Sat.Dec 04, 2021 - Fri.Dec 10, 2021

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How Your Contact Center Agents Can Drive More Revenue

Contact Center Pipeline

I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m less surprised by the definition and more surprised at the time frame. To think that AI conversations began more than six […].

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Guest Post: 4 Ways Media Companies Can Keep Subscribers Engaged

ShepHyken

This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. He shares how engaging content and personalized experiences can lead to longer-term subscriptions that have a huge impact on brands’ bottom lines. Retaining subscribers with engaging content and personalized experiences is key to building revenue and driving long-term success. .

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Tips for improving call center productivity

Callminer

If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective.

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Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS).

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Exploring CX Strategy and Technology Adoption: A Decision-Makers Chart

A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

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Wow Your New Employees

Bill Quiseng

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl

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Best practices for B2B and enterprise sales reps

Callminer

Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.

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I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

Beyond Philosophy

On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®.

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How Digital Disrupted Customer Service

Contact Center Pipeline

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic. And there’s no going back: Accenture reports that consumers expect to continue using […].

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Amazing Business Radio: Len Herstein

ShepHyken

Vigilant Customer Service. How to Avoid Complacency in Customer Interactions. Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships. Top Takeaways: What breeds complacency in business?

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9 Workforce Trends That Will Define 2025, According to Gartner®

Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

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4 Remote Work Rules to Keep Your Agents Engaged and Productive

SharpenCX

As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. Many prominent companies have already made the switch indefinitely, including brands like Adobe, Salesforce, Spotify, and Twitter. In a survey conducted by FlexJobs , 58% of respondents claimed they want a fully remote job post-pandemic, while 39% prefer a hybrid arrangement.

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Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Fred Reichheld, inventor of the Net Promoter Score ® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld’s new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers , shows tracking the actual referrals is the next level, what Reichheld describes as the “gold” in the business—and the future of your customer strategy.

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Strategies for Promoting Contact Center Value and Visibility

Contact Center Pipeline

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. The identity of your contact center in the enterprise is undeniably linked to how others see you—or perhaps don’t see you at all. The contact center’s value is inextricably tied […].

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5 Top Customer Service Articles of the Week 12-6-2021

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. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. (Destination CRM) What’s the difference between customer service and customer care?

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Signal-Based Selling: How to Leverage 4 Key Buying Signals

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

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Call Center Quality Assurance: Boost Agent Performance & Customer Satisfaction

Nextiva

There's an old saying that a reputation takes a lifetime to build and seconds to destroy. The same goes for customer experience. Every modern call center strives to offer the best experience possible. However, a single bad experience can send loyal customers heading for the competition. Call center quality assurance ensures you're not being unresponsive […].

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I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

Beyond Philosophy

I love when listeners write in with their business problems. I don’t love that they have problems, but I love that they share them with us so we can all work through them together. In our latest submission for our “I’m in a Pickle” feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score ® (NPS) is not where they need it to be.

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Unified Communications. Single-Sourced. Always On—Instant Communications.

Contact Center Pipeline

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility and security possible. Why? Because your organization needs to. And now, because you can. To learn more about how UC, contact […].

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The 8 Best Team Email Management Software for 2022

Help Scout

Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.

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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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Web Self Service is Here to Make Your Support a Cakewalk

HelpCrunch

Initially, personal customer service used to be pervasive at every step of the buyer’s journey. It was perceived as the norm that outside business hours, clients were deprived of any way to ask a question. [ … ]. The post Web Self Service is Here to Make Your Support a Cakewalk appeared first on HelpCrunch blog.

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Striking the Right Balance as a Customer Service Leader

Customer Service Life

As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Then there are those times when the pendulum swings in the other direction and I instead spend my time reviewing analytics, planning for the future, and working with others in the organization on initiative

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4 Guru Automations That Can Help You Efficiently Onboard Employees

Guru

Your new hire’s onboarding experience plays an outsized role in their satisfaction at work.

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Dealing With Abusive Customers

Help Scout

Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?

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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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Key Insights to Guide your CS Strategy in 2022

Totango

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

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Overcoming the Great Resignation with Lessons Learned from CX Best Practices

CSM Magazine

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer. Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job.

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5 Effective Small Business Marketing Strategies You Need for 2022

Quality Contact Solutions

In their November 3rd issue, Forbes magazine published a report from The Conference Board, which gave their predictions for? 2022 economic growth. Global supply chain issues, labor challenges, COVID-19, which won’t go away, and inflation resulting from the previously mentioned threats are expected to continue challenging businesses. Therefore, it is essential to refine your small business marketing strategies and find what’s most effective to help limit the potential adverse business

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Here’s What’s New from November 2021| Kommunicate Product Updates

kommunicate

In the month of November, we have added some new features to your favorite customer support tool. WebApp Chat Transcripts Now you can send Chat transcripts to your users via your own email. Just head over to Settings > Conversation > Chat Transcript and setup your email Chat Widget Similar to the hide-post CTA setting, [.]. The post Here’s What’s New from November 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.

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New Thinking About an Old Problem - Contact Center Employee Attrition

Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

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The Holiday Balancing Act

VirtualPBX

Balancing the Biz. Balancing customer demands with employees’ needs can be challenging during the holiday season, and doing it right helps you separate your business from the competition. There are a few ways to go from a precarious tightrope journey to an easy cakewalk to amp up your communication techniques. How You Doin’? Managing customer communication often starts with ‘when’ and ‘how’ your employees receive calls.

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Talk to me: UC, UCaaS, CPaaS, CCaaS

Spearline

Like many things linked to technology, the communications landscape is constantly evolving. Once upon a time, the major modes of communication were generally bundled into a state institution. The “PTT” generally provided postal, telegraph, and telephone services. In North America, the private monopoly Bell Systems provided telecoms. US government agencies covered other modes.

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7 Step Guide to Perform a Customer Churn Analysis

ChurnZero

All SaaS companies can expect some level of customer churn. For example, some customers who start a free trial may not ultimately subscribe, or those who do might realize they’re not interested in renewing their subscription. Some might feel the software doesn’t meet their needs, so they look for another solution. These are just a few of many possible reasons a SaaS company might see customers leave.