Mon.Mar 08, 2021

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How to Stop Giving Customer Service Like a Useless Scarecrow

Steve DiGioia

The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 1.

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Learning Paths: What Are They, & How Can They Create Customer Experience Success?

Experience Investigators by 360Connext

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important to prioritize in education?

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At Alida, We #ChooseToChallenge Gender Bias & Inequality

Alida

Given the theme of 2021's International Women's Day campaign: #ChooseToChallenge, Alida is choosing to take a stand to challenge gender bias and inequality.

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Gender Inequality Persists in Data Science and AI

Bob Hayes

Results of a survey of data professionals show that about 1 out of 5 are women. Women are paid less than their male counterparts yet both women and men have similar levels of education. Ways of improving gender diversity in the field of data science are offered. Figure 1. US Labor Force Statistics for Selected Occupations. Even though women make up about half of the total workforce in the US, those numbers hide the disparities in some occupational domains.

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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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Great Service Experience is Like a Puzzle

Wired and Dangerous

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer. Putting a puzzle together begins by looking at the picture on the front of the puzzle box.

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Video: How to Deliver Stellar CX Remotely

Kustomer

Have you and your teams struggled with the transition to remote customer service, and want more control on how you’re delivering a stellar experience to your customers? The Kustomer Platform bridges the gap between addressing accountability problems (are my agents really working?), giving you a seamless way to track important data points about your customer.

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Don’t confuse your system with reality

Zeisler Consulting

Improving our processes is hard work. There’s a lot of research and thinking that goes into the exercise of getting better at what we do. Add to that the complexities and politics of change management—especially if your organization is large and/or well-established—and it can be daunting for sure. People spend careers refining their approach to Process Engineering, and quite frankly, if it’s being done right, there’s a lot of math involved.

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Emotional Experience – The Next Big Thing In CX Since The NPS

Feedbackly

To this point, we have been living in the world of simplification. And to be honest, we still do and that is a good.

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International Women's Day: In Recognition of Our Pioneers

Cyara

Today is International Women's Day , a great day of celebration, reflection and re-dedication to the advancement of women in all aspects of society. I often reflect on how we got here: it was some intrepid women pioneers who led the way. My mother was one of them.

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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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Your Help Center Software Could Use a Facelift. Here’s How.

Kustomer

Growth creates growing pains. And often, high-growth brands struggle to scale their contact centers while also managing an influx of shopper queries, such as returns or locating an item. Balancing these forces — scale and volume — often starts with reviewing your help center software and removing manual, time-consuming tasks, including sifting through queues, escalating issues and processing transactions.

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Today is International Women's Day: Let Your Passion Show

Cyara

Each March, International Women’s Day provides us an opportunity to reflect on all of the advances women have made. Even more importantly, it’s an opportunity to look forward to how much more we can all do to accelerate gender equality. This year’s theme of “Choose to Challenge” strikes a chord as it reminds me that each day we can choose progress and inclusion, and rise to the challenge.

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Uplight at SEPA’s Grid Evolution Midwest Conference

Uplight

Last week, the Smart Electric Power Alliance (SEPA) gathered over 55 utilities, solutions providers, independent systems operators and government, nonprofit and academic representatives for their inaugural Grid Evolution Midwest virtual conference. The first of five regional Grid Evolution events planned in 2021, this conference explored the successes, challenges, and opportunities of the Midwest energy transition.

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Push-Down Query Capabilities: Five Questions To Ask Your Cloud BI Provider

Forrester's Customer Insights

Software-as-a-service (SaaS) offers many benefits, including but not limited to elasticity: the ability to shrink and grow storage and compute resources on demand. Clients of most leading enterprise business intelligence (BI) platforms enjoy this cloud elasticity benefit but at a cost. Ultimately, elasticity requires both application and data components (compute and store) to be elastic, […].

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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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How to Develop a Customer Success Strategy

CSM Practice

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? How can you define the current situation of the company, uncover core challenges and opportunities, develop and execute customer success strategies best fit for your organization? CSM Practice continues to host highly interactive sessions for the customer success community to exchange strategies and tactical advice with top customer success thought

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A Look At The Omni Contact Center Experience

Magellan Solutions

The rise of omnichannel call center . The pandemic is still limiting a lot of in-person contacts. Call centers are now running overcapacity to support customers during the pandemic. Multi-channel services can help solve the most common issues. that customer-centric companies are facing today. Top issues why omnichannel journeys and customer experience are being preferred .

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How Loyalty Coupons Can Help Your Business

CSM Magazine

One of the ways on how you can introduce your products and services to people is through advertising. Advertising your brand is a marketing strategy that helps business owners to showcase their best deals and offers to their target market. You can do this marketing strategy by posting your offers to various platforms and social media channels. Aside from advertisements for your products, you may also give some free promotional coupons to the customers for their shopping or purchasing such items.

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Healthcare Call Center: The Future of Healthcare Consultation

Magellan Solutions

Seeking and giving health consultation is more challenging than it ever was. According to a report by Harmony Healthcare IT. 71% Of Americans are afraid of visiting their doctor’s office due to Covid-19. That figure hints that people are not getting proper consultations recently. . More than that, convenience, safety, and flexibility seems like their priority.

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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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The exciting future of customer-brand relationships

5CA

Brand ambassadors have been around since the dawn of advertising. As far back as the late 1900s, people like famed American writer Mark Twain were endorsing products they loved to use. These days, in our social media savvy landscape, it’s everyday people who are brand ambassadors. And those everyday people are the not-so-secret ingredient to your marketing campaign.

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Where are all the feminist businesses?

C Space

Where are all the feminist businesses? International Women’s Day (IWD) – simultaneously a celebration of women’s achievements, and a reminder of how much more needs to be done. Now, almost exactly one year on from the start of a pandemic that has set women’s progress back more than 30 years in the USA alone, we wanted to explore how far working women feel gender equity has come for them.

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Customer Acquisition vs. Retention: The Perfect Balancing Act

Think Customers

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring in new customers, but nourish the relationship with empathy and personalization. To better understand this, we need to consider the fundamentals of customer acquisition vs. customer retention.

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ABCs of Insurance Accounting Outsourcing You Must Be Aware

Magellan Solutions

Insurance Accounting Outsourcing can be advantageous for your agency if you are aware of its ABCs. Insurance accounting outsourcing provides flexibility to insurance agencies of any size. Insurers have tons of challenges to juggle with as queries, competition, and technology change the playing field. Come in insurance process outsourcing. A proven business strategy with a steady market growth since 2003. .

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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 Many Products Can A B2B Sales Rep Sell?

Forrester's Customer Insights

Mergers and acquisitions and other major changes can place enormous pressure on frontline sales organizations. Learn when the strain becomes too much in this B2B Summit session preview.

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Customer Success vs. Sales; Who Should Own Renewals?

Plantt

Customer Success and Sales teams communicate with customers, so which one should be the owner of contract renewals?

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Behind the Scenes at Alchemer: Where the Magic Happens

SurveyGizmo

The post Behind the Scenes at Alchemer: Where the Magic Happens appeared first on Alchemer.

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Targeting Better Together: Six Insights-Driven Best Practices For Sales And Marketing Leaders

Forrester's Customer Insights

There is enormous power in building a proprietary set of insights that drive sales and marketing to the best-fit and most lucrative targets.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Best IT service desk software for call centers in 2021

Knowmax

Best IT service desk software for call centers in 2021.

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Think Local to Stay Ahead of the Competition

Forrester's Customer Insights

For the last several decades, organizations have been focused on creating solutions that allows them to reach the maximum number of customers with the minimum cost, with a focus on growing global, scalable operations. Cloud computing and reduced complexity in integrating services have enabled tech organizations to support the growing global ambitions of organizations, such […].

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_Divi Test

C Space

_Divi Test.