Mon.Dec 06, 2021

Wow Your New Employees

Bill Quiseng

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?”

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The Surprising Power Of A Compliment

Shaun Belding

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.

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5 Key Skills Contact Center Leaders Must Have

Uniphore

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.

Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom

Adrian Swinscoe

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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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Reimagine the IT helpdesk with conversational AI

Uniphore

As more organizations embrace hybrid work models, the IT helpdesk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%.

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More Trending

Customer dissatisfaction: A guide to handling difficult clients

Zendesk

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.

Striking the Right Balance as a Customer Service Leader

Customer Service Life

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.

How to Solve the Work from Home Quandary

The DiJulius Group

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.

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What customer first really means

Zendesk

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.

The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Key Insights to Guide your CS Strategy in 2022

Totango

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.

Sales tactics that work: Tactical selling simplified

Zendesk

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.

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How to Increase Value of B2B After-Sales Service

Customer Think

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.

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Improve your one-to-ones with these three coaching models

Logicalware

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].

How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

The 2022 Customer Experience Predictions from 10 international top CX experts

Steven Van Belleghem

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.

5 Top Customer Service Articles of the Week 12-6-2021

Shep Hyken

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.

Increasing Regulation: KYC is now mandatory for most crypto exchanges

Lightico

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 to Run Live Polls in Webex Meetings?

Zonka Feedback

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.

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Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

Remember and Using a Customer’s Name

Service Quality Institute

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.

What is a Good Net Promoter Score?

SurveySensum

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.

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

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.

Drive Your CX Strategy With Dashboards

Customer Think

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.

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Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

Drive positive CX and brand perception by harnessing unsolicited feedback

Qualtrics

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.

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Your managers don’t like your flexible workplace

Customer Think

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.

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The Basics of KYC: Know Your Customer for Crypto Exchanges

Lightico

If you are new to the world of cryptocurrency, KYC i s a term that you will hear often. KYC stands for Know Your Customer and it is the process of verifying your customer’s identity. KYC has become important because some exchanges require KYC in order to use their services. This article will discuss what KYCs are, why they’re required on crypto exchanges, and how they work. What is KYC. KYC is a process that is used by businesses to verify the identity of their customers.

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How to Increase Empathy in the Workplace

Customer Think

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?

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How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

All you need to know about Knowledge Management in 2022

Knowmax

The post All you need to know about Knowledge Management in 2022 appeared first on Knowmax. Customer Experience KM Software future of knowledge management knowledge management trends

Test Automation in E-Commerce: All You Need to Know

Customer Think

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.

Why the Employee Experience is Key at Every Stage

MyCustomer Experience

WJames Scott, CEO, Thrive.App When we talk about the employee experience, we are referring to the journey an employee takes within an. 6th Dec 2021. By James Scott CEO & Co Founder

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