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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. MORE
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity – and it’s all optimized for enterprises. MORE
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training. MORE
A champion is a person who fights or argues for a cause or on behalf of someone else. It is also someone who is a superstar. The 64 companies on IAOP’s inaugural Impact Sourcing Champions Index are both. MORE
Time for another webinar, covering the white-hot contact center as a service - CCaaS - space. This one is with TelcoBridges , a vendor I’ve known for ages, and it’s good to see them doing well. MORE
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. MORE
Prototyping Customer Experiences with Stories – CX Quick Tips on CX Global Media TV with Mike Wittenstein Prototyping Customer Experiences with Stories in 10-minutes or. Read more. The post Prototyping Customer Experiences with Stories appeared first on Customer Experience Strategy and Tactics. MORE
Modernizing your company's IT doesn't have to be expensive or complicated. Discover the short- and long-term benefits of updating your IT infrastructure now. Next-Gen Technology MORE
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During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If If you’ve been following my work, you already knew that.). MORE
Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? MORE
Customer Service Must-have Skills [25 Skills] These 25 skills are the basic customer service must-have skills that you should have in order to excel in the customer service industry. Customer service professions are one of the most difficult professions in the world. MORE
IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. MORE
Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. MORE
Getting up close and personal with the founders of Techsee, Eitan and Amir . MORE
Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide. MORE
For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently. MORE
With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. MORE
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. MORE
When faced with the problem of real-time in the call center, our research and data analysis experts have created an elegant solution. MORE
Over the past decade, Nuance and its customers have won more than 50 Stevie Awards worldwide for achievements in customer engagement, biometrics, and healthcare. MORE
Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: . MORE
Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. MORE
Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. MORE
Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Each faced multiple risks and worries. Long wait times increased complaints. Irritated customers were at risk of leaving. MORE
New combined company will expand its global reach in the Customer Experience technology space. Westford, MA. May 10, 2021. MORE
Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. MORE
Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. To put the difference in context, decision-making likely feels much more complex and collaborative at work than in your personal life. MORE
In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries. MORE
Change management is part of every successful technology transformation effort. You can nail the technical implementation, but if the people using the new capabilities aren't on board, your project will struggle out the gate. MORE
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