Sat.Sep 08, 2018 - Fri.Sep 14, 2018

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How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

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4 Ways Smarter Ticketing Solutions Drive Better Support Experiences

Relay Blog

In a perfect world, we’d all be working smart instead of working hard. But what. The post 4 Ways Smarter Ticketing Solutions Drive Better Support Experiences appeared first on Relay.

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Enhance Contact Center Engagement and Performance with Meaningful Recognition

Contact Center Pipeline

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource Management (SHRM) has confirmed that effective recognition programs also have a positive impact on retention and recruitment, two critical challenges for many contact centers. The SHRM survey, “Using Recognition and Other […].

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Never Take Your Eyes Off the Customer

ShepHyken

One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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How Does Time Of Day Affect How Much We Sell?

Beyond Philosophy

Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.

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Ready to Promote Your Star Agent to Supervisor? Not so Fast

Contact Center Pipeline

Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team. She rarely, if ever, missed work, […].

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Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business

ShepHyken

This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive. From automation to artificial intelligence, now is an exciting time to explore all the possibilities. One of the most promising methods for improving your conversion rates is through live chat software.

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B2B Customer Experience: All Hands on Deck

Call Center Weekly

Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. I've certainly had some great interactions from brands that are clearly customer obsessed. Amazon has a fantastic turnkey return policy, AMEX overnights cards, Chase Bank fraud protection has zero friction, but I also think back to one of my first

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5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

CX Global Media

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Do These 2 Things To Make Chat Interactions Pleasant and Easy

Myra Golden Media

When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat. Your customers like the ease of chat, too. But it’s not enough for the chat to be convenient and fast. You need to be creating rapport in conversation and speaking your brand voice.

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Amazing Business Radio: Bill Gessert

ShepHyken

Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture. ?

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Workforce Management's Impact on Customer Service

Call Center Weekly

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life. Some of the bits resonated with me – others did not.

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What is your top customer service tip?

CX Global Media

Top Customer Service Influencers Give Top Customer Service Tips. Recently Fit Small Business asked a group of the top customer service influencers about their top customer service tips. I was fortunate enough to be chosen and among a list of people I admire. In fact, many of them have been guests on my Fast Leader Show podcast. The people on both lists include: Lynn Hunsaker : Lynn led customer experience improvement for many years in Strategic Information Manager, Customer Satisfaction Improvem

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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4 Ways Data Analytics Transforms the CX

The Northridge Group

Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service. By leveraging insights that your customers provide on a daily basis, you can ensure that your business’s means of approaching the Customer Experience (CX) remain agile.

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5 Top Customer Service Articles for the Week of September 10, 2018

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. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. (Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than

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Empathy, and the Recipe for Chocolate Cake

Call Center Weekly

Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. This is a new adventure, how exciting!! The young woman had no experience in customer service, but was up for the challenge. She thought should could figure it out. She could talk to anyone; how hard could this be? I mean, they are just people, right?

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How To Build The Best Cold Calling Scripts [FREE CALL SCRIPT TEMPLATE]

CrazyCall

Imagine that 6 out of 10 calls you make end up being successful. Imagine that each of your clients is pleased with a quality of calls that you make. Imagine that selling over the phone is fun and easy to do. And now let your imagination rest and get to know how to turn dreams into reality. How to do it? There are a few factors that can influence your cold calls – a good lead base , a proper research and your preparation.

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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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Chatbot Pricing: How new models reduce enterprise risk

TechSee

An emerging technology. Conversational AI platforms – known as virtual assistants or chatbots – represent a promising technology that is already projected to cut business expenses by as much as $8 billion in the less than five years. However, despite the transformative revolution and the promise it brings, chatbots are not mature enough yet for businesses to fully rely on them to perform all tasks.

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Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Contact Center Pipeline

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering a solid omnichannel CX. After all, that journey has become increasingly complicated, spanning social media, phone, chat, self-service, email and more. Knowing where that journey has taken your customer is critical—but […].

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How to Systematically Decrease Customer Churn

GetFeedback

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. One Temkin Group study concluded that loyal customers are 5x as likely to repurchase , 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

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Customer Irritation Can Erode Customer Experience - Transforming the Customer Experience

Kristina Evey

Frustration Drives People Away. I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies. The food was great. The venue provided a light breakfast, delicious lunches, snacks, and a wide variety of sodas and water.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Customer Engagement Excellence Regardless of Economic Times

Aspect

A robust economy might be great for your 401K but if you’re a customer service manager, it could make it tougher for you to do your job. According to the American Customer Satisfaction Index , the national measure for customer happiness has been stagnant for the longest period of time in about twenty-five years. This Washington Post article explains that when the economy is good and jobs are easier to come by, customer service jobs experience high turnover.

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Introducing Branch Pay: How We're Rewriting the Paycheck Playbook

Branch Mesenger

What if Every Day Was Pay Day? Or, more fitting for today’s modern hourly worker -- *what if pay day was the day you needed it most? *. For a majority of America’s 78 million hourly workers, pay day is often met with great trepidation and anxious anticipation. That’s because, for many of them, the next paycheck may often be the difference between making ends meet, repairing a vehicle, paying rent, locking in another student loan payment, progressing on credit card debt or worse, handling an emer

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Humans vs. AI in Customer Service … It’s Complicated

Fonolo

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions.

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How Call Center Companies Can Improve Your Company

Ansafone

Can call center companies really improve your company? It is common for company managers to have reservations about outsourcing their contact center services because they believe the level of service could damage their brand reputation and quality of customer care. However, tapping this smart business strategy can potentially be the best thing for your company’s … How Call Center Companies Can Improve Your Company Read More ».

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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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Sneak Peek: 2019 Customer Experience Trends

VHT

If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone. Most companies realize that CX will increasingly impact business results. In fact, Gartner reports 81% of company leaders predict they’ll compete primarily on customer experience in the near future, but only 22% have claimed to create an experience that exceeds customer expectations.

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Steak over Sizzle When Considering Cloud Contact Center

City Communications

Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. You’ll improve productivity and customer service. But how do you successfully migrate to a cloud contact center? Focus on business needs, not features. Before you look at a single cloud contact center demo, take the time to document your business processes and all the ways your cloud contact center will touch your daily

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When Two is not Enough: Multitrack Recording Enables Recording up to 32 Parties

Nexmo

To better facilitate conversations with customers and help businesses derive more value from them, Nexmo released our Split Recording offering. With it you can not only record calls but also split the audio recordings between the two parties, recording what someone hears and separately what he or she said. This tremendously powerful tool allows you […].

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