Sat.Jul 30, 2022 - Fri.Aug 05, 2022

7 Ways Videos Improve Customer Experience

Zonka Feedback

Smartphones and the internet have influenced the way people consume online content and access information. Medium, such as websites and social media channels, is becoming essential in today's marketing landscape as users will check on these platforms to find out about the product.

4 Internal Customer Support Practices for the Modern Contact Center

Customer Service Life

Image by mohamed Hassan from Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor.

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What is digital customer experience management?

Callminer

CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experience management

How insights transform operational decisions ensuring the success of the four-day week

Adrian Swinscoe

This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […]. The post How insights transform operational decisions ensuring the success of the four-day week first appeared on Adrian Swinscoe

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How to Optimize Your Contact Center: AI Tech for a Better CX

Speaker: Paul Weald, Contact Center Innovator

With the help of artificial intelligence and machine learning, you can streamline your contact center productivity and efficiency by reducing call wait times, monitoring customer sentiment and satisfaction, and providing better self-service options for all of your customers. Join us for this exclusive webinar with contact center innovator Paul Weald to learn more!

Customer Service Recovery – You’re doing it wrong

Shaun Belding

We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com.

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How to hire work from home call center agents

Callminer

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tips for hiring remote call center agents

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The digitization of the supply chain and it’s impact on customer experience and sustainability – Interview with Sanjay Brahmawar of Software AG

Adrian Swinscoe

Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect people, departments, systems and […]. The post The digitization of the supply chain and it’s impact on customer experience and sustainability – Interview with Sanjay Brahmawar of Software AG first appeared on Adrian Swinscoe

Seven Ways to Handle Abusive Customers (And One Way Not To)

Shep Hyken

No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office.

AI Is Just Opinions Written In Code

Beyond Philosophy

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word.

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Happy Customers Feel Lucky: Learn From the Legacy of Lego

CSAT.AI

Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. Even though these are not the fault of the company, Lego does their best to accommodate and with style.

How can Conversational Bots Improve Customer Experience?

Ameyo Callversations

Whether offline or online purchase, the customer wants a smooth and excellent customer experience. To ensure this, Most brands have deployed conversational bots to provide a seamless customer solution and experience.

ENTRIES NOW OPEN: the UK Customer Satisfaction Awards

The Customer Service Blog

The UK Customer Satisfaction Awards are the UK's most prestigious awards in the area of British customer service. The Awards are run by The Institute of Customer Service. The Awards recognise organisations and individuals that have implemented successful customer service strategies.

How the Employer Brand Dies in Applicants Inboxes

Conversation Agent

Applicant experience is buyer experience in recruitment. Buyers are people who come to you once. Based on the experience, they may decide to walk away and never come back. Or, they could come back again and become customers. In some cases, they might tell everyone they know about you.

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Product Management Trends That Are Here to Stay

Zonka Feedback

While many trends come and go quickly, some stick around longer than others. In product development, marketing, sales, and management, contemporary trends are influenced by a myriad of factors.

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How to Craft the Best Client Onboarding Questionnaire

Totango

A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key to effectively using this powerful customer success tool. What Is a Client Onboarding Questionnaire?

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Show Me You Care More about Helping My Business than Getting My Business

The DiJulius Group

Show Me You Care More about Helping My Business than Getting My Business *On Sunday, July 24th, a long-time mentor and friend of mine, Larry Gould passed away at the age of 96. In two of my books, I have written about Larry’s amazing ability to help people first, without expecting anything in return.

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Brands that don’t Need to Steal Energy to Survive, Thrive

Conversation Agent

I was reading an article about a study by Minneapolis agency SuperHuman about marketing and women above 40. How brands get it wrong. It was 2017, I forgot where they published about it.

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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.

First Contact Resolution Rate – Should it Matter to CSMs?

ClientSuccess

During a typical day as a CSM, you’re fielding questions from internal and external sources. Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information.

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The Unique Role of CSMs

Totango

The role of a Customer Success Manager (CSM) is always important but it is especially critical during an economic downturn. As a CSM, you know your customers better than anyone. It’s your responsibility to know their goals, to understand how they use your product, and to know what they value most.

4 Stats that Show How Universities Can Increase Enrollment 

Comm100

Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up.

Promoting Diversity and Inclusivity in Support Teams

SupportYourApp

75% of professionals prefer working in diverse teams. They want to interact with people of

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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.

Benefits of Salesforce Offline Surveys and How to Launch them?

Zonka Feedback

Imagine your customers are taking a feedback survey on your request.

What Does Customer-Centricity Even Mean?

TeamSupport

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example.

Using CX Tech the Right Way Creates Human Experiences, Not Just Numbers

Customer Think

DOMAIN, DESIGN, AND DATA Phrases like “technology shapes our world” have been platitudes in the business world for decades. I’ve seen countless companies proclaim over the years that there’s no problem that can’t be solved by throwing technology at it.

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Guest Post: What is the Importance of a Voice-enabled Bot in a Contact Center?

Shep Hyken

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?.

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.