May, 2020

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3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.

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Customer Journey Maps: The Top 10 Requirements

Heart of the Customer

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A Guide to Managing Remote Customer Service Team

SurveySparrow

COVID-19 has changed the world in no uncertain terms. Work-from-home was frowned upon by multinationals as it was believed that productivity takes a hit when people weren’t working out of their offices. Thanks to COVID-19 , working from home is the new normal. . Freelancers, independent consultants, small and medium businesses were already opening up to the concept of working out of their homes.

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The dos and don’ts of steering your team’s performance during uncertain times

Talkdesk

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

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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 Build a Multi-Skilled CX Team

GetFeedback

The top 9 skill sets you need in your core customer experience team in order to succeed.

More Trending

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How Plain Language Reduces Call Centre Volume By 19%

CSM Magazine

What’s driving your call centre demand? Most callers look to clarify something. Maybe they just received a notice around revised terms for an insurance policy. Questions typically relate to these three things: payments, charges or queries around a specific product or service. For all these categories, clarity of communications is key. And conversely, complex communications drive increased calls, and increased costs.

Banking 104
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Best Practices for Financial Services Surveys during COVID-19

Alida

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic.

Financial 246
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Enhancing the product registration process with remote Visual Assistance

TechSee

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges.

Consumers 207
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Valuable Lessons to Takeaway From This Common Poor Practice

Beyond Philosophy

Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.

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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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The State of B2B Customer Experience Report

GetFeedback

Our 2020 research reveals a new outlook on the CX space and how to thrive in it.

B2B 332
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Social Media Reputation Management: How to Do it Right

ReviewTrackers

Social media gives customers the opportunity to voice their opinion about your business in an open space. It’s a space that exists for everyone to see — friends, family, and other consumers. That’s why businesses should manage their reputation on social media. But what exactly is it? And how exactly can it help your business? . Here is a guide to help you understand social media reputation management and why you need to incorporate it into your marketing strategy.

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Will Zoom Become a Customer Experience Tactic?

Michel Falcon Experience

In this episode, I welcome Troy (@troy), the co-founder of Juice Marketing (NYC) and we chat about: – If Zoom meetings will become more popular than face-to-face interactions with customers. – How to identify what type of interaction each customer wants. – How he has been managing his B2B customer experience. – What is the best restaurant in NYC?

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Best Practices for Survey Activities during COVID-19

Alida

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing wants and needs.

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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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TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service

TechSee

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.

2020 207
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Practical Advice For Influencing People: 6 Key Principles

Beyond Philosophy

Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.

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The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post.

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Virtual Post Sale Client Abandonment is not a Novel Scenario

One Millimeter Mindset

There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.”. What is novel about this post-sale scenario, to you, is that now you have to sell virtually. That’s all that’s changed. And your new perspective makes all the difference for what’s next: for you and your client relationships.

Sales 132
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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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The impact of knowledge on current customer satisfaction

Eptica

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Published on: May 20, 2020. Author: Steve Nattress Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs.

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Did You Hear That? The Importance of Listening during Uncertain Times

Alida

We’ve heard it said over and over again: these are unprecedented times. Every interaction—from the small-scale to the large-scale—is intrinsically different than it was prior to COVID-19. It is crucial for companies to prioritize people, both customers and employees.

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How to Use Hootsuite Reputation Management to Your Advantage

ReviewTrackers

We here at Review Trackers love HootSuite. To us, it’s one of the world’s best social relationship platforms, and our team uses it every day to engage with fans and followers on social networks like Facebook, Twitter, Google+, LinkedIn, and more. We think you ought to give the tool a try, if you aren’t yet using it. Not only does HootSuite help business owners connect with existing and potential customers on their favorite social networks; it also serves as a great tool to establish and boost yo

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The Surprising Power of Ideas That Don’t Make Sense: Part 1

Beyond Philosophy

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.

Travel 148
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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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The Incomplete Answer

ShepHyken

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap , one that results from incomplete information.

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Adapting Your Sales Enablement Strategy to 2020 Realities

Integrity Solutions

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. But it will take more than tools and technology to do that. By Donna Horrigan As sales leaders navigate our current situation—a global pandemic that’s wreaking havoc on the economy while social distancing measures keep workforces remote and isolated— the role of sales enablement is coming under increased scrutiny.

Sales 130
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10 effective tips for training WFH contact center agents

Talkdesk

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily.

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Professional Burnout acknowledges Your Signal to Noise Ratio

One Millimeter Mindset

Consider that you just may be wrestling with professional burnout, at this point. By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise. And your adrenaline-driven rush during March only represents the front end of the pandemic bell curve. Not the entire cycle. And, Memorial Day comes and goes.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper