Tue.Dec 22, 2020

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Contact Center vs Call Center: What is the Difference?

Advantage Communications

Call center or contact center? These terms are often used interchangeably, but did you know that these are two completely different models when it comes to the customer support offerings that they provide their clients?

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Our customers love us on G2

Talkdesk

Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. The G2 Winter 2021 Report is out! ?? And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??. We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software.

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What Should A Content Strategy Include?

DemandJump

Every great coach has a tried and tested playbook. It’s what puts their unique strengths together to put their best opportunity forward at victory. In more than one regard, a content marketer is really no different from a sports coach. A content marketer’s strategies compile fundamental strengths and resources to make impactful decisions about their content that drive effective results.

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2020: The Year of Gratitude?

CX Workout - Ideas Blog

2020: The Year of Gratitude? December 22, 2020. The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. One of the most powerful, yet not easily attained emotions is gratitude. Download Now. Love 0 Share Tweet Share Pin. The post 2020: The Year of Gratitude? appeared first on Decooda.

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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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Insurance Trends 2021: What Lies Ahead for the Insurance Industry

Ecrion

Codeless Platforms | Artificial Intelligence (AI) | Personalized Products | Find Services Quickly |. Recovering from COVID-19 | Internet of Things (IoT) | Remote Service Is Here to Stay |. Embrace 2021 Insurance Trends with CCM Software. The insurance industry has so much intersectionality both with other businesses and the way we live our personal lives.

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Content Marketing Statistics from 2020: A Year of Change and Learning

DemandJump

2020 was a long, strange year. The COVID-19 pandemic shut down many small businesses and forced many others to pivot quickly to work-from-home environments. Not only that, it forced most businesses to change the way they offered products and engaged with their customers. The new reality brought about shifts in marketing and other sales tactics.

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What are Detractors and how to turn Detractors into Promoters?

Zonka Feedback

Detractors are customers that are, generally speaking, unhappy and dissatisfied with your business. They are likely to not be willing to recommend your business and services to others and in fact, share their disappointment with their friends and family. Because Detractors can be harmful for your business, they require immediate attention. Nobody in business likes angry, miffed or unhappy customers.

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A Closer Look: Mercy Ships and Their Community Impacts

Vanilla Forums

As I wrote previously, I started a blog series on some amazing nonprofits are using the power of community to help them achieve their goals. Online communities aren’t only good for businesses in building more customer intimacy, deflecting support tickets or improving the bottom line. Communities help nonprofits fulfill their objectives.

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What Are The Types of Content Marketing Strategies?

DemandJump

We’ve all witnessed it—when a content marketing strategy clicks on a large scale, creating long-lasting opportunities and growth for their business, and engaging new audiences. How did they know? How did they craft a message, funnel it through the right channels with impactful content, almost as if they knew exactly what would work?

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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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How to Use Your Live Chat for Contact Center

ProProfs Chat

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. Later on, their toll-free number ‘800’ enabled consumers to get in touch with a business and ask questions related to one of the marketing campaigns they came across. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular.

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Amazing Business Radio: Joseph Michelli

ShepHyken

Stronger Through Adversity. Delivering Amazing Customer Experiences Through Times of Crisis. Shep Hyken interviews Joseph Michelli, Ph.D., certified CX professional and bestselling author. They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Top Takeaways: You may not always be able to keep doing things the same way you have always done them, especially under time constraints.

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Birdeye named best survey software for 2021

BirdEye

For Birdeye, the holiday season of 2020 is the gift that keeps on giving. Fresh off of winning more than a hundred brand new awards from G2 , we’re excited to announce that we’ve been named the best survey software for 2021 by Digital.com ! As leaders in customer experience management, we’re committed to delivering a comprehensive suite of solutions that helps businesses drive growth and retention.

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Are You Really Listening and Responding To Your Customers’ Voice?

One Millimeter Mindset

Well, are you really listening and responding to your customers’ voice? Think about it. After all, it is one narrative to tell people you listen to your customers’ voice. However, realistically, you just wait for an opportunity to interject your own agenda into the conversation. Alternately, it is a completely different narrative when you listen, as well as respond, to your customers’ voice.

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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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Moving Forward to Customer Centric and Agile Approach

Strikedeck

Vincent Manlapaz, in an interview with Alix Simpson talks about the transformational changes in Customer Success. She also shares successful strategies to turn customers into loyal advocates.

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2020 Centercode Content Roundup

Centercode

You can say what you like about 2020, but you can’t say we didn’t learn a lot. This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), to how to dress (hello sweatpants, my old friend). Our team was right there, too, and we’re proud to say that we continued not only to support our customers with our platform and services, but we supported testing prof

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4 AI Innovations That Made a Splash in 2020

Oracle

From advances in the medical world to empowering digital CX, AI helped organizations and individuals adapt to significant changes over the last 12 months. As 2020 draws to a close and we look forward to the renewed possibilities of 2021, let’s take a look back at this year’s biggest AI innovations. Here’s a closer look at the key innovations in AI that made a splash in 2020 and set the stage for future innovation in 2021 and beyond.

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What Are Content Marketing Methods?

DemandJump

Marketing is a wild world, isn’t it? Whether you’re a pro who does it every day, or a business owner who’s trying to manage it all by yourself, the fact is that things are constantly changing.

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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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It’s Time To Put Security And Privacy Front And Center For Virtual Care

Forrester's Customer Insights

(Written with Benjamin Corey, senior research associate at Forrester) Telehealth (virtual care) usage has skyrocketed during the pandemic. When you roll back the tape a few months, healthcare providers were able to (very quickly) stand up virtual care capabilities without having to go through the intensive HIPAA compliance protocols required in the healthcare industry.

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How to Improve React.Js Website Performance

kommunicate

Any company in the world needs to have an online presence to convey the value of their products or services. Websites, apps, and web apps are the mediums through which one can showcase their products in front of potential customers (collectively termed as front-end). Hence, well-performing front-end is the most important thing for modern businesses.

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2020 Centercode Content Roundup

Centercode

You can say what you like about 2020, but you can’t say we didn’t learn a lot. This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?

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Birdeye named best reputation management software for 2021

BirdEye

For Birdeye, the holiday season of 2020 is the gift that keeps on giving. Fresh off of winning more than a hundred brand new awards from G2 , we’re excited to announce that we’ve been named the Best Reputation Management Software of 2021 by Digital.com along with three additional awards for: Best Survey Software of 2021 Best SMS Marketing Software of 2021 Best Live Chat Software of 2021.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Atlas Redesign Update

Lithium

The Atlas team is proud to present the next stage of the Atlas Redesign Project! Since the previous redesign, we’ve continued to listen to our members’ comments and suggestions about Atlas and believe we are moving in the right direction. Take some time to review the updates and learn about the strides we have made to enhance your experience with Khoros and our community.

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2020 Influitive Product Year-in-Review

Influitive

At Influitive, we help forward-thinking teams deliver superb customer experiences. How? Through customer advocacy and community, we mobilize them to be successful and drive mutually beneficial outcomes. To reinforce this with our own customers this year, the Influitive product team wanted to hone in on what would be most important to them and truly make […].

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Understanding human behavior: The softer side of experience management

Qualtrics

Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Understanding human behavior – how and why people act the way they do – can help you design and execute more emotionally engaging experiences. Why human behavior is important to XM.

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Consumers Ride A Rising Tide Of Consumer Energy Into 2021

Forrester's Customer Insights

Since the onset of the COVID-19 pandemic in the US in March, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. Conditions during the first […].

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Top reasons why email management software is a critical business application

Knowmax

Top reasons why email management software is a critical business application.

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Twilio VP of Customer Experience Kristine Chin: ‘to win, delight the enthusiast’

Qualtrics

As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Kristine Chin about how she uses delightful persistence to get things done, and which company’s customer experience she finds completely amazing. Listen to the complete podcast episode of Breakthrough Builders with Kristine Chin. Early reflections. The Oakland Firestorm of 1991 destroyed 1,520 acres and more than 3,000 homes, upending the lives of thousands of residents, including University of Califor

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7 key customer service metrics + How to use them

Knowmax

7 key customer service metrics + How to use them.

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