Sat.Jan 15, 2022 - Fri.Jan 21, 2022

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5 Playbooks Every CSM Team Should Have

ClientSuccess

For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture. A playbook is a series of actions, next steps, and tactical items that CSMs can execute to help customers achieve a goal or objective in a scalable manner.

Metrics 77
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3 Contact Center Industry Trends You Shouldn’t Ignore

Fonolo

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. The first step to success is knowing what to expect. Having the right research to back your strategic decision making will keep your operations alert, competitive, and of course, customer-oriented.

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What is Customer Churn & What Does It Mean for Your Company

Kapta Customer Success

“Churn” is a term that gets used a lot in Account Management and Customer Success conversations. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates).

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De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?

Sales 379
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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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A Small but Powerful Surprise

ShepHyken

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.

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Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). This metaverse concept is poised to change everything, from how we interact online to how we buy things to the way brands market themselves. . We hosted an expert on a recent podcast to tell us how the metaverse will change brand marketing.

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Going Home: For Good?

Contact Center Pipeline

In today’s business environment people matter. Customers rightly want the option of speaking to live agents. Automated self-service alone, even with sophisticated tools like artificial intelligence (AI)-driven chatbots, is not enough to enable superior loyalty-building and revenue-driving customer experiences. That means having agents and their supervisors safely available, with access to applications and customer data, […].

Chatbots 147
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Amazing Business Radio: Adrian Brady-Cesana

ShepHyken

The Four CX Pillars. Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Top Takeaways: Adrian Brady-Cesana shares what every customer experience manager needs to have in their playbook, the four CX pillars for business growth.

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Ratio Scale: Definition, Characteristics & Examples

ProProfs Blog

While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale. Among all, the ratio scale adequately serves the purpose as it possesses all the qualities of other measurement scales (Nominal, Ordinal, and Interval scales). However, the classification among the four is crucial because they determine the characteristics of the variables and the type of statistical analysi

Surveys 146
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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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Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining

Beyond Philosophy

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID. However, that’s just an excuse. The truth is COVID isn’t the only reason that customer satisfaction scores are declining—and you must fix what you can for your organization before it’s too late.

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Delivering a Consistent and Human Customer Care Experience

Contact Center Pipeline

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That impact can be positive or negative depending on customers’ experience with contact center agents and whether or not those interactions meet their needs and expectations. That’s why contact centers need to […].

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5 Top Customer Service Articles of the Week 1-17-2022

ShepHyken

Each week I read many 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. 7 Customer Service Skills Every Business Needs by Renee Johnson. (The Tech Report) Much of the customer mindset will remain a mystery.

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90+ Market Research Questions to Ask Your Customers

ProProfs Blog

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ? Because market trends change with the change in opinions and preferences of your customer base.

Marketing 145
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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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Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means. Some call it Mark Zuckerberg’s pipe dream. We think it is the future of Customer Experiences.

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Ch-Ch-Changes

Contact Center Pipeline

David Bowie was a British singer/songwriter and actor, and one of the most influential musicians of the 20th century. Most fans and music critics agree that Bowie’s most innovative work came during the 1970s, which he kicked off in 1971 with the release of an album called Hunky Dory. The opening track on the album […].

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13 Most Inspiring Marketing Quotes and Questions to Live By in 2022

C3Centricity

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.

Marketing 140
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Rating Scale: Definition, Types, Questions & Examples

ProProfs Blog

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. . This question format is so popular that you must have answered a rating scale question yourself — think about the time when you had to rate your UBER driver or when you checked for “star ratings” before buyin

Surveys 142
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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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Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining, This Is…

Beyond Philosophy

Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011.

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Building the Right Path to Cloud

ConvergeOne

While many organizations have begun their cloud journeys, most are nowhere near complete. No matter where you happen to be in your cloud journey, it is important that you set priorities and identify optimal outcomes before advancing any further. By taking the time to develop—or refine—a comprehensive cloud strategy that addresses your specific business needs, you will ensure that you are receiving the greatest possible value from your cloud investment.

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The State of the Call Center Industry with Corey Kotlarz

Outsource Consultants

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? I continue to be amazed at how resilient the industry has been as it has faced many significant challenges over the past two years.

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How data analytics can enhance customer service

Eptica

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Published on: January 17, 2022. Author: Pauline Ashenden - Demand Generation Manager With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

Analytics 127
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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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How AI Can Help Overcome Hurdles and Help Brand Reputation in Collections

Interactions

The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations. Many use the New Year as a starting point to try to make amends, and make a resolution to pay off their debts or make arrangements to reduce them.

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Land your Next Customer Success Manager Job with these 3 Tips

Totango

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. In this article, we’ll take a look at some of the basic skills required to be successful as a CSM and break down three key areas to focus on to help you land that dream role.

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Biggest drivers of Auto Dialer Market in 2022

Hodusoft

Biggest drivers of Auto Dialer Market in 2022. The Auto Dialer Software market size 2022 is anticipated to experience significant growth over the next few years due to the unique growth patterns, potential, and promise for the marketplace. This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products.

Marketing 105
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Guru + Typeform: A Better Way to Make Knowledge Sticky

Guru

At Guru, we often talk about the 70/20/10 rule of learning. For many people, structured training is the first thing that comes to mind when they think about how learning happens. These people may be surprised to learn that only 10% of learning takes place in formal settings like conferences, eLearning courses, and certification programs.

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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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How AI Can Help Overcome Hurdles and Help Brand Reputation in Collections

Interactions

The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations. Many use the New Year as a starting point to try to make amends, and make a resolution to pay off their debts or make arrangements to reduce them.

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Three Key Challenges Healthcare CX Leaders Face Today

Uniphore

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?

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Contact Center vs. Call Center: Which Is Best For Your Company?

Quality Contact Solutions

As your company grows, you want to ensure that your customers and clients get excellent customer service. The challenge is that you don’t have the means or bodies to create your in-house customer service team. Perhaps you’re considering an outsourced solution as an option but don’t know the difference between a contact center vs. call center.