Sat.Mar 21, 2020 - Fri.Mar 27, 2020

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Fraud Spreads as Does the Coronavirus: Steps to Take

Callminer

As more of the US workforce is being divided into essential and nonessential roles and businesses are transitioning to work-from-home positions, employers and employees alike have another rapidly growing problem to monitor – fraud. In response to the Coronavirus pandemic, fraudsters are taking advantage of the fear that has already been shown to induce panic-driven buying.

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Ensuring Intercom’s business continuity during uncertain times

Intercom, Inc.

As the COVID-19 situation continues to impact people, businesses, and communities everywhere, we know it is more important than ever to stay in touch with your customers, and Intercom is committed to helping you stay connected. We have robust plans in place to ensure we continue to deliver the highest levels of technical and business service. Health and safety.

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How To Direct Your Customers During the Coronavirus Pandemic

Uniphore

Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic.

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Keep Calm and Carry On: Controlling the Controllables with COVID-19

Beyond Philosophy

We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

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Supporting the fight against COVID-19

Intercom, Inc.

On behalf of everyone at Intercom, I want to share our sincere and deep appreciation for all those fighting so hard against this outbreak all over the world. There are countless heroes putting their lives at risk to support the sick and keep the rest of us safe. And there are thousands of volunteers behind the scenes building technology to help us through this very unique challenge – like data aggregation sites , infection tracing tools , gig finders for people out of work , sites helping source

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Controlling The Controllable – Covid-19: How To Deal With Customers

Beyond Philosophy

A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding COVID-19. Our practical tips help you manage the stress and anxiety at your front lines to the best possible outcome.

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Fraud Spreads as Does the Coronavirus: Steps to Take

Callminer

Here are specific steps your employees can take during the pandemic to protect themselves and your company against rising fraud.

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Tips for using Intercom to help with your Covid-19 response

Intercom, Inc.

It’s a challenging time right now, and you might be seeing more customer conversations as a result. We’ve written about how you can manage your customer communications in a crisis detailing how you can proactively make it easier for your customers to get the answers they’re looking for, as well as on dealing with the inbound queries that you might be facing.

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How to Select a B2B Customer Lifecycle Management Solution

Totango

Attracting new leads is great—but what then? Retaining loyal customers is equally as important as converting them in the first place, perhaps even more so. How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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UJET Tips for Work From Home Remote Agents

UJET

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu

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The Two Words on Everyone’s Minds: Business Continuity

Callminer

Read on to learn about adjustments we made to working from home. Like most of you, activities at CallMiner in recent weeks have been focused on executing our business continuity plan, moving to a remote workforce, and supporting our employees physical and emotional well-being. As we carried out our plan we thought it might be useful to share with you some of what we’ve done, not so much to assure you that we’re firing on all cylinders, but to potentially provide you with ideas that might help i

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Maintaining Strong B2B Customer Relationships Without Face-to-Face Interaction

TeamSupport

In an era where remote work has become commonplace, many customer success managers aren’t too happy. Why? Don’t the enjoy working from their home office? Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them.

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You can expect a rise in customer frustration and significant increases in escalations to supervisors right now. Here's help.

Myra Golden Media

My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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UJET Tips for Work From Home Remote Agents

UJET

As companies begin work from home and remote work policies, we’ve seen questions about how employees can be as productive at home. The first thing support organizations need to do is trust employees. The second is to provide the tools and guidance to complete the necessary tasks. Contact-Center-as-a-Service platforms don’t require locally installed specialized contact center software, while agents simply need a stable internet connection, browser, and compatible headset to communicate with consu

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What is Sentiment Analysis? Tools, Best Practices & More

Callminer

Among the many metrics worth considering to improve your organization's efficiency, sentiment analysis stands out as particularly powerful.

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How To Increase Morale And Collaboration Virtually

The DiJulius Group

1. Customer Service Feature Story How To Increase Morale And Collaboration Virtually By Jess Pischel, CX Consultant Now more than ever it seems we are craving communication and connection. Go figure, once the government tells us we have to stay home and isolate ourselves from public interactions we want nothing more than to engage. Read Full Article.

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Introducing The Optimism Report: Highlighting Grand Acts of Humanity

Customer Bliss

Today, I’m introducing something new that I’m calling The Optimism Report. Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kind of person. So what I want to share with you are acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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Is Call-Out Culture a Necessary Evil?

Fonolo

Bad service at a restaurant, being disconnected from a service call or a poorly directed commercial ad — all of these scenarios can lead to your business feeling the wrath of social media users at one point or another. Callout culture has picked up steam over the last few years with popular movements on social media making an impact in our everyday discourse.

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period.

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Customer Success Job Openings

ClientSuccess

Customer Success Friends: We’re seeing the impact of the COVID-19 crisis across our space with some excellent customer success professionals being laid off. To help, we’ve compiled a list of job openings. View Job Openings. The post Customer Success Job Openings appeared first on ClientSuccess.

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Managing B2B Customer Lifecycle Stages

Totango

Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Imagine your next phone call is from an angry Customer. Are you 100% confident you can handle it?

Myra Golden Media

Imagine your next phone call is from an angry, irate customer who is frustrated (like all of us) about the pandemic and takes things out on you. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Step into this course and learn how to create positive conversations with challenging customers. .

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The Two Words on Everyone’s Minds: Business Continuity

Callminer

Here are some of the steps CallMiner has taken to ensure our business continuity via a remote workforce during the pandemic.

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Connecting In The “Post Virus” Economy

Dealing With Humans

For quite some time now, I have believed that eventually, after growing weary of the faceless void that is online shopping and, we will return to a time where face to face business will once again thrive. When that time comes, I also believe that social media will lose some of its luster and people would get around to coexisting in person. And I am convinced that evolution will be jumpstarted just a bit with all of this virus rigamarole (I love that word).

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Digital will boost like never before, but the offline world will boost even more.

Steven Van Belleghem

Without any doubt, this crisis is the biggest educational program ever for the usage of online tools. Today people have time to try them out and the urgency for adoption is there as well. My parents finally learned to use FaceTime to have conversations with their grand children. Before the crisis, they didn’t feel the need to try it out. Today it has become urgent.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Covid-19 Isolation Barriers Breaches by Audio Conferencing Software

Hodusoft

Covid-19 is a pandemic of epic proportions that threatens to bring the world to a halt even as life slows down. Streets remain deserted as people stay indoors. However, communication is essential as is a collaboration between people and teams at various levels. While phones may help to communicate, getting work done or collaborating poses a challenge.

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Customer Experience in Times of Crisis: Covid-19

Confirmit

I think we all can agree these are trying times. The global raise of Covid-19 has wreaked havoc and left a trail of confusion on every topic from business operations to toilet paper. While we cannot do much to help you secure such household goods, we can help you navigate the confusing waters of Customer Experience (CX) during times of crisis. In the past few days, we’ve been getting a lot of questions from our clients on best CX practices in light of Covid-19.

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Do You Give Your Customers A Sense Of Security?

Dealing With Humans

I have a question. Do you help your customers, clients, and guests feel secure? I know. That’s a funny, yet loaded question. I am not talking about security in the sense of keeping them safe from harm, or keeping their private data safe, although those things are very important. I am talking about a sense of security. Remember the mantra. “People spend money to feel good about themselves”.

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Emotional Convenience and Responsible Decisions guide you through the Corona Crisis

Steven Van Belleghem

What about our customer experience and marketing strategy? In the meantime, the question is: what to do with our customer experience and marketing strategy? A couple of days ago, Amazon announced that they are hiring some 100,000 additional employees. Around the world, restrictions of movement are pushing consumers towards e-commerce. Many people who never trusted e-commerce are now trying it out for the first time and are having a positive first experience.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.