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Building a CX Dashboard

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. MORE

Metrics Telecommunications Journey mapping Sales 110
>

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

APRIL 3, 2019

MORE

Analytics 177
>

Retail Contact Center Best Practices

Ansafone

APRIL 2, 2019

Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience. Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ». MORE

Best practices Contact Center outsourcing Enterprise 73
>

Phone Etiquette 101: Essential Rules, Dos, Don’ts, and Tips

CrazyCall

FEBRUARY 26, 2019

Think of how you answer each of the calls you receive. When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”. If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”. And when it happens that you get a call directly from your boss, I guess you go with something like “Yes boss? What’s the issue? hopefully, not me!)”. In everyday situations, we don’t need to follow any specific rules or tips on how to make and take calls. MORE

Entertainment Personalization Sales Customer Service 80
>

7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. MORE

Airlines Customer centricity Consulting Consulting 350
>

Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

AUGUST 7, 2019

MORE

Customer Support 70
>

The Making of a Contact Center Superagent

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales. MORE

Contact Center Technical Support Sales Call Center 212
>

How to provide an effortless customer experience

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. Unfortunately, no matter what you do, the Bluetooth functionality isn’t working. MORE

Customer Experience Wireless Customer effort Self service 166
>

How Call Center Services are Helpful for Small Businesses?

OctopusTech

MAY 19, 2019

Customers are the most focused trait for any small business. But it may be difficult for a tiny business to answering the phone calls while handling day to day office operations. On the same note, answering calls is important as with poor customer services there are more chances to lose business. So, what to do with these ringing phone bells? The answer is call center services. MORE

Call Center outsourcing CRM Technology 76
>

4 Reasons Customer Service Ratings Matter More Than You Think

TeamSupport

MAY 3, 2019

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites. MORE

Customer Service Feedback Customer centricity Marketing 77
>

How to Bring more prospects through your funnel

Convoso

DECEMBER 11, 2019

You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel. lead generation outbound sales MORE

Outbound sales Sales 219
>

Customer Experience (CX) Metrics in the Contact Center - Squelch

Squelch

FEBRUARY 15, 2019

MORE

Metrics Contact Center Customer Experience 100
>

When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

NOVEMBER 27, 2019

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success. MORE

Personalization Customer Service 291
>

10 Tips for Retaining Your Best Agents

Talkdesk

JUNE 14, 2019

Hire Right for the Role. When it comes to retaining your agents, you need to first make sure that the call center talent you hire is the right fit for the role, equipped with the right skills, experience, personality and temperament. It’s not everyone’s cup of tea. Handling those customer frustrations day in and day out can take a toll if you don’t have thick skin. MORE

Morale Metrics Chatbots Coaching 73
>

Customer Service: It’s the Little Things That Matter

CSM Magazine

MAY 1, 2019

It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls. You check in to make sure everything is going well. MORE

Customer Service Coaching Management 74
>

3 Ways Some Customers Are Like the Dreaded New Driver

Steve DiGioia

NOVEMBER 25, 2019

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had. MORE

Personalization Sales Management 211
>

Declaring Victory in the War on Contact Center Agent Performance

CX Global Media

JANUARY 15, 2019

Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus. I can’t remember at any point over that time when it was not included in reports that list executive top priorities. MORE

Contact Center Coaching Schedule adherence Metrics 242
>

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

SEPTEMBER 18, 2019

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. MORE

Average Handle Time Gamification Call Logging Metrics 84
>

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

AUGUST 7, 2019

MORE

Journey mapping 97
>

A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly

Call Center Weekly

MARCH 19, 2019

By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings. If you’ve ever lived in New England, you might be able to guess why. The cost of living is high, and the closet space in the beautiful historic buildings tends to be rather sparse. MORE

Customer Experience Advertising Customer centricity Sales 156
>

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

JUNE 26, 2019

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […]. Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testing MORE

Personalization Contact Center Management Coaching 196
>

How to Recruit and Retain Contact Center Talent

The Northridge Group

NOVEMBER 11, 2019

Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips MORE

Contact Center Call Center 177
>

What is Employee Experience? Definition & Best Practices

Callminer

DECEMBER 13, 2019

Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. MORE

Best practices Employee engagement Surveys Technology 237
>

Robocalls’ Impact on the Digital Contact Center

Taylor Reach Group

JULY 17, 2019

By JD Fairweather. Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging. MORE

Contact Center Telemarketing voip Virtual Agent 73
>

CEO’s Guide to Growth Through Customer Experience

Sampson Lee

JULY 10, 2019

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening MORE

Customer Experience 181
>

5 Best Practices for Handling Difficult Customers

ProProfs Chat

JANUARY 31, 2019

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program. MORE

Best practices Customer centricity Sales Feedback 70
>

The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. MORE

Journey mapping Scripts Customer emotions Banking 299
>

15 Customer Service Psychology Tips to Master. Let’s Go!

Nextiva

JUNE 14, 2019

Customer service is much more than a purchase and an exchange of pleasantries. What makes or breaks a relationship is the customer service psychology in play there. When you understand the psychology is when you achieve customer satisfaction. Your goal is for every customer to leave your place of business, feeling positive about the service […]. The post 15 Customer Service Psychology Tips to Master. Let’s Go! MORE

voip Sales Marketing Customer Service 81
>

Customer Experience Management: Designing Better CX from the Top-Down

Relay Blog

FEBRUARY 25, 2019

Who’s responsible for creating amazing customer experiences? Marketing and sales? Or is it the support. The post Customer Experience Management: Designing Better CX from the Top-Down appeared first on Relay. Support Customer Experience customer journey metrics strategies MORE

Sales Marketing Management Customer Experience 74
>
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      • Humanize Your Brand
      • Implementing Virtual Agents: Where to Start, and How to Finish
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      • IVA is the New IVR
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      • Ask the Experts: Conversational AI Automation Step-by-Step
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2019

Customer Experience (CX) Metrics in the Contact Center - Squelch

Squelch

FEBRUARY 15, 2019

Metrics 100
More
Metrics Contact Center Customer Experience 100

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

JUNE 26, 2019

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […]. Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testing

Personalization 196
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Personalization Contact Center Management Coaching 196
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A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly

Call Center Weekly

MARCH 19, 2019

By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings. If you’ve ever lived in New England, you might be able to guess why. The cost of living is high, and the closet space in the beautiful historic buildings tends to be rather sparse.

Customer Experience 156
More
Customer Experience Advertising Customer centricity Sales 156

The Critical Skills that All Customer-Facing Teams Must Have

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Journey mapping 299
More
Journey mapping Scripts Customer emotions Banking 299

Why Is Patient Engagement Important? | Frontline Group

Advertiser: 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.

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Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?

Callminer

APRIL 3, 2019

Analytics 177
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Analytics 177

4 Reasons Customer Service Ratings Matter More Than You Think

TeamSupport

MAY 3, 2019

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.

Customer Service 77
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Customer Service Feedback Customer centricity Marketing 77

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4 Reasons Customer Service Ratings Matter More Than You Think

TeamSupport

MAY 3, 2019

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.

Customer Service 77
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Customer Service Feedback Customer centricity Marketing 77

10 Tips for Retaining Your Best Agents

Talkdesk

JUNE 14, 2019

Hire Right for the Role. When it comes to retaining your agents, you need to first make sure that the call center talent you hire is the right fit for the role, equipped with the right skills, experience, personality and temperament. It’s not everyone’s cup of tea. Handling those customer frustrations day in and day out can take a toll if you don’t have thick skin.

Morale 73
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Morale Metrics Chatbots Coaching 73

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

SEPTEMBER 18, 2019

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base.

Average Handle Time 84
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Average Handle Time Gamification Call Logging Metrics 84

Robocalls’ Impact on the Digital Contact Center

Taylor Reach Group

JULY 17, 2019

By JD Fairweather. Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging.

Contact Center 73
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Contact Center Telemarketing voip Virtual Agent 73

Building a CX Dashboard

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Metrics 110
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Metrics Telecommunications Journey mapping Sales 110

How Call Lifecycle Details Help Increase Customer Satisfaction

Advertisement

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!

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Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

AUGUST 7, 2019

Customer Support 70
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Customer Support 70

Retail Contact Center Best Practices

Ansafone

APRIL 2, 2019

Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience. Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ».

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Best practices Contact Center outsourcing Enterprise 73

5 Best Practices for Handling Difficult Customers

ProProfs Chat

JANUARY 31, 2019

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program.

Best practices 70
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Best practices Customer centricity Sales Feedback 70

Customer Experience Management: Designing Better CX from the Top-Down

Relay Blog

FEBRUARY 25, 2019

Who’s responsible for creating amazing customer experiences? Marketing and sales? Or is it the support. The post Customer Experience Management: Designing Better CX from the Top-Down appeared first on Relay. Support Customer Experience customer journey metrics strategies

Sales 74
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Sales Marketing Management Customer Experience 74

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

Advertiser: Skilljar

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!

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Phone Etiquette 101: Essential Rules, Dos, Don’ts, and Tips

CrazyCall

FEBRUARY 26, 2019

Think of how you answer each of the calls you receive. When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”. If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”. And when it happens that you get a call directly from your boss, I guess you go with something like “Yes boss? What’s the issue? hopefully, not me!)”. In everyday situations, we don’t need to follow any specific rules or tips on how to make and take calls.

Entertainment 80
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Entertainment Personalization Sales Customer Service 80

How to Recruit and Retain Contact Center Talent

Pam Plyler

NOVEMBER 11, 2019

Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips

Contact Center 177
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Contact Center Call Center 177

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

AUGUST 7, 2019

Journey mapping 97
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Journey mapping 97

Customer Service: It’s the Little Things That Matter

CSM Magazine

MAY 1, 2019

It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls. You check in to make sure everything is going well.

Customer Service 74
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Customer Service Coaching Management 74

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.

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How Call Center Services are Helpful for Small Businesses?

OctopusTech

MAY 19, 2019

Customers are the most focused trait for any small business. But it may be difficult for a tiny business to answering the phone calls while handling day to day office operations. On the same note, answering calls is important as with poor customer services there are more chances to lose business. So, what to do with these ringing phone bells? The answer is call center services.

Call Center 76
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Call Center outsourcing CRM Technology 76

15 Customer Service Psychology Tips to Master. Let’s Go!

Nextiva

JUNE 14, 2019

Customer service is much more than a purchase and an exchange of pleasantries. What makes or breaks a relationship is the customer service psychology in play there. When you understand the psychology is when you achieve customer satisfaction. Your goal is for every customer to leave your place of business, feeling positive about the service […]. The post 15 Customer Service Psychology Tips to Master. Let’s Go!

voip 81
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voip Sales Marketing Customer Service 81

When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

NOVEMBER 27, 2019

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.

Personalization 291
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Personalization Customer Service 291

7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

Airlines 350
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Airlines Customer centricity Consulting Consulting 350

The Best Sales Forecasting Models for Weathering Your Goals

Advertiser: ZoomInfo

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!

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What is Employee Experience? Definition & Best Practices

Callminer

DECEMBER 13, 2019

Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations.

Best practices 237
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Best practices Employee engagement Surveys Technology 237

CEO’s Guide to Growth Through Customer Experience

Sampson Lee

JULY 10, 2019

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening

Customer Experience 181
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Customer Experience 181

Declaring Victory in the War on Contact Center Agent Performance

CX Global Media

JANUARY 15, 2019

Some wars seem to rage on forever. Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. In more than twenty years in the contact center industry, improving agent performance has always been a major focus. I can’t remember at any point over that time when it was not included in reports that list executive top priorities.

Contact Center 242
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Contact Center Coaching Schedule adherence Metrics 242

How to Bring more prospects through your funnel

Convoso

DECEMBER 11, 2019

You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel. lead generation outbound sales

Outbound sales 219
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Outbound sales Sales 219

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!

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The Making of a Contact Center Superagent

Contact Center Pipeline

NOVEMBER 26, 2019

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

Contact Center 212
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Contact Center Technical Support Sales Call Center 212

How to provide an effortless customer experience

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour. Unfortunately, no matter what you do, the Bluetooth functionality isn’t working.

Customer Experience 166
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Customer Experience Wireless Customer effort Self service 166

3 Ways Some Customers Are Like the Dreaded New Driver

Steve DiGioia

NOVEMBER 25, 2019

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had.

Personalization 211
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Personalization Sales Management 211
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