Sat.Apr 16, 2022 - Fri.Apr 22, 2022

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11 Articles You Need to Read About Today’s Employee and EX Landscape

InMoment XI

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need.

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How to Deal with Customer Complaints: The Perfect Thing to Say

ShepHyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

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CRMI Honors 34 Service Organizations for Delivering ‘World-Class’ Customer Service 6 Cited for Certification in Customer Experience Management Professional (CEMPRO) 2 Cited for Certification in Providing Employee Centric Work Environment (VoE) 2 Cited for NFSB Triple Crown Award Status – CXDNA Ultimate Ecosystem

CRMI

CRMI Honors 34 Service Organizations for Delivering ‘World-Class’ Customer Service 6 Cited for Certification in Customer Experience Management Professional (CEMPRO) 2 Cited for Certification in Providing Employee Centric Work Environment (VoE) 2 Cited.

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A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How to Transform Customer Support – A Play in 3 Acts

Lumoa

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

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Is Review Gating Allowed on Google?

ReviewTrackers

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. What exactly does this mean for businesses? The short answer is: you can no longer filter customers before asking them for a review. You can’t choose who you’re going to ask (“selectively solicit”) reviews from.

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How can you reduce contact centre response times?

Eptica

Date: Tuesday, April 19, 2022 Author: Pauline Ashenden - Demand Generation Manager How can you reduce contact centre response times? Published on: April 19, 2022. Author: Pauline Ashenden - Demand Generation Manager They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.

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Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These?

Kate Nasser

Leaders, How well do your teams handle these keystone customer service moments? Customer experience w/ Kate Nasser, The People Skills Coach™. The post Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These? appeared first on KateNasser.com.

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5 Top Customer Service Articles of the Week 4-18-2022

ShepHyken

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. Tracking Customer Experience? Measure Outcomes, Not Indicators by Mike Cooper. (The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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MYC'D UP WITH CX LEADERS episode 2: Andrew Clayton, global head of CX, Close Brothers

MyCustomer

"Many CX leaders take it as an interim role" Neil Davey. Wednesday, April 27, 2022 - 07:30. Customer experience management. MYC'D UP WITH CX LEADERS episode 2: Andrew Clayton, global head of CX, Close Brothers.

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5 Compelling Benefits of Call Center Services for Your Business

CSM Magazine

It’s no longer a secret that businesses that outsource various workflows tend to yield far more advantages than businesses that don’t. The option of outsourcing is a solution that maximizes operations flexibility within a company while also increasing target audience outreach. And while companies have the option of outsourcing services like marketing, sales, IT, and even accounting, customer support services like call centers are another example.

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Stress Awareness Month: 3 Ways Your Employees Can Combat Stress Year Round

InMoment XI

Did you know that April is designated as Stress Awareness Month? Merriam-Webster defines stress as “a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation.” And looking at the world around us, there are many elements that could lead to immense feelings of stress. . Rather than rattling off a list of possible stressors, we want to talk about how you and your employees can manage these feelings year round with practical, accessible t

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Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

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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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Amazing Business Radio: Chris Lynam

ShepHyken

The Choreography of Customer Service. The 5 Core Concepts to Customer Service. Shep Hyken interviews Chris Lynam , Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor , and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.

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3 Key Topics Discussed at the Channel Partners Conference

Playvox

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. The mood among exhibitors and attendees could only be described as “electric.”. The energy was palpable throughout the expo, in breakout sessions, and at well-attended networking and social events.

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Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy

kommunicate

Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. Usage: “No industry is immune to digital disruption.” When Amazon started as an online book store way back in the 90s, Jeff Bezos knew that he wanted [.]. The post Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy appeared first on Kommunicate Blog.

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What makes ChurnZero a 2022 CODiE award Customer Success finalist?

ChurnZero

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. CS is everything we do, and it’s what we’re here to help you do.

2022 98
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Alchemer Expands Best-in-Class Security Controls with AI-driven Anti-phishing Protections

SurveyGizmo

Alchemer’s commitment to data privacy and security incorporates multiple layers of internal and third-party technologies, features, and controls. LOUISVILLE, COLORADO, April 19, 2022 – Alchemer – a global leader in Customer Experience (CX) and enterprise-feedback technology – announced today that it has expanded its enterprise-strength data security to include enhanced, proactive protection against phishing, providing customers and survey respondents with greater protection against suspicious da

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What Does the Future Hold for Contact Centers?

Interactions

Contact centers have been around for decades. They started as call centers as they were formed prior to the Web when the phone was the only alternative to an in-person conversation. Through the years, as the Web and e-commerce gained full adoption, click to chat emerged, and call centers evolved into the modern contact center. . The contact center’s primary goal is to provide human support to customers across all channels.

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Can we just ask this too……? Why you must resist the urge to lengthen your surveys.

customer sure

We’ve all been there. Invited to respond to a survey and you decide to take part. You are filled with optimism that it’ll be a quick and straightforward experience. But then, oh no , you realise it’s a never ending nightmare, question after question, page after page. You wonder if the thing will ever end. Then you lose the will and abandon (or make up answers and skip through as fast as possible).

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5 tech-touch Customer Success tactics that ChurnZero makes easy

ChurnZero

You can’t build or scale a high-performing team if process gets in the way of productivity. Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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B2B CX Strategy Trends That Should Be On Your Radar

Heart of the Customer

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. You have to analyze the journeys of decision-makers, influencers, and users, as well as how […].

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Collecting customer feedback online: before, during and after purchase

Happy or Not

Any online customer journey starts long before the actual purchase. Where should you collect feedback to help you create a better customer experience? Visitors search for products and services online, they might visit your website, read your blog or consume other content, and compare your brand or product with others. The actual online purchase experience is also subject to many interactions where things can go smoothly, or not so smoothly, for the user.

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Voice-of-Customer Research: Understanding the Facility Managers

Uplight

Uplight has conducted hundreds of focus groups, listening sessions, and surveys with business customers from small, medium, and large accounts. We use this research to better understand the customer experience of non-residential energy consumers. Who are they, what do they want, and what are they not getting right now? To answer these questions Uplight created Read More.

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5 Product Analytics Your Organization Must Be Measuring To Improve Its Customer Experience

Gainsight

If you want to improve your customer’s experience, you have to crawl into their skin and see what they see. That’s what the best product analytics will let you do. They peel back the user’s experience, so you can understand what they’re going through and tweak your product to enhance their experience. Unfortunately, many SaaS organizations focus on the wrong metrics or misleading product analytics—and their plans to improve the customer experience fly off course.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.