Wed.Feb 17, 2021

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How to Decrease CX Costs by Improving Agent Productivity

Kustomer

In today’s economy, external pressures demand that customer experience departments service more customers and solve more problems than ever before. In fact, during the 2020 holiday season, 68% of CX organizations dealt with far more issues than they did the previous year, speaking to this overwhelming new normal for service professionals around the globe.

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The ER Strategy 2.0: Small Improvements Add Up

ShepHyken

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. You’ll find ways to save money, make money, develop better ways of doing business and much more.

Reference 146
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How to be a Zero Risk Company

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story It is easy to have excellent customer service when everything is humming along. Which typically happens during your slowest times. Perfect world circumstances are rare and the exception. You can count on human error, call-offs, customers being late, technology breakdowns, Read Full Article.

Article 105
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Top 20 Business Challenges for Customer Success and Resources to Help

ChurnZero

Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Last year TSIA responded to over 3,000 inquiries from members. Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge.

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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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033: The Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service Consistently

The DiJulius Group

Chief Revolution Officer and best-selling author John DiJulius speaks with Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate. From quality officer in the Air Force to Vice President of Quality for the luxury hotel brand Capella Hotels & Resorts to Senior Member of the American Society for Quality, Ryan knows service excellence in and.

Hotels 90

More Trending

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Usual Chat Support Services Outsourced

Magellan Solutions

Magellan Solutions outsource live chat operators worldwide. The Philippines is already at 1 million employees and still counting. As a result, the country is being projected to increase employment in the incoming few years. This puts the industry as a priority of the Philippines Development Plan. Benefits are being mandated to keep the employee increase going.

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How to Bolster Employee Engagement and Morale in Trying Times

Hallmark Business Connections

This article was originally published on HR Daily Advisor. Times are tough for businesses. Rapid shifts in operations have left little time to plan or organize change management, and many leaders are now scrambling to keep teams engaged, motivated, and proactively tackling what needs to get done. This is no small feat in normal times, as only 34% of employees consider themselves engaged in the workplace.

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How to Make an Exceptional First Impression

CSM Magazine

Jeff Mowatt looks at some surprisingly quick and simple ways to improve your response time to customer inquiries—and make an exceptional first impression. Imagine you’re working late, visiting a website of a potential new supplier. Using the email form on the website, you send a short message that you’d like someone to contact you. Since it’s after hours, you hope to hear from them in the next business day or two.

Books 52
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How CX Thinking Will Help Us Prepare for the Next Pandemic

Storyminers

These are challenging times we’re living in—living through might better capture what we’re going through globally. Not only are the people feeling the strain, so are the systems we have designed to support us. When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same.

2002 59
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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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Two Tips for Getting Faster Replies to Your Emails

CSM Magazine

Chances are you’ve experienced delays at work waiting for someone to respond to your email. That person may be overloaded or unorganized and yet you’re held responsible for the lack of progress. Here are two tips to get faster replies to your emails. First tip – modify your subject line from being a topic title to instead being a question with the person’s name in it.

Books 52
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Five bank customer loyalty strategies to avoid

PK

When we think of bank customer loyalty, we think of rewards programs. These programs are usually associated with credit cards, and a few encompass multiple bank products. The latter can […]. The post Five bank customer loyalty strategies to avoid appeared first on PK.

Banking 52
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Six Communication Tips for More Happy Customers

CSM Magazine

Are you looking for ways to delight your customers beyond the standard realm of satisfactory customer service? Try communicating with them more effectively. The ways in which you interact with your customer base will have a much greater impact on your company’s reputation than the products you offer, the pricing you set or the building in which you do business.

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What Are The Best Dental Answering Service

Magellan Solutions

Is a dental office call center any different from the usual BPO call centers? Dental answering service is basically what its name suggests. Answering calls directed to your dental clinic. Just like the usual BPO companies, a dental office call centers: Build a better doctor-patient connection. As a call center support provider, we are an extension of your business.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Your Website Is Your B2B Shop Window

Forrester's Customer Insights

How many buyers really use the website? This was a question asked in a recent conversation with a consulting services client. It was asked in response to a critique of the website. My analysis showed how difficult it was for a buyer to understand digital business transformation services from the firm’s website. It’s perhaps not […].

B2B 63
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3 Ways to Build on Your CX Even Through Constraints

Oracle

“Life is divided into three terms—that which was, which is, and which will be. Let us learn from the past to profit by the present, to live better in the future.” – William Wordsworth. At first glance, wisdom from an early 19 th -century English Romantic poet wouldn’t seem to have much application to modern-day customer experience (CX) principles.

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Operationalizing agile at Deluxe Corp

Qualtrics

Too often product teams equate agility with speed. They forget that agility also requires situational intelligence and adaptability. As a result, methodologies and cultures built around DevOps and ‘speed’ tend to move organizations in one direction quickly but not necessarily the right direction. It’s like having a dragster for a curvy road, all that horsepower but almost no ability to turn.

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4 Ways Product Management Can Leverage Online Communities

Vanilla Forums

As a former product marketer, I understand the delicate balance of gathering valuable market research, managing a backlog of enhancement requests coming from multiple departments including support, marketing, sales and more and staying true to the mandate of the product. People are more connected, and the ease with which people can share their feedback grows, in turn increasing the noise.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Feb 17 – Customer Success Jobs

SmartKarrot

Role: VP Customer Success Location: Fremont, CA, US Organization: Privacera As a VP of Success Manager, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team. Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.

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It’s Time to Bring Beta into the 21st Century

Centercode

In the early 90s, the technological landscape was a very different place. Internet access wasn’t available in the average household. Cell phones weighed around a pound and a half. Spam was something you ate with eggs or over rice.

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How Online Learning Can Help Employees Improve Their Performance at Work

CSM Magazine

In every company, the employees are the biggest assets. This is because their conduct is directly related to business performance. It is perhaps why the size and success of organizations are measured by the number of employees they have on their payroll. With this having been mentioned, business owners are keen enough to ensure career development for their employees.

Hotels 52
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AI & Culture

Martin Hill-Wilson

credit Original image – Simon Colton. A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations. It struck me how important it was to consider their interrelatedness at the outset of any AI transformation project to optimise outcomes. Framed as an introductory workshop this is how I envisaged the conversation kicking off.

Culture 52
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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Capacity Planning for Customer Success: A Practical Guide

SmartKarrot

Simply put, to calculate customer success capacity planning, you basically need just two information: Number of hours needed per month for all your customers (A). Number of hours a CSM can allocate to customers in a month (B). So, the number of CSMs you need (C) is: C = A / B. Is it that simple? Of course not. There’s so much more to it. Let’s explore!

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We Need To Shift How We Think About Emotion And Journeys

Forrester's Customer Insights

Emotion Is The Key To Benchmarking Journeys We know customer journeys matter. We know emotion matters. It’s time to bring these two together and use journeys to design for the full scope of emotion. To know what good looks like — and to benchmark customer journeys — we need to understand how to design for […].

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The 4-step process to improve usability of web surveys

Qualtrics

Originally published on Greenbook.org. Are your surveys designed to be invisible? They should be - the less a respondent has to think about your survey, the more likely they are to complete it. Here's what you need to know to design studies that will improve data quality and reduce respondent burden. As research professionals, we need to be conscious of the relationship between design and usability when creating research studies.

Culture 26
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Are You Optimizing Your Sales Compensation Program?

Forrester's Customer Insights

Use the four stages of annual compensation planning to maximize the effectiveness of your plan today and in the future.

Sales 29
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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.