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? The way to get answers to all these questions is by collecting Product Feedback.


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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. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today. Before we get into that, I would like to start with our younger listeners by explaining that recessions are part of a normal economic cycle.

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Tips for Setting Up Your Customer Advisory Board (CAB)


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. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st

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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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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. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. (Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with th

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Communication Assessments: A Guide for Hiring & Training


Enterprises in the US and the UK lose a combined $37 billion each year due to something as avoidable as employee misunderstandings. . Poor communication is one of the biggest causes of such costly misunderstandings. . This is why recruiters worldwide consider communication assessment essential during the hiring process. Besides hiring good communicators, companies also try to upgrade the communication skills of their existing workforce with communication training programs. .

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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.

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How to Conduct a Talent Assessment to Build Better Teams


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. . This is where a talent assessment strategy comes in. Well-conducted assessments make it easy to hire best-fit candidates from inside or outside and promote high-potential employees to key leadership positions. .