Mon.Dec 05, 2022

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Why you should prioritize accessibility in your customer service experience

Adrian Swinscoe

This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […]. The post Why you should prioritize accessibility in your customer service experience first appeared on Adrian Swinscoe

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Best Product Feedback Software Tools

Zonka Feedback

You develop your products by putting in your best efforts, but do you know whether your users like your product or not? What features do they love, and what they don’t? Do they feel there is something missing in your product?

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Tips for Setting Up Your Customer Advisory Board (CAB)

ClientSuccess

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty.

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5 Top Customer Service Articles of the Week 12-5-2022

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.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Don’t Panic! Here Are The Many Advantages of a Recession

Beyond Philosophy

There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too.

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5 Skills for Being an Effective Customer Service Representative

cxservice360

The ability to communicate clearly, both verbally and in writing, is one of the key qualities you need to possess to be an effective customer representative. More important is listening to what your customers say and responding appropriately.

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How to Conduct a Talent Assessment to Build Better Teams

ProProfs

More than two-thirds of tech organizations worldwide experienced a talent shortage in 2021. . Needless to say, the struggle is real! Companies that wish to survive this dire situation must develop robust processes to attract and retain top talent. .

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What is predictive behavioral routing?

DMG Consulting

Question: Predictive behavioral routing was mentioned in a recent “Ask a DMG Expert” answer. What is that? Answer: Predictive behavioral routing (PBR) technology matches customers with agents based on personality, communication style, emotional state, previous interactions, and more, to optimize conversations for both the customer and the organization. This functionality is currently being sold as an add-on to core routing solutions such as automatic call distributors (ACDs).