Sat.Mar 20, 2021 - Fri.Mar 26, 2021

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Recruiting for the Contact Center of the Future

Contact Center Pipeline

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated that trend at lightning speed as contact centers around the world were shut down to comply with stay-at-home orders and forced to enable associates to work remotely almost overnight.

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The Future of Contact Centers is Here

CCNG

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Outsourcing has reduced costs and made customer service more accessible, but it hasn't solved the three fundamental problems of contact centers: Predicting call center capacity is a challenge: Even with the best workforce management tools, it is difficult to predict customer calls' volume and schedule the right amount of agents to handle fluctuating customer demand.

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The 3 Stages of the Visual Transformation Journey

TechSee

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway. In Part 1 of this 2-part series, we explored the key trends driving this transformation and the benefits organizations can expect when they include the visual element in their digital transformation efforts.

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The Most Important Measurement In Business

ShepHyken

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view. Today’s lesson is about the exciting topic of measurement and data.

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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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Empathy is a Powerful De-escalation Tool

Myra Golden Media

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in? Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process.

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5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Beyond Philosophy

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. Before we get into the rules, it’s essential to know what you’re aiming at and why.

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5 Top Customer Service Articles For the Week of March 22, 2021

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. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. (CMSWire) ECM and content services, while related, are not the same.

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Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond

Contact Center Pipeline

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations looking for new market differentiators have identified customer service and experience as an opportunity to stand out amongst the crowd, and have transformed this former cost center into a revenue driver […].

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Best Technologies for Small Businesses

Win the Customer

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and trac

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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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Are Vaccine Passports A Key Enabler to Help End the Pandemic or Not?

Beyond Philosophy

Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here. Consider this. You and some friends decided to go to see a movie. As you enter you are asked to prove you have had the vaccine, only people who have had the vaccine can enter.

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Amazing Business Radio: Howard Tiersky

ShepHyken

The Customer Love Formula. How to Make Your Customers Love Doing Business with You. Shep Hyken interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. They discuss how valuable customer love is to succeed in an ever-changing world of business. Top Takeaways: The reality of today’s digital world is that the transformation of technology is never done.

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How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater. An agent’s job will soon require a higher skill level because […].

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How to Create a Call Center Agent Satisfaction Survey That Drives Actual Change

Fonolo

We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? It’s more important than ever to pay attention to your staff and motivate them on the daily. Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change.

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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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BIG Mistake: Are You Seeing Things In Your Customers That Don’t Exist?

Beyond Philosophy

You might be surprised to learn that when golf courses make less revenue, Disney World’s attendance goes up. You might also find it weird that Mississippi’s marriage rate correlates 99.3% with the US per capita consumption of whole milk. Perhaps most shocking is the fact that more people die of fire, smoke, and flames in years when Nick Cage is in fewer movies.

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50 Customer Service Experts You Should Be Following (even if you’re not on Twitter)

Nicereply

Staying on top of new customer service trends can be exhausting. Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. Plus, it’s really nice to be inspired every now and then!

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How to fix customer experience by keeping your promises

Toister Performance Solutions

Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash. To say I ordered a lot of Domino’s was an understatement. I ordered A LOT of pizza. And when I wasn’t ordering Domino’s, my friends were.

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A Guide to Average Speed of Answer (ASA) in the Call Center

Fonolo

Running an effective call center is all about resolving customer issues in a timely fashion. One of the best Key Performance Indicators (KPIs) to reflect this is Average Speed of Answer (ASA). In this guide, we’ll walk you through the basics of ASA, why it’s important, and how to calculate it. How to Overcome Challenges with Your Call Center Metrics How to Overcome Challenges with Your Call Center Metrics.

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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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8 Best-in-Class Customer Service Metrics to Gauge Your Work

HelpCrunch

Customer relationships sound like too an intangible notion to measure. It operates in the world of emotions, moods, undertones, and spur-of-the-moment decisions. And building customer relations is exactly what customer service teams do. That’s why [ … ]. The post 8 Best-in-Class Customer Service Metrics to Gauge Your Work appeared first on HelpCrunch blog.

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4 simple strategies for improving customer retention

delighted

It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

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The importance of co-innovation in business

TELUS International

Discover why co-innovation is an instrumental strategy in accelerating digital transformation for better business and CX outcomes.

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The World is Not Enough for Earth 2 and 5CA

5CA

Earth 2 and 5CA are delighted to announce their customer experience partnership for the brave new world of Earth 2. As pioneers of work-from-home global CX, 5CA will bring its expertise and passion for brilliant customer experience to Earth 2’s revolutionary online project.

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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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5 Tips to Build a World-Class B2B Customer Support Organization

TeamSupport

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. However, most companies do not offer great customer experiences.

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Customer feedback: the core of community-led growth

inSided

You know all about product-led growth (PLG) already. It’s been ruling the SaaS world for years. But there’s a new kid on the block: Community-led growth. And it’s about to take off. More and more B2B companies are starting to realize how building communities contribute to their bottom line, reduces costs, and drives growth. Even VC firms have opened their eyes to community, with Grayscale stating that “we have been seeing a big underground trend emerge in our portfolio companies – growth coming

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Hero Digital and FullContact bring personalization to anonymous visitors with the Adobe Experience Platform

Hero Digital

Hero Digital, a leading digital customer experience (CX) company and Platinum Adobe Solution Partner, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors. The new solution, ExP, advances Hero Digital’s mission to humanize customer experience and create value for people — and for the businesses that serve them.

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Leading Outsource Telemarketing Company Hires Implementation and Quality Assurance Manager

Quality Contact Solutions

Aurora, NE (March 25th, 2021) Quality Contact Solutions, Inc (QCS) , a leading outsource telemarketing company in the U.S., is pleased to announce that Erin Langenberg has joined the organization as Implementation and Quality Assurance Manager. Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination.

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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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Billy West Ensures Working Solutions is Always On

Working Solutions

Nearly 17 years ago, when Billy West joined Working Solutions, he was a rare breed in the brave new world of virtual contract outsourcing–an IT guy. “In the early days, the IT ranks were pretty sparce,” Billy recalled. “You had me, one young existing IT person and a Russian programmer. That was it.” Today, as […].

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Dealing with frustrated customers in your contact center.

Spearline

Frustrated customers can create uncomfortable situations for your contact center agents, damaging their morale and the working environment. We often see demanding customers as a sign of a dysfunctional organization, but challenging customers offer us a great chance to find new, innovative solutions. In every successful organization, you must have the correct training and strategy implemented for your agents.

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How to Get a Business Phone Number- A Complete Guide

JustCall

Do you have a dedicated phone number for your business? The business phone number is one of the main points of contact for customers. But, what exactly is a business phone number? How do you get one? Which business number should you go for? In this blog post, we will help you answer all these questions. For new and old businesses alike, effectively communicating the highlights and selling point of your products is imperative.

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