ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

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Feedback Customer Service 352

Tethr

DECEMBER 20, 2021

The new year is closing on us quickly! If you’re looking to breathe new life into your call center quality assurance processes in 2022, look no further. We’ve worked with visionary QA leaders at a wide range of forward-thinking companies over the past few years, and we’ve seen the good, the bad, and the ugly in QA. (Looking for what to avoid? Check out this post. ??).

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Call Center Coaching Contact Center Metrics 96

Callminer

DECEMBER 21, 2021

Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process.

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Beyond Philosophy

DECEMBER 23, 2021

A lot of the deepest beliefs that people have come from stories. The story is what makes the idea believable and compelling. People relate to concepts more when they can associate them with an example of an anecdote. Therefore, telling stories is an integral part of your customer strategy. . The Christmas holiday is built upon the story of Jesus’ birth.

Entertainment 39

Entertainment Consulting Consulting Metrics 39

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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.

Contact Center

ShepHyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Cyber security is important now more than ever with cyber-attacks becoming more and more common.

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Call Center outsourcing Banking Education 322

Callminer

DECEMBER 22, 2021

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

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Analytics Sales 182

Beyond Philosophy

DECEMBER 18, 2021

When I was 25, my mum was proud of the fact that we had never discussed the verity of Father Christmas, which, of course, is not in question. She wanted that story to be a part of my life, so she made sure it was, well into adulthood. I have continued the tradition with my kids. Father Christmas, the story of a toymaker that brings love and joy to children all around the world has been in effect at the Shaw house for over 30 years.

Entertainment 39

Entertainment Consulting Consulting Surveys 39

ShepHyken

DECEMBER 20, 2021

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. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. (Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to

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Customer Service Brand ambassadors Contact Center Customer Support 193

Contact Center Pipeline

DECEMBER 23, 2021

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have taken place in the industry during that time. We have gone from cord switchboards, ACDs and IVRs to sophisticated omnichannel technologies. The introduction of the web and smartphones, along with artificial […].

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Contact Center Interactive Voice Response Technology Management 130

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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.

Analytics

HelpCrunch

DECEMBER 23, 2021

They say that customer service technology began with letters and post-pigeon, but in fact, it started long before that. In 1750 BC, a customer demanded a refund for the delivery of the wrong grade of [ … ]. The post How to Provide Online Customer Service: 8 Real-Life Examples appeared first on HelpCrunch blog.

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Customer Service Technology 118

C3Centricity

DECEMBER 20, 2021

Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, at least when used properly and appropriately. So what is disrupting business as usual? It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years

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Technology Customer centricity Accountability Marketing 111

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

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Advertising Chatbots Technology Customer Service 182

Contact Center Pipeline

DECEMBER 22, 2021

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the ability to build rapport with customers, team members and other team leaders, as well as interpersonal and communication skills that help leaders steer teams effectively. Developing these traits and learning these […].

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Call Center Coaching Management 130

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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.

Contact Center

HelpCrunch

DECEMBER 22, 2021

Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ]. The post How to Handle Customer Complaints Without Going Ballistic appeared first on HelpCrunch blog.

Customer Service 118

Customer Service 118

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

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Management Best practices Upselling Accountability 109

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

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Metrics Upselling B2B SaaS 100

Contact Center Pipeline

DECEMBER 21, 2021

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics Solutions. Alex brings 20-plus years of launching innovative products across multiple verticals. He is passionate about constantly engaging with customers and partners to better understand their needs. OpenText, founded in 1991 […].

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Contact Center Analytics Marketing Technology 130

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!

Customer Experience

HelpCrunch

DECEMBER 22, 2021

Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ]. The post How to Handle Customer Complaints Without Going Ballistic appeared first on HelpCrunch blog.

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Customer Service 117

Totango

DECEMBER 23, 2021

In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. But add to that a lingering global pandemic and crushing labor and supply shortages, and you’ve got a recipe for disaster. .

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Morale Employee engagement Personalization Enterprise 102

Quality Contact Solutions

DECEMBER 23, 2021

Over the years, as a PACE Customer Engagement Compliance Professional (CECP), I have audited dozens of companies for their compliance with telemarketing laws. As you may be aware, the landscape of telemarketing laws can be very complex, with federal regulations written by the FCC and FTC along with considerations for state-specific requirements. Since these laws are ever-changing, keeping up can be a daunting task.

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Spearline

DECEMBER 23, 2021

Nobody likes delays. In the modern world of instant messaging, fast broadband speeds, and direct video conferencing, the last thing anyone wants is to wait. So what happens when a customer is waiting to contact your organization via their phone, and they don’t hear a ring tone until ten or twenty seconds after dialing? Well, for one thing, they can get extremely confused listening to that awkward silence.

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Telecommunications Call flow industry standards APIs 98

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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.

Knowmax

DECEMBER 22, 2021

The post 5 benefits of knowledge base tools for customer service appeared first on Knowmax.

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Customer Service 98

Uniphore

DECEMBER 21, 2021

As we begin to close out another year filled with massive, seize-the-day opportunities, I like to look at what our team achieved, even amidst significant challenges, and what’s to come. 2021 has been a year for record Uniphore growth in revenue, customers, and size of our organization. Today we are more robust than ever before. The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry.

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Business Process Outsourcing Government outsourcing Surveys 19

VirtualPBX

DECEMBER 21, 2021

“I Own This”. If you are new to VirtualPBX, those are three little words we live by with our consistent and superior customer service. Period. It is the heartbeat of our organization and one we take pride in giving 24/7, 365 days a year through chat, email, and phone. There is no passing of the buck when it comes to helping a customer get the answers they need, on time, with an actual human.

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Customer Service Banking Chatbots Personalization 98

TeamSupport

DECEMBER 21, 2021

In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Given the continuous, digital transformation of the business world, the ongoing absence of live chat software only creates a void.

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B2B Airlines Sales Customer Support 98

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

Call Experts

DECEMBER 20, 2021

Holidays can be busy, with people traveling and rushing from parties to get-togethers you may be attending and hosting family yourself. With all this hustle and bustle around the holidays and just making it through the usual busy everyday life, we don’t always find time for ourselves and our loved ones when there is a need for rest. The best way to help with that is self-care and making sure everyone stays calm in the chaos of the holidays.

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Personalization 19

NobelBiz

DECEMBER 20, 2021

Call abandonment is a metric that may be used to assess a contact center's performance. The purpose is to provide the best service possible to customers. Observing this key performance indicator allows you to identify and fix contact center flaws. In this article, we go unveil 5 ways to optimize and reduce your Call Abandonment Rate. The post 5 Ways To Optimize Call Abandonment Rate For Contact Centers appeared first on NobelBiz®.

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Spearline

DECEMBER 21, 2021

The rise in mobile usage and popularity Mobile has fundamentally transformed customer behavior and their expectations in recent years. According to data from GSMA Intelligence , there are 5.29 billion unique mobile phone users in the world today. Furthermore, the total number of unique mobile users around the world grew by 97 million in the past 12 months.

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Telecommunications Enterprise Service level Marketing 98