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HeidiMiller
Seattle, WA
Social media consultant & community manager helping you build passionate communities online
Interests: new media, podcasting, speaking, hair, gustave flaubert, tom robbins, facebook, grease, asterix, blogging, social media, antiquing, paris, buffy the vampire slayer, babylon 5, european travel, spider robinson, bulgakov, the producers, wicked, renaissance faires, twitter
Recent Activity
Why you should try something new
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No matter how successful you are, you should take time to try something new This month, I have been looking for something new to add to my fitness routine of water aerobics, yoga, weights and occasional elliptical and salsa dancing.... Continue reading
Posted Feb 27, 2015 at Talk It Up!
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Content Marketing 101
Had a blast sharing a content marketing overview and best practices with the students at Seattle's Foster School of Business graduate class. Ain't it great to influence young minds? :-) Continue reading
Posted Feb 23, 2015 at Talk It Up!
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Four contact center trends you can't ignore in 2015
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What is in store for call centers in 2015? 2014 has been a busy year for call centers. Interest in multichannel/cross-channeling and cloud have been up; more and more call centers are moving representatives out of brick-and-mortar and into the... Continue reading
Posted Dec 14, 2014 at Spoken Communications
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The Spoken 2015 Call Center Report: Telephone Wins and IVR Loses
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How do customers really use call centers in 2015? Organizations are constantly tracking call center metrics and striving to improve the customer experience across the brand. But how does the average customer feel about contacting a call center? What are... Continue reading
Posted Dec 2, 2014 at Spoken Communications
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Is your IVR still living in the 80s?
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Reality check: how user-friendly is your IVR? Let's be honest: there hasn't been a lot of innovation in the world of Interactive Voice Response in the last 30 years. Sure, speech recognition has become common in IVRs since its telephone... Continue reading
Posted Nov 19, 2014 at Spoken Communications
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Spirit Airlines' new campaign hugs its haters with 8,000 bonus miles
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Why Spirits Airlines' "Hate Thousand Miles" Campaign is brilliant Recently, the budget airline Spirit Airlines launched a new crowdsourced campaign, "Hate Thousand Miles," inviting airline travelers to share the hate by submitting their biggest complaints on the Spirit website in... Continue reading
Posted Nov 18, 2014 at Talk It Up!
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Kate-- I always think that one is going to be high on the list, but this study indicated that wasn't the case. Good news is that it's easy to address with an open-ended IVR with Silent Guides in the background. :-)
Toggle Commented Nov 17, 2014 on Top Three Customer Service Complaints and How to Address Them at Spoken Communications
1 reply
Five Things You Need to Ask About Security When Choosing a Cloud Contact Center
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Don't let security concerns keep your contact center out of the cloud In light of countless current events surrounding digital security—from the data breaches at Target and Home Depot to the hacking of iCloud that resulted in the theft of... Continue reading
Posted Nov 4, 2014 at Spoken Communications
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Eating an Elephant: Analyzing Big Data in the Call Center
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A sneak peak at session content from the Boost user conference One of the most demanded sessions for the upcoming Boost user conference was that two-word buzzword that no one can easily pin down: big data. What the heck is... Continue reading
Posted Aug 27, 2014 at Spoken Communications
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Six security features your work from home agents can't live without
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Reality check: how secure are your work from home agents? Recently, an article in the New York Times Technology section warned that work-from-home employees were providing an open door for hackers, which in turn can put private customer data at... Continue reading
Posted Aug 4, 2014 at Spoken Communications
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Ask the Developers at Boost
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As you know by now, Spoken is teaming up with HyperQuality for our first joint user conference that brings the technology and the quality sides of the contact center together for an extravaganza of use cases, case studies, best practices... Continue reading
Posted Jul 24, 2014 at Spoken Communications
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Meet Howard Lee, Spoken CEO
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Hello! Usually, we'd be writing a gripping subheader, followed by some nicely bulleted content with some juicy, Tweetable facts right about now. But everyone here at Spoken and HyperQuality are gearing up for our first joint user conference this fall,... Continue reading
Posted Jul 14, 2014 at Spoken Communications
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Five tips to being a kick-butt remote agent
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Do you have what it takes to be a kick-butt remote agent? Work from home agents are growing in popularity in the U.S., and many organizations are taking advantage of the benefits of homesourcing. In 2014, homesourcing is the new... Continue reading
Posted Jun 27, 2014 at Spoken Communications
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Five Steps to B2B Social Media Marketing Success
I had a great time earlier this month speaking to Abhishek Borah's Foster School of Business graduate marketing class on social media and content marketing! And I have to admit that the inquisitive and whip smart young minds gave me... Continue reading
Posted Jun 27, 2014 at Talk It Up!
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It takes two to tango: marketing and customer service in the contact center
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by Heidi Miller, Chief Conversation Officer When you think about the face of the modern contact center, Customer Service Representatives, supervisors and maybe a nice automated Interactive Voice Response generally come to mind. Due to the high visibility of these... Continue reading
Posted Jun 11, 2014 at Spoken Communications
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Will the new ad formats ruin Twitter?
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Will new Twitter ads ruin the service like ads ruined Facebook? Twitter has announced that it will be rolling out 15 new ad formats soon, and on the mind of all active Twitter users is the question: is this plethora... Continue reading
Posted Apr 17, 2014 at Talk It Up!
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What a diamond earring taught me about Zen
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Your quick reminder to stay present and curious This morning, I noticed a just after my shower that one of my diamond earrings was no longer in my ear. In the past, this moment would have inspired a flood of... Continue reading
Posted Apr 10, 2014 at Talk It Up!
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How JavaScript rocks the call center and why you should care
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How JavaScript can add simplicity, speed and scalability to your call center by Heidi Miller, Chief Conversation Officer Even if you're not a programmer or call center technology specialist, you've probably heard of JavaScript. Maybe you saw a notification about... Continue reading
Posted Apr 3, 2014 at Spoken Communications
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RTFM at Ignite Seattle
My first Ignite Seattle talk was fun! I had a fantastic time speaking at my very first Ignite Seattle last month. While I do a great deal of public speaking, the home town crowd and five-minute time limit had me... Continue reading
Posted Sep 26, 2013 at Talk It Up!
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8 Things I Learned from 8 Years in Podcasting
Secrets from a podcasting geek I am very much looking forward to this afternoon's talk on podcasting at the Emerging Media Conference! Thanks to the fabulous Jenn Matthews for inviting me to speak on one of my very favorite topics... Continue reading
Posted Jun 5, 2013 at Talk It Up!
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Putting the "social" back in social media: IRL
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It's easy to skip this week's social media event, especially when you're busy and it's cold and rainy. Here's why you shouldn't. I'll admit it; I've been out of the social media loop a bit lately, with Social Media Breakfast... Continue reading
Posted May 29, 2013 at Talk It Up!
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How NOT to respond to negative comments on Facebook
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Lessons learned from the Amy's Baking fiasco on Facebook I'll admit it: this post is primarily shadenfreude, only thinly masquerading as helpful advice. In the age of all-access internet, I find the actions of this couple quite hard to believe.... Continue reading
Posted May 19, 2013 at Talk It Up!
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Cheyserr-- Great point! And I would rather chop off my right arm than pick up the phone and talk to a bored human, so I prefer other channels. That's why organizations should at least explore the possible channels and find out what their market base's key preferences are! If a brand I interact with ISN'T on Twitter, I'll admit I most likely won't interact with them much longer. :-/
Toggle Commented May 2, 2013 on Twitter vs. Phone vs. Web: the Customer Service Smackdown at Talk It Up!
1 reply
Social Customer Service in Action
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At the GartnerCRM summit, an enlightening session using real customer case studies and data to show the trends and techniques for winning customer service on social media Jenny Sussin, Principal Research Analyst at Gartner with a primary focus on social... Continue reading
Posted May 1, 2013 at Talk It Up!
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Thanks! It was a lot of fun, and I learned quite a bit from you guys, too!
Toggle Commented Apr 29, 2013 on Writing your own user manual at Talk It Up!
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