Callminer

DECEMBER 6, 2021

If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective.

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Adrian Swinscoe

DECEMBER 6, 2021

Today’s podcast interview is different. Here’s how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be released […]. The post Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom first appeared on Adrian Swinscoe.

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Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl

Legal 195

Legal Education Customer Service Customer Survey 195

Shaun Belding

DECEMBER 6, 2021

There was a study released a few years ago that graphically illustrates the power of a compliment. It turns out that if someone gives you a compliment, it activates the same parts of the brain as if they had given you cash. How cool is that? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 130

Customer Service 130

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Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.

Contact Center 130

Contact Center Technology Technology AI 130

Customer Think

DECEMBER 6, 2021

As your B2B business grows, it’s easy to get lost in all the little things and day to day requirements. But at its core, there is one thing that keeps businesses afloat – the customer. We’ve heard it all before – the customer is always right. And when it comes to sales and growing a […].

B2B 127

B2B Sales Customer Loyalty 127

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. As I look into the future, I’d love to share two big ideas. One is something I say almost every year. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like.

CX 123

CX Customer Experience Non-Profits Social Media 123

Zendesk

DECEMBER 6, 2021

Customer satisfaction has been dropping in the US since about 2018, according to the American Customer Satisfaction Index (ACSI). The question is why , especially when so many companies are trying hard to meet customer needs on a variety of fronts. There are some general trends that offer clues—for example, customer expectations keep rising. Customers have become much more critical of everything, whether it’s product quality, delivery, or customer service.

Customer Satisfaction 118

Customer Satisfaction Social Media Customer Expectations Customer Service 118

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Then there are those times when the pendulum swings in the other direction and I instead spend my time reviewing analytics, planning for the future, and working with others in the organization on initiative

Customer Service 104

Customer Service Gambling Engineering Innovation 104

The DiJulius Group

DECEMBER 6, 2021

One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it a quandary, because make no mistake about it, it is here to stay. The sooner businesses and its leaders realize this, the sooner they can pivot and find long-term solutions that can reduce the negative. Read Full Article. The post How to Solve the Work from Home Quandary appeared first on The DiJulius Group.

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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.

Retail

Zendesk

DECEMBER 6, 2021

It’s easy to talk about being a customer-first organization. It’s comforting to think that everyone in the organization puts the customer first. This attitude should, in theory, lead to happier customers, better business outcomes, and the type of place anyone would love to work. But defining and executing a customer-first strategy is not as organic as it might seem.

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

Logicalware

DECEMBER 6, 2021

Coaching is an effective way to engage your team, develop their skills and improve performance. But research shows just two in 10 managers intuitively understand how to coach employees [1]. So in this blog, we’re including three coaching form templates you can use to make your coaching and quality assurance process more effective and consistent across your contact centre.

Business Consulting 97

Business Consulting 97

Zendesk

DECEMBER 6, 2021

When it comes to relationships between individuals, building trust isn’t a very difficult thing to do. It typically requires only a few points of relatability—movies or books you both enjoy, places you’ve visited, and so on—until a level of camaraderie is established. The task becomes infinitely harder, however, when it comes to sales relationships.

Sales 98

Sales CRM Legal Retail 98

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 92

E-commerce Customer Journey Map Sales Technology 92

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.

Voice of the Customer

Customer Think

DECEMBER 6, 2021

Did you know during 2020, more than two billion people shopped for products online? That is not the only surprising e-commerce stat to emerge from the ashes of the pandemic. In 2020, e-commerce retail sales shot past $4.2 trillion across the globe. Imagine — all this growth in a period marred by a global pandemic. […].

E-commerce 78

E-commerce Retail Sales Technology 78

Shep Hyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. (Destination CRM) What’s the difference between customer service and customer care?

Customer Service 61

Customer Service CX CRM Customer Loyalty 61

Customer Think

DECEMBER 6, 2021

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. But it’s still important (even more so in my current role) to keep up to date on the state of the practice. That’s how I deliver.

CX 70

CX Customer Experience 70

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. Faced with a pandemic-driven transformation of the Contact Center landscape, businesses must nimbly address new challenges fueled by employee demands and customer self-empowerment.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

DECEMBER 6, 2021

A number of managers who work for you don’t like being required to manage remote teams. Managing remote workers goes against every fibre of their being. It feels like the opposite of everything they have been taught to do as a leader and manager. If you continue to require your managers to adopt remote and […].

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Lightico

DECEMBER 6, 2021

FinCEN, the Financial Crimes Enforcement Network, has recently announced that KYC ( Know Your Customer) is now mandatory for most crypto exchanges. This comes after an increase in regulation of cryptocurrency exchanges under federal law. Do all crypto exchanges have KYC? How are they being regulated by FinCEN? What does this mean for customers? We’ll answer these questions and more in today’s blog post!

Finance 52

Finance 52

Customer Think

DECEMBER 6, 2021

Empathy: it’s something we’re taught as children but along the way, it tends to get left behind when looking to advance in the workplace. How do we bring that back? Several successful CEOs, Founders, Co-Founders, and Department Heads have shared their top tips and tricks that help increase workplace empathy. 1. Lead By Example Leaders […].

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Zonka Feedback

DECEMBER 6, 2021

With the growing culture of remote working for a couple of years, the use of web and video conferencing tools have also been increased to a large extent. It would not be wrong to say that the remote working setting has been going well because of the ability to connect with team members and clients in any part of the world through online meetings and video conferences.

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Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX

Customer Think

DECEMBER 6, 2021

Adversity brings out true character There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity. Sure, when things are going well, everybody’s got.

Customer Loyalty 67

Customer Loyalty 67

Service Quality Institute

DECEMBER 6, 2021

Customer service has many elements that allow you to deliver superior customer service. I believe your name is a precious possession and when a company uses your name it elevates the customer experience. People value their names and the capital they bring to any conversation, interaction, or relationship. People love to hear their names. More than any other word in any language, their names often sound best to their own ears.

Healthcare 52

Healthcare Sales Customer Service Customer Experience 52

Customer Think

DECEMBER 6, 2021

People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their descriptio.

Customer Loyalty 62

Customer Loyalty 62

SurveySensum

DECEMBER 6, 2021

What is a Good Net Promoter Score? Net Promoter Score is a standard customer experience metric that enables businesses to gauge their customer retention and loyalty. In simpler terms, the metric measures the willingness of the customers to recommend your brand to their family or friend by asking a simple question – . ? How likely are you to recommend us to a family or friend?

Net Promoter Score 52

Net Promoter Score NPS Social Media Customer Loyalty 52

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail

Customer Think

DECEMBER 6, 2021

As retail moves away from the wholly brick and mortar days to the online marketplace, customer relationships with traditional shopping experiences have also changed. Once, you’d have had to go all the way back to the shop from which you purchased something in order to return it. Now? It’s as easy as boxing something up […].

Business Growth 57

Business Growth Retail CX Customer Relationship 57

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. Faced with a pandemic-driven transformation of the Contact Center landscape, businesses must nimbly address new challenges fueled by employee demands and customer self-empowerment.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Customer Think

DECEMBER 6, 2021

In an interesting conversation with Todd Jick (Reuben Mark Faculty Director of Organizational Character and Leadership at Columbia Business School), Ken shares lessons in leadership from his personal experience having been a leader for more than 3 deca.

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Qualtrics

DECEMBER 6, 2021

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program. The ability to pull this unsolicited feedback into your customer experience (CX) platform and compare it to other business data, such as VoC feedback and operational KPIs, provides a mor

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VOC CX Close the Loop Social Media 48

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

CX