it is always a balancing act. The Workforce Management team is tasked with driving scheduling efficiencies while carefully considering the needs of their associates.

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Is your organisation interconnected? The employee – customer chain

ijgolding

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel around the globe, it is not quite as glamorous as you might think.

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The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that doesn’t assure anyone of quality and Risk/Reward models that only benefit the CCO.

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The Evolution of Customer Service: Landline to AI

Contact Center Pipeline

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way to contact customer service was by calling… from your landline. We’ve come a long way and today the typical contact center now supports an average of nine communication channels between voice, […].

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Concentrix Wins at The Customer Experience Asia Excellence Awards

Concentrix

For Omni-Channel Experience and Customer Experience Vendor Excellence Marina Bay Sands, Singapore – Customer experience (CX) leaders across Asia recognized Concentrix as a best-in-class organization among. The post Concentrix Wins at The Customer Experience Asia Excellence Awards appeared first on Concentrix.

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An Even Better Connection: What Salesforce’s Customer 360 Means to the Value of Voice Data

Vonage

Hang around the CRM space long enough and you’re bound to hear the term “360-degree view of the customer.” It’s a shorthand way to talk about knowing a lot about the customer – although 360 degrees is a nearly unachievable ideal. It’s simply impossible to know everything about the customer, or everything that call influence a customer experience – things happen to customers that can’t be captured in the data.

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3 Reasons To Invest in Omnichannel

Interactions

SEPTEMBER 26, 2018 We’ve talked a lot about omnichannel — Read more » The post 3 Reasons To Invest in Omnichannel appeared first on Interactions Resource Center.

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