Sat.Dec 05, 2020 - Fri.Dec 11, 2020

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10 Essential Customer Service Metrics to Track Now

NICE inContact

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

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Sales Acceleration is Possible, Even in a Pandemic

Think Customers

There’s no doubt the COVID era is reshaping the consumer goods industry, possibly forever. Consumers’ shift to digital, which had been steadily gaining momentum prior to the pandemic, has ratcheted into overdrive during this time of social distancing and stay-at-home orders. Against this backdrop, the sales cycle continue to get faster, meaning companies looking to prioritize sales acceleration have to be smart – and quick – when it comes to devising and implementing strategies to boost sales.

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On Customer Experience and Correspondence

Topdown

Human communication has been a vital aspect of society since the beginning of time. Even before written languages developed, tribal societies developed an iconographic form of communication depicting their primitive versions of verbal communication. In today’s business, personal, and professional relationships, communication is the essential ingredient to creating successful and long-lasting connections.

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Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.

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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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Mylo drives positive customer experience with GetFeedback

GetFeedback

Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo.

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Crucial Communications

Storyminers

The coronavirus pandemic is forcing each of us to respond to change. It is causing many of us to become leaders. In “ What We Say And How We Say It Matters More Than Ever ” (and in the accompanying video), you’ll learn about how to frame communications, not as a chore or a pattern. Instead, we’ll remind you how to communicate in profoundly human terms.

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How Contact Centers are Rising to the Demands of Consumers Based from Home

NICE inContact

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. Stories of automating routine tasks and providing automated self-service options, while highlight how contact center focused on enhancing personal CX by allowing agents to do their best work will be a focal point for businesses.

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The complete guide to website surveys

GetFeedback

Everything you need to know about website surveys, from deciding what kind of survey you want to run to asking the perfect questions.

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How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

BlueOcean

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. Launched on-time despite major challenges of the pandemic.

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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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The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).

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3 Tips to Make Your Contact Center a Little More Ho-Ho-Happy this Holiday Season

NICE inContact

The holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too. Here are easy tips and ideas for low-cost ways to diffuse tension and bring more fun to December, no matter what industry you’re in.

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Follow up With Your Customers Using Closed Loop Feedback

GetFeedback

How to set up a closed-loop feedback program to improve the customer experience and increase customer loyalty.

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Guest Blog: 5 Ways Chatbots Can Improve Your Customer Satisfaction

Comm100

Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. Using artificial intelligence to make business processes more efficient is no longer a thing of the future.

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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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IBTM Keynote: Mike Wittenstein

Storyminers

The post IBTM Keynote: Mike Wittenstein appeared first on StoryMiners.

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Reimagining the Contact Center for Work From Anywhere

NICE inContact

Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions. Most organizations (56.8%) in our Customer Engagement Transformation: 2020-21 Research Study already have decided to continue with a WFH strategy once the pandemic has passed. The reimagined, work-from-anywhere contact center has several benefits.

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How to Use Microsurveys to Improve Your Product

GetFeedback

Everything you need to know about using microsurveys to improve your product and customer experience.

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Live Chat Software – If You’re Only Typing, You’re Missing Out

Comm100

If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. And the reasons are straightforward. When a customer is looking for an answer to their question, they want three simple things – speed, ease, and accuracy (plus often a touch of personalization).

Software 130
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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Employees Love the Story, Too

ShepHyken

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase.

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4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

NICE inContact

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.

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5 Proven Ways to Make your Contact Center RPA Successful

TechSee

Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights. As industries digitize, more and more manual or routine repetitive activities can be automated – a phenomenon known as Robotic Process Automation (RPA).

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3 Holiday Wish-Listed Gifts to Give Your Customers. And Your Business | Part 1

Cyara

The Gift of Time: Give More to Your Customers, and Keep More for Your Organization. Time, quality, and cost—pick only two. If you sacrifice time’s speed and efficiency for the sake of elevating quality or reducing cost, you realize what you’re truly giving up. The business world won’t wait for you to play catch-up, and deadlines are deadlines for a reason.

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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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5 revolutionary trends in CX for financial services and insurance

Talkdesk

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.

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How to Make 2021 Your Greatest Year by Weaponizing Adversity

The DiJulius Group

Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2 Why do so many companies and industries get. Read Full Article. The post How to Make 2021 Your Greatest Year by Weaponizing Adversity appeared first on The DiJulius Group.

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Every Space is Political

dscout People Nerds

Transformative justice is more crucial than ever. Sarah Fathallah believes researchers are primed to assist in this critical moment if we can “move at the speed of trust.” .

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Which Team Role Are You Most Comfortable Serving In?

One Millimeter Mindset

Which team role do you usually take during meetings? Are you usually boxed into a corner, fulfilling a pre-determined role? Or do you assume a different voice at each meeting? And the voice you speak from depends on the nature of the meeting, the participants, and the desired outcomes. Regardless of whether you meet virtually or in-person, even the best teams have members who always fit into “assigned” team roles.

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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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How to build a cloud contact center business case

Talkdesk

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.

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Some non-CX thoughts on Tony Hsieh

Zeisler Consulting

The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes ) began to come to light based on accounts from those who knew him better than the rest of us who had merely admired him from afar. While the universal impression remains that it’s a shame to lose such a great mind and spirit who had so much left to offer, those who have revered Tony as an inspiration (not only to CX and business in general, but also h

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20 "Non-Research" Skills All User Researchers Should Develop

dscout People Nerds

We asked 6 lead UX researchers “What non-technical-research skill should any human-centered research have?” Here’s what they said.

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