Wed.Jun 29, 2016

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Visual storytelling to communicate insight: Data visualizations in Vision Critical’s customer intelligence platform

Alida

Storytelling is the key to effectively communicating insight. A purposeful story creates impact in a way that data and spreadsheets alone can’t. A compelling narrative, paired with the right visuals, engages your stakeholders and helps people see your way of thinking, while making your story sharp, concise and convincing. The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform.

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[eBook] The 2016 Contact Center Buyer’s Guide

BlueOcean

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team. And over the years, we’ve used that expertise not only to deliver outstanding service to our clients, but also to publish hundreds of articles to give you the answers you need when faced with various contact center

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More shocking news about Airbnb!

Beyond Philosophy

Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces. Furthermore, New York could ban Airbnb users hiring out apartments. Recently, though, Airbnb have also been caught up in a wave of claims that its independent hosts discriminate based on race.

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Validate Your Customers Decision to Do Business with You

ShepHyken

My effort to make the sale is validated when the customer chooses to do business with me. Then it is just as important, if not more so, for me to validate my customer’s choice to do business with me through what happens after the sale. I’ve been thinking about the concept of validation for a while. This is where the customers validate your efforts in persuading them to do business with you.

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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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Hiring, Developing, and Retaining Your Customer Success Team

natero

Customer Success as a profession has grown by leaps and bounds in just a few short years. Companies are no longer just exploring the idea of Customer Success, they are now making big investments and wrestling with the challenges of managing and nurturing Customer Success teams. In this article, we explore the skills and characteristics that define great Customer Success Managers (CSM), the best places to recruit CSM talent, and how to develop and retain your Customer Success team.

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Hear that? It's the Evolution of Customer Service Calls

Think Customers

Like many people, the last thing I want to do is speak with a customer service agent when I have a question. Why call when the answer can most likely be found online in the FAQ section or through another self-service option? At the same time, investments in speech analytics are rising. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Using Friendliness to Provide Great Customer Service

Nimble

Here at Nimble, while we do host daily and weekly live webinars, the bulk of our customer support happens over email and through Twitter. Unlike interactions that occur over the phone or face to face, text conversations can sometimes be difficult to convey meaning and tone. This means that it […].

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Why Email Is Still King (And How To Make It More Powerful)

ForeSee

As some marketers debate the effectiveness of email in a world of spam, smarter email filters from the likes of Google’s Gmail, and an increase in the sheer volume of. The post Why Email Is Still King (And How To Make It More Powerful) appeared first on ForeSee.

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?Inside-Out? or ?Outside-In?: How Centricity Differs from a Customer Focused Approach

Bold360

If you?re involved in customer relationship management and the culture of customer experience, then you?re probably familiar with many of the various approaches and philosophies of how a business could or should interact with its customers.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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5 Reasons Why You are Losing Loyal Customers

Provide Support

Customer Loyalty. In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers. According to Accenture 28% of consumers are loyal to their providers and brands, which is why all effort should be taken to keep such customers and increase their number.

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I dare you to post your Customer’s negative reviews | Uber reviews their Customers | The Trust Edge

The DiJulius Group

What if you posted all your Customer Reviews on your website? What if you had your Customers review all your Lawyers, Account Executives, or the products you sell and then you posted them on your website? I am not talking about raving fan testimonials. All of your Customer reviews, allowing Customers and potential Customers to […].

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6 Dos and Don’ts of Professional Phone Greetings

Talkdesk

When customers reach out to your call center, your phone greetings are the first sounds they hear. Phone greetings are the official electronic ushers of your brand and should therefore be both welcoming and professional. Your greetings set the tone for your customer’s interaction with your company. In many instances, telephone customer service interactions are the only direct points of contact customers have with businesses.

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Customer Experience Delivery: Prepare Privately | #cx #custserv

Kate Nasser

Prepare for customer experience delivery privately not in front of customers. Powerful true life examples fr The People Skills Coach™. | Customer Service, Restaurants, Retail. The post Customer Experience Delivery: Prepare Privately | #cx #custserv appeared first on KateNasser.com.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Tighten Up Your AHT Projections

Brad Cleveland Blog

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.

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Is a lack of consistency letting your customer service down?

Eptica

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Failing to provide the same level of service, and consistent information across multiple channels annoys customers and is bad for company efficiency and brand reputation.

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Tighten Up Your AHT Projections

Brad Cleveland Blog

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for forecasting purposes will not reflect the environment accurately. Some relatively simple analysis can go a long way toward tightening up your projections.

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Customer Segmentation Helps You Offer Targeted Deals That Convert Better

LiveChat

Successful business owners often advice to start out small, in an unexplored niche. It’s not only smart because of the smaller competition but also because dealing with a small audience is easier. When talking to a small amount of customers, you don’t have to use methods like customer segmentation to get the message through. However, your business will grow over time and the marketing message that used to work like a charm will be less and less effective.

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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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Branded Customer Experiences {Infographic}

Michelli Experience