Sat.Dec 12, 2020 - Fri.Dec 18, 2020

3 Ways Online Transcription Services Can Improve Your Contact Center


Deciding on a contact center software can be difficult for any organization. That’s why it’s. The post 3 Ways Online Transcription Services Can Improve Your Contact Center appeared first on TCN. Cloud Call Center Software Speech Analytics

3 Reasons Your Organization Needs Digital CX in 2021

Upstream Works

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs.


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3 Roads to Personalized Customer Service That Aren’t Total Junk


The topic of personalized customer service has probably crossed your desk at some point. It’s on a lot of people’s minds. Just short of 90% of digital businesses are currently investing in personalization.). In marketing and sales, personalization drives revenue. In service, it drives retention.

Customer Service Lessons From the Best Unknown Companies


I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Contact Center Pipeline

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway.



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308: Sean T. Ryan – Strategic Plan That Drives Results

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.

5 Top Customer Service Articles For the Week of December 14, 2020


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 6 Top Customer Experience Trends in 2021 by Julien Rio.

Employee Engagement: 5 Lessons from a Pandemic

Contact Center Pipeline

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives.

The dynamic duo: TechSee and Salesforce power ahead to drive digital transformation


Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How Customer Service Vision Affects Great Customer Experience

CX Global Media

Great Customer Service Vision begins with defining what your customers need. What problems are they facing and how are you addressing them? The post How Customer Service Vision Affects Great Customer Experience appeared first on CX Global Media.

Amazing Business Radio: Gabriele Masili


Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft.

Reducing Customer Service Friction

Contact Center Pipeline

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level.

If The Stress Is Becoming Intolerable, This is What To Do

Beyond Philosophy

If the Stress Is Becoming Intolerable, This is What to Do. If there is one thing 2020 has given all of us, it’s a lot of stress. Coping and managing stress is a skill leaders need to relieve the pressure in their lives and help employees manage their stress so they don’t pass it on to customers. I often say, Happy Employees Make Happy Customers, which is also the title of my latest book.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

The Responsibility of Front Line Staff When Lines are Long

Customer Service Life

I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the counter serving customers wasn’t moving particularly fast as he cared for one customer at a time.

Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy


This week we feature an article from Joseph A. Michelli , Ph.D., C.S.P., speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. It’s hard to remember those “good old days” before COVID-19.

How to Make Your Contact Center More Resilient


It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Crises do occur.

Contact Center Investments for Success in 2021

NICE inContact

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Trends to Watch in 2021: Telehealth, Consumerization and AI-powered clinical decision support


The extraordinary demands of a global health crisis in 2020 dramatically accelerated the digital transformation of clinician workflows, patient care, and healthcare delivery.

Customer experience in 2021: Which trends are here to stay, according to top CX leaders


COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

Dangling Calls: A Fonolo Xmas Carol


Dangling calls, Queues are stalled. What’s taking you so long? I just want to know why you. have got my order wrong. Hour two, why have you. abandoned my concerns? Why am I still wasting time? When will they ever learn? Dashing through the day. With my phone stuck to my ear.


How to Leverage Competitive Intelligence to Impact CX

Satrix Solutions

Have you ever thought about how your customer’s experience is tightly intertwined with the health of your brand? Each experience with your product or service can have an impact on how your brand is perceived overall.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

A Sense of Security


“Last month, you might have noticed an abundance of publications and articles on the subject of fraud across all of our social media platforms. And there’s a reason for it – for those who didn’t know, it was the International Fraud Awareness Week.


How to use digital solutions to drive employee engagement during the pandemic

TELUS International

From collaboration platforms to virtual learning, discover how digital solutions can be used to help drive employee engagement during COVID-19. People and Culture

New Trends in Customer Success You Need to Know About


Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Onward and Upward – Why 2021 Is Poised to Be a Promising Year for the Contact Center Outsourcing Industry

Outsource Consultants

As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Redefining the 21st-century healthcare provider-patient experience


The current standard for 21st-century healthcare delivery is in flux, with unique challenges preventing care teams from ensuring high-quality, patient-centered care. Many of the challenges are fundamental, interconnected, and share a consistent factor: clinical documentation burden.

5 Productivity Hacks For Remote Teams


Today’s guest post was submitted by Stevie Nicks at Just Another Magazine , an online magazine that covers lifestyle topics. As of December 2020, many of us are now nine months into working remotely. Despite this, only a few of us have really mastered the art.

Why Customer Success Is So Important and How to Promote It


Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.