Sat.Dec 26, 2020 - Fri.Jan 01, 2021

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Five Contact Center & CX Trends We See on the Horizon for 2021

Edify

Well, that was a doozy of a year. Everything we planned was turned backwards, sideways and every which way by early March 2020 when COVID-19 came barreling down the pike and hit us smack in the face. But here we are again.at the end of a calendar year packing our days with strategic planning sessions to create a map for the future. As we do our best to prepare for a new year -- and although we now know our plans can be twisted and turned around in a moment's notice -- we think it's important to

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Happy Employees Don’t Just Happen: Here’s How to Create Them

Contact Center Pipeline

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the best of times, yes, but also in the worst of times. And right now—just a few months into a deeply disrupted […].

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5 innovations from 2020 that will shape 2021

Talkdesk

What I learned while leading a CX company during a global pandemic and what will happen next. As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner.

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Guest Post: How to Nail Automated Customer Service Email Writing

ShepHyken

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner.

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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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23 Best virtual team building activities for contact centers

CX Global Media

Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated. The post 23 Best virtual team building activities for contact centers appeared first on CX Global Media.

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This is the Most Significant Thing We Learned in 2020!

Beyond Philosophy

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we are all practically giddy at the prospect of sending this year off to the annals of history.

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A Realistically Optimistic 2021

ShepHyken

As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. Put another way, when I’m asked if the glass is half empty or half full, my response is, “Yes.

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5 Customer Experience Lessons for 2021 [VIDEO]

CX Global Media

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? What needs to be reinforced, amplified, or simply stricken from your mind forever? Just thinking about it makes me lose focus. When the confusion […]. The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media.

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8 Types of Customer Complaints and How to Resolve Them

ProProfs Blog

“Your people keep directing me from one person to another.”. “I bought your product but it doesn’t deliver what it promised.”. “I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future.

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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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Designing Country Culture into Your Global Experience

Beyond Philosophy

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.

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5 Top Customer Service Articles For the Week of December 28, 2020

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. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.

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310: Nir Bashan – Filling the Creativity Gap in CX

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. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

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Why Pursuing “Impartial CX” is the Best Customer Experience Strategy for Every Company

Sampson Lee

In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. 2. A misconception that “business success doesn’t mean CX success.” 3. Unequal treatment of customers’ choices. CX industry should be renamed Customers always describe a […].

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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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Year in review: the 6 CX lessons that defined 2020

TELUS International

Businesses globally experienced rapid and immense change this past year. Discover the six digital and customer experience lessons that defined 2020.

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Amazing Business Radio: Vibhas Ratanjee

ShepHyken

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.

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What's in your Jar of Awesome for 2020?

Toister Performance Solutions

My wife, Sally, and I have a fun New Year’s tradition. Throughout the year, whenever something really good or noteworthy happens, we write it down on a piece of paper and stick it in our Jar of Awesome. Yes, there’s an actual jar. Then, on New Year’s Day, we open the jar and read the notes. It’s a fun way to remember all the good things that happened during the past year.

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VirtualPBX 2020 Year in Review, We’re Setting VoIP Trends

VirtualPBX

It has been a big year at VirtualPBX, and we’d like to share our 2020 Year in Review with you. See how we’re listening to customers and setting VoIP trends that will push the communications industry forward. Our release of major phone plan features like Video Conferencing and Business SMS have been a long time coming. All our departments have worked hard in 2020 to help business make the most out of their evolving work situations — including the common switch to remote work.

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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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How to Achieve Success with Existing Customers

CSM Practice

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Hosts Diane Dye Hansen and Christine Salvo interviewed Irit Eizips and talked about engaging internal and external stakeholders with kindness, support, and community. .

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ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News

ChurnZero

2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. (Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion. Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when descri

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Building a Strategic Customer Success and Scaling CS Programs

Strikedeck

Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.

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2020 in Review: our favorite customer support reads and listens of the year

Nicereply

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. Wish we could say 2020 has been an exciting year filled with innovations, incredible travels, and brand-new experiences. But this year was different. The way we live and work has definitely changed, and we needed to settle into a “new normal”.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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16 Contact Center Resolutions for the New Year

LiveVox

As 2020 comes to a close the world collectively turns inward and considers what shaped the past year. The past molds the future and reflection affords us the opportunity to act the potter. 2020 has been a year with massive amounts of upheaval and change to the way society functions. The story is no different […]. The post 16 Contact Center Resolutions for the New Year appeared first on Livevox.

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Top 5 Takeaways from the Cisco CX Specialization Certification

Totango

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr

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The Role of Quality Assurance

Ansafone

Many companies rely on call centers to help field inbound calls and execute the right outbound strategy that is both friendly and helpful while handling all customer communication for the company. This task is a tall order for any call center. Being able to provide excellent customer service while being the face of a business … The Role of Quality Assurance Read More ».

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How to Properly Scale a Distributed Team

aircall

If your company made the leap to develop distributed teams in recent years, you’re surely realizing the benefits of using the distributed team model. Once distributed teams are in place, you may find that your workflows are more efficient, your business is growing, and it’s time to scale. Whether it’s the right time to scale up or down, distributed teams can give you distinct advantages.

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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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How Monitoring Makes Life Easier for Supervisors in Call Centers

Hodusoft

The Right Call Center Software Makes a Huge Difference. Agents contribute to the call center’s success. Even more important is the role the supervisor plays in performance improvements. It is not surprising that most or all call centers employ supervisors to monitor and manage call center agents and contribute to performance enhancements. Here, the importance of real-time analytics & reports in the call center software can make monitoring easier for supervisors and help them to help the agen

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Wrapping up 2020 and Fiji Release!

Totango

Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. There were lots of new challenges that we all faced.During this year, we worked hard to continue to deliver a great experience and value for our customers and your users.

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Do Small Businesses Benefit from a Call Center?

Ansafone

As a small business, you may assume that a call center is not a proper fit for you. But one of the biggest challenges to your small business is your size. Yes, you can cut out the red tape and be more flexible than some of the more prominent names, but sometimes it makes you … Do Small Businesses Benefit from a Call Center? Read More ». The post Do Small Businesses Benefit from a Call Center?