Sat.Apr 09, 2022 - Fri.Apr 15, 2022

How to gain customer service skills when you're not working

Inside Customer Service

It's hard to build customer service skills when you can't practice. Perhaps you're a student, in-between jobs, or transitioning into a new career. Whatever the situation, you want to practice the essential customer service skills that will help you succeed in your new job.

How to improve service level in your call center

Callminer

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more

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The Day I Became a Customer Service Expert and Two Important Lessons?

Shep Hyken

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others.

Responding to Customers with Positivity

ModSquad

A colleague shared an experience from their days in retail customer service: A computer-repair company had a customer whose hard drive crashed and caused them to lose everything. The customer was understandably upset and took out his anger on the store’s team.

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.

The Warning Signs of Agent Attrition in the Call Center

Fonolo

An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier.

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We’re placing some bets on the future of customer experience

Zendesk

Admittedly, it’s been a minute since I’ve dusted off my crystal ball—closer to the length of a global pandemic. I made some predictions about the future of CX back in 2018, and certainly a lot has changed since then.

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Puzzel blows wind into the sails of DFDS’ customer handling

Logicalware

DFDS is a Danish international shipping and ferry company. It employs 10,000 people and operates in more than 20 countries, mainly in Europe. With more than five million passengers annually, the company is one of the major maritime travel providers.

How to Establish a Net Promoter Score Benchmark for Your Call Center

Fonolo

What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular.

Making the Switch: How to Evaluate a New Customer Success Platform

Totango

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But what do you do when the platform you’ve been using goes out of business?

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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.

Break-even point | Definition, analysis, and formula

Zendesk

Starting a business can feel a lot like gambling. There’s a significant financial buy-in up top, and you need to take risks if you want to make money. But when you’re down on your luck in gambling or business, the short-term goal may simply be to break even.

CX Questions & Answers from the Experience Investigators Community

Experience Investigators

Have you joined one of our live sessions yet? They’re free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly.

CXM 79

SUPerhero Story — Tamara

SupportYourApp

Today, we want to share a story of another SupportYourApper who faced the horror of

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Top 10 Insights from Customer Success Executives in 2022

Totango

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities.

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.

Customer Experience Statistics You Need To Know in 2022

cxservice360

Customers today have high expectations for brands, and they want a great experience throughout the entire buying process. These great experiences are critical to your company’s success since satisfied consumers are more likely to become loyal customers, and loyal customers increase revenue.

5 Ways AI Is Revolutionizing Digital Marketing

Customer Think

Artificial Intelligence (AI) seems to be an omnipotent phenomenon that influences a wide range of industries. The global AI market is predicted to snowball in the next few years, reaching a $190.61 billion market value in 2025.

How Virola changes the way you Secure your Data

Provide Support

The post How Virola changes the way you Secure your Data appeared first on Provide Support Blog. Articles Business

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How to Establish a Net Promoter Score Benchmark for Your Call Center

Fonolo

What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular.

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.

It’s A Wrap — Part 2: More Great Insights from Clearwater, FL

Execs In The Know

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022).

6 Reasons Your Customer Experience Plummets When Your Business Skyrockets – and How to Avoid or Fix It

The DiJulius Group

Nothing Ruins a Company’s Customer Experience Faster Than Rapid Growth Explosive growth! It is the one thing every CEO and Entrepreneur wants, works for, dreams about. However, if your company isn’t ready, it can be the worst thing for your organization.

Modernizing the DMV Experience: Putting the Citizen in the Driver’s Seat

Qmatic

What if I told you that the Department of Motor Vehicles is a perfect example for self-improvement? It’s human nature to try to better ourselves. We champion people who see the need for self-improvement and take the necessary steps. We all can do it. Even the Department of Motor Vehicles. Public

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The Warning Signs of Agent Attrition in the Call Center

Fonolo

An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier.

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.

7 Key Content Marketing Trends 2022

Customer Think

Content marketing has indeed come of age. A decade ago, very few businesses used it as their core marketing strategy. Things today have changed drastically. Content marketing is a part of almost every business’s growth marketing plan.

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Guest Post: How to Create an Exceptional Customer Experience Strategy?

Shep Hyken

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction.

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VoC within the contact centre

MyCustomer Experience

VOften, your contact centre is your most prominent point of contact for your customers. It is the area of your business that handles. 14th Apr 2022. By Smoke CI

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Advancing Customer Experiences Through IT Alignment

Doing CX Right

Michael Buckham-White, Global Technology Managing Director at Deloitte, shares leadership best practices and effective ways to partner with your technology (IT) team for improved customer satisfaction. The post Advancing Customer Experiences Through IT Alignment appeared first on Doing CX Right.

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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.