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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Tackling complex design debt: a three-step framework

Intercom, Inc.

Inconsistent product functionality, wildly differing UI components, and conflicting terminology – the slow creep of design debt can have far-reaching consequences for your business if left unchecked. Here’s a simple framework for managing it. A few years ago, we wanted to improve the A/B testing functionality in some of our targeted messages. It was a trivial feature that we thought would be a cinch to build.

Start-ups 272
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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! […].

CX 132
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An Introduction to AI in Customer Service

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

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International Contact Centre Operations Tips & Best Practices

Callminer

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. International contact centres face many of the same obstacles as domestic contact centres, but they must also overcome language and location-related barriers to function properly. With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping t

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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.

Education 232

More Trending

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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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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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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.

CX 111
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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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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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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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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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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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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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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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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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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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From Start to Scale: Driving Growth Through Seamless Payments Implementation

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

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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.

AI 95
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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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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.

Outlook 87
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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.

B2B 81
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The Future of Customer Engagement: How AI is Reshaping Contact Centers

51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

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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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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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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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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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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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How to strengthen internal communication using knowledge base

Knowmax

How to strengthen internal communication using knowledge base.

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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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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.