Sat.Jan 16, 2021 - Fri.Jan 22, 2021

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International Contact Centre Operations Tips & Best Practices

Callminer

Learn how international contact centres can approach agent management optimisation, procedural improvements and more.

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Give your customers best practices, not just FAQs

Intercom, Inc.

Most companies spend huge budgets creating content to get people to sign up to their product. But once a customer signs up, it’s left to a handful of badly written FAQs to help people get the most from the product. It’s no wonder up to 60% of users who sign up for a free trial use a product once and never come back. At Intercom, we believe that providing educational and motivational help content leads to loyal and engaged customers.

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8 Simple Ways to Improve Agent Performance in the Call Center

Fonolo

Ready to level up your call center team this year? Improving agent performance can seem overwhelming at first, and you may find yourself wondering, “Where to start?” Don’t fret — these eight simple methods are all you need. With some hard work and a little luck, your team will be reaching new heights of operational efficiency ! Set your KPIs. You can’t change what you don’t measure.

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Rich Emotions Can Overcome Poor Quality

Heart of the Customer

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty). That message hit home to me when my Fitbit died…again! […].

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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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How to Use Psychological Priming to Get Customers to Accept Your Word As Final

Myra Golden Media

Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call control. In last week’s super-fantastic 4-day De-escalation Academy , I taught my students how to use psychology to get angry customers to back down and accept their word as final.

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10 Leadership Lessons From Growing Up With A Wallstreet Mom

Doing CX Right

Are there people in your family that were business transformational leaders? Read Stacy Sherman's story and leadership lessons to inspire your success. The post 10 Leadership Lessons From Growing Up With A Wallstreet Mom appeared first on Doing CX Right.

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More Trending

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The Truth About Moments of Truth

Heart of the Customer

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey. Don’t make […]. The post The Truth About Moments of Truth appeared first on Heart of the Customer.

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How can we jumpstart post-pandemic planning while continuing our digital transformation?

DMG Consulting

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years. Some of the most impactful changes that have been made are: Migration of employees out of the office to work-at-home.

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Why Employees Want to Leave and How to Stop It

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams. Building a world-class experience encompasses both customer and employee. How can. Read Full Article.

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Best Practices to Adopt for a Successful Outbound Call Center

Hodusoft

An outbound call center makes outgoing calls to the customers. Generally used for making cold calls to potential customers, outbound call centers are mainly focused on customer and prospect outreach. Cold calls are made by the call center agents to reach out to a number of prospective customers and target them to close a sale or achieve a business goal.

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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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Small Business Guide to Live Chat in 2021

Comm100

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Live chat has quickly become the most popular digital customer service channel for small businesses and large – and it shouldn’t come as a surprise.

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How knowledge-centered service benefits customer support teams

Zendesk

Customers want resolutions, and they want them yesterday. Your support teams are generally swamped with a variety of tasks ranging from simple service requests to major incidents that require immediate attention. That’s why KCS , knowledge-centered service, is a widely adopted approach to steer service processes in the right direction. 66% of adults feel that the most important thing a company can do to provide them with a good online customer experience: value their time.

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Three Customer Experience lessons every company can learn from TikTok and ByteDance

Steven Van Belleghem

Channelling the octopus. This is one of the behaviours of Chinese tech giants that I find the most intriguing. They start with one application and then evolve into a broad platform, entering many other types of markets. Even when there is already an established player there. For instance, even though WeChat, Ali Pay and Ant Financial were already offering very successful financial services, ByteDance has also been launching FinTech services and it’s also moving quite aggressively into other satu

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Correlation vs Causation: What’s the Difference?

Astute

What you need to know about causation and correlation, including key differences and examples of both. The post Correlation vs Causation: What’s the Difference? appeared first on Astute.

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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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Love Your Employees As Much As You Love Your Customers

Kerry Bodine

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. One of the people we reached out to with this request was a well-known author who I kind of idolized at the time.

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A customer service guide to conflict resolution

Zendesk

Most people would rather live a life free of conflict than spend their days full of conflict resolution scenarios. But anyone in customer service can tell you conflict is an inevitable part of working with people. Fortunately, conflict resolution doesn’t have to be a dreaded ordeal to work through. “Conflict brings out truth, creativity, and resolution,” wrote veteran hostage negotiator and conflict management expert Chris Voss in his 2016 book, Never Split the Difference: Nego

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Welcoming in 2021, the Year of the Vaccine

DMG Consulting

Welcoming in 2021, the Year of the Vaccine. Happy New Year! I planned to write a newsletter column about enterprise servicing and investment priorities, but decided to write about innovation and our shared goals as humanity. DMG’s February newsletter will contain the results of the annual survey and the implication of the findings for enterprises. Awe Inspiring Change and Goodness. 2021 started off quietly, with many of us welcoming in the new year from the safety of our homes, but this didn’t l

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COVID-19 Employee Screening: How the Vaccine and Faster Testing Could Change Your Approach

Astute

With new, faster options for testing and with COVID-19 vaccines rolling out, should employers change their employee self-screening processes? The post COVID-19 Employee Screening: How the Vaccine and Faster Testing Could Change Your Approach appeared first on Astute.

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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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Does Your Business Live Up to Customer Expectations When They Contact You?

Hodusoft

It is a given that you cannot keep each customer happy and satisfied because they have different expectations and, sometimes, impossible demands. Still, it helps to find out if your business has adopted the right approach to live up to customer expectations when they approach you for customer services. You can maintain records of interactions and improve customers’ experiences by the use of contact center software.

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Future-Enabling Buyers Will Be Key In 2021 And Beyond

Buyer Persona

The new year is almost one-month-old. In less than three weeks, the country has experienced a time like no other. Where the degree of uncertainty about our future has intensified. The chaos surrounding the vaccination rollouts and the political climate has altered the degree of hoped-for certainty. Such a turn of events has an impact. Particularly on B2B buyers today.

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“World Experience Organization” Created Will Help Us All Be Better in 2021

Beyond Philosophy

No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management?

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Part 2: B2B Customer Support Transformation Imperatives

TeamSupport

In Part 1 of this three-part series we introduced the new report by ServiceXRG and TeamSupport. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives. Part 1 explored the transition of support from a reactive transactional model to a more proactive and preventive approach.

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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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How to Make Personalized Customer Experiences Easy with Automation

Astute

Customers crave personalization. The latest in automation and AI make delivering a personalized customer experience easier than ever before. The post How to Make Personalized Customer Experiences Easy with Automation appeared first on Astute.

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How to Build the Ideal Customer Journey Using Your Customer Success Platform

ClientSuccess

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey.

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WATCH NOW: Customer Journey Mapping: Which Touchpoints Really Matter? | PeopleMetrics LIVE!

PeopleMetrics

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? What is a touchpoint in the customer journey? Which touchpoints should you include in your customer journey map?

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What tactical actions can we use in our post-pandemic while keeping digital transformation in mind?

DMG Consulting

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind? Answer: The pandemic has accelerated many transformations that needed to happen in enterprises and their front-office servicing departments by as much as 2 – 4 years. Some of the most impactful changes that have been made are: Migration of employees out of the office to work-at-home.

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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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The 2021 ACE Awards: Let the Countdown Begin!

Confirmit

Have you the ground running in 2021? So far it’s looking a lot like 2020, but there is light at the end of the tunnel – and we have something more to motivate you and your team. The 2021 Confirmit ACE Awards open for submission next week. And I think we could all do with something to look forward to! It’s time to rally the troops and win yourselves one of the most prestigious accolades in CX.

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What It Takes to Be a Revolutionary

The DiJulius Group

In this world of what seems like recession, depression, and destruction all around us, if you truly look closely and dive deeper, we’re now in a time of greater possibilities. And it takes a revolutionary to see that! What Does It Take to be a Revolutionary? Never say or accept “I gave my best” Saying. Read Full Article. The post What It Takes to Be a Revolutionary appeared first on The DiJulius Group.

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New year, new books. Here’s how introverts can get an edge on networking

Zendesk

The Introvert’s Edge to Networking , published January 2021, is not—as some of us might wish—a book about how to network effectively without talking to strangers. Talking to strangers is still involved. But as author Matthew Pollard explains, introverts often don’t mind talking to people when conversations run deep and are authentic. Introverts just hate the typical networking dance in which you try to suss out whether the other person is “useful” to you, and then the awkward aftermath when you

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Top Business Challenges Companies Faced in 2020

Transcosmos

Intro. 2020 was certainly not an ordinary year. It had a significant impact on the lives of individuals and the operation of businesses around the globe, created uncertainty, and a variety of obstacles that needed to be addressed and overcome. At the same time, we cannot deny its enlightening nature, which helped and motivated humanity to gain new experience, skills, and companies to digitize their operations and enhance their flexibility.

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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.