Thu.Oct 20, 2022

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Outward Focus and The Customer Service Tightrope

The Belding Group

Outward focus is our guide to staying on the tightrope. When your customer is the focus of your thoughts, actions and words, creating outstanding customer experiences becomes easier. But it’s not easy. Shaun Belding | www.shaunbelding.com.

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Call Center Security: A Guide to Keeping Your Data Safe

Fonolo

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals.

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Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies? It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well.

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13 Customer Success Manager Skills to Look for When Hiring

Totango

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, RomĂ¡n 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.

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Incredible! Why So Many Organizations Are Missing This Massive Opportunity!

Beyond Philosophy

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior. This week, we dive a little deeper into this concept and explore how emotions affect the insights we get from Customer Science.

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50 sales-probing questions to better understand your prospects

Zendesk

Striking up a conversation with a stranger can feel daunting. If you’ve ever stumbled over your words asking for directions or dared to invite someone you like for a coffee, you know the feeling. For sales reps, especially those new to the game, finding the right questions to ask is half the battle. Enter the probing question—a sales tactic that will help your team seal more deals.

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Why so many organisations are missing this chance!

MyCustomer Experience

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy's own Zhecho Dobrev ( @ZhechoDobrev ), 20th Oct 2022. By Colin Shaw Founder & CEO.

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9 Steps To Implement Knowledge Management Program

Knowmax

The post 9 Steps To Implement Knowledge Management Program appeared first on Knowmax.

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Why So Many Organizations Are Missing This Chance!

MyCustomer Experience

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy's own Zhecho Dobrev ( @ZhechoDobrev ), 20th Oct 2022. By Colin Shaw Founder & CEO.

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Why Remove the Single Point of Failure in Your Business Relationships

SugarCRM

Businesses have always come down to individuals who can work together to collaborate, make deals and deliver success on both sides of the interaction. But the war for talent and the accelerating great resignation means people move jobs more frequently than ever before. As a result, those incredibly valuable contacts made between your business and the customers and partners you work with are being broken.

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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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Is your giant ego is crushing your customer service?

Inside Customer Service

"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request. The class was shocked when I revealed the dismal results. Nobody passed.