March, 2024

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Mastering Voice of Customer Analytics for Strategic Advantage

Zonka Feedback

Understanding customer needs and preferences has always been at the core of successful businesses. Voice of Customers plays a crucial role in collecting customer feedback, understanding their needs, and expectations, and working in the direction of fulfilling them.

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Pushing the Limits of Conversational AI for CX Automation

TechSee

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI f

Culture 124
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Your Customers Deserve Quality CX No Matter Where They Are: Why Global Number Testing Is Tricky, But SO Important

Cyara

Using international numbers can create complex challenges for your contact center. Learn how automated number testing can improve your business' CX.

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Boost Your Net Promoter Score: Using Sentiment Analysis to Improve NPS

Zonka Feedback

What connection does sentiment analysis have with boosting NPS? While the Net Promoter Score (NPS) provides a valuable snapshot of customer loyalty, sentiment analysis highlights the underlying reasons behind a customer's score. It tells you the specific aspects of your product, service, or brand experience that are driving satisfaction or dissatisfaction.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Suncoast Credit Union’s Path to Data-Driven Personalization: 3 Key Takeaways

Blueshift

In an era defined by digital disruption and evolving consumer expectations, credit unions are presented with a remarkable opportunity to redefine member engagement and excel in a rapidly changing, digital world. Unlike most traditional banking institutions, credit unions boast a unique value proposition—a commitment to community-centric banking, personalized service, and member-driven initiatives.

Banking 110

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Why Customer Experience Success Requires A Great Employee Experience

Experience Investigators by 360Connext

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.

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This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

BlueOcean

Love them or hate them, in business, as in life, transitions are inevitable. On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together.

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25 Top “Thank You for Your Feedback” Responses for Improved Customer Relations

Retently

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

Feedback 155
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Six Ways to Create Your Brand’s Experience Personality

ShepHyken

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week.

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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Whatever your title or position, be a servant leader to all generations, especially Gen N.

Bill Quiseng

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.

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How to Develop Good Rapport in Customer Service

CSM Magazine

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime.

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[Experience Action Podcast] CX Pulse Check – March 2024

Experience Investigators by 360Connext

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.

2024 178
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A Comprehensive List of Resources for the Contact Center Sourcing Process

BlueOcean

Your organization is ready to find a new contact center outsourcer. What’s your next step? We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! Read on! Is It Time to Outsource? 5 Questions to Ask Yourself Maybe your organization is so early in the discovery phase that you’re not sure if you’re actually going to outsource at all.

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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.

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Leveraging Customer Service Survey Questions to Boost Your Support Strategy

Retently

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick.

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Rocking Customer Experience with Jim Serger

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?

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Drip marketing: How to plan and execute effective campaigns

BirdEye

Have you ever heard of the “Rule of Seven?” It’s a theory that a consumer must be exposed to a brand or product seven times before purchasing. While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. Today’s marketers understand this well.

Marketing 109
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Offshoring vs Outsourcing: Benefits and Helpful Tips

Magellan Solutions

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? However, when it comes to the offshoring vs outsourcing debate, it’s crucial to understand the distinction between these two approaches and decide which best aligns with your business’s needs. Delegating tasks to external parties can significantly impact your business.

Culture 105
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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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[Experience Action Podcast] Balancing Policy with Personalized Experiences

Experience Investigators by 360Connext

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

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Blue Ocean Named as Finalist in 2024 Stevie® Awards for Sales & Customer Service

BlueOcean

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April 12, at the Bellagio in Las Vegas, Nevada.

2024 177
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Post-Event Survey Questions to Elevate Your Next Event

Retently

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need.

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Community Banking Month: Spotlight on Horicon Bank

SaleMove

In the spirit of Community Banking Month, Horicon Bank shares some of the ways it supports its community. The post Community Banking Month: Spotlight on Horicon Bank appeared first on Glia Blog | Digital Customer Service Explained.

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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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AI-Automated Fiber Customer Installation: A Seamless Self-Service Solution

TechSee

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

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The QUI Rule a.k.a. The GREAT Rule: Serve to WOW customers. Serve to CARE.

Bill Quiseng

You’ve heard of The Golden Rule: Treat people as you want to be treated. Dr. Tony Alessandra has shared with everyone about The Platinum Rule: Treat people as they want to be treated. Today I offer The QUI Rule also known as the GREAT Rule: Treat customers a little better than they want to be treated. You are happy because customers leave satisfied with your product or service.

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34 effective Instagram story ideas for businesses to use in 2024 

BirdEye

Establishing a strong presence on Instagram has never been more important. According to a recent Birdeye survey , 60% of businesses consider Instagram to be a mission-critical social media platform for their growth. So, if you want to compete with your peers, it is vital to explore all formats and that includes Instagram stories. The short, engaging snippet you share on your Instagram stories can help you connect with your audience like never before.

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Chatbot Do’s and Don’ts – These Are the Best and Worst Chatbot Practices

Comm100

When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and developme

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.