Feedbackly

NOVEMBER 16, 2023

Rejoignez-nous pour comprendre comment les leaders de l’industrie mesurent l’Expérience Client via l’Expérience Émotionnelle. Date et horaire : le 14 décembre, de 10h à 10h45 (CET). Lors de ce webinaire, Valerie Vax, Partenaire-expert chez Trente Sept Cinq / 37.5

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ShepHyken

SEPTEMBER 4, 2019

He shared with me a phenomenon he referred to as the de-evolution of a business. My friend Nelson Griswold refers to this business life cycle as the de-evolution of a business. The post The De-Evolution of a Business appeared first on Shep Hyken. Not long ago I was with my friend, Nelson Griswold. It’s the same in business.

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Entertainment Reference Innovation Customer Service Training 111

Myra Golden

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. With customers in intense situations, empathy helps you begin the de-escalation process. . Convey empathy and you begin the de-escalation process! But empathy? How does this soft skill fit in? Continue the conversation with me?

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Workshop Insurance Interaction Customer Experience Design 111

Optimove

MARCH 1, 2023

Il démontre comment, dans le secteur de l’alimentaire, les entreprises ont cessé de chercher à trouver « le » produit qui plairait à tous pour créer des variantes d’un même produit. Le but : satisfaire différents groupes de clients aux goûts et préférences divers.

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SAP Customer Experience

NOVEMBER 27, 2023

Virtual 22 de Novembro, 2023 Agenda Caro cliente, Temos o prazer de o convidar para o SAP MaxAttention Innovation Workshop focado em ‘Downtime Optimized Conversion for SAP S/4HANA’ que terá lugar virtualmente a 22 de novembro de 2023. Consulte a agenda atual aqui. No mundo atual, as organizações que inovam.

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Myra Golden

JANUARY 13, 2021

We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. I answer the question and give three tips for de-escalating in chat and email in the video below. NEED MORE HELP WITH DE-ESCALATION? Any advice is appreciated.”

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Blog Interaction Communication Customer Experience Design 101

SAP Customer Experience

NOVEMBER 30, 2022

Muitos projetos também iniciam com um escopo pequeno e algumas funcionalidades requerem um nível de maturidade avançado. É possível que você esteja vendo somente a ponta do iceberg. A adoção do CRM dificilmente será completa no go-live do projeto.

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Sales Customer Experience Customers 79

Quadient

JULY 21, 2022

Software de gestão da experiência do cliente. Os clientes de hoje são bem informados e mais exigentes do que nunca. A jornada dos clientes com a empresa deve ser integrada e alinhada às preferências deles em todos os pontos de contato. Qual é a diferença entre software de CRM e de CXM? j.shah-thiel. Introdução.

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B2C 2022 ROI Consulting 52

Quadient

JULY 21, 2022

Madurez de la gestión de la experiencia del cliente. Impulsadas por la necesidad de ofrecer una mejor experiencia del cliente (CX), muchas empresas han empezado a transformar sus procesos de comunicación para conectarse con sus clientes a través de los canales que ellos elijan. La transformación de.

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Customer Bliss

APRIL 27, 2018

Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. Now I want you to ask yourself, what de-cluttering actions to do you see your organization taking right away? By this point, you have no idea what it really contains. How can we toss the old to make room for the new?

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Effort Score Customer Journey Social Media Measurement 181

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

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Inbenta

DECEMBER 21, 2023

Reduce Costs, Find Efficiencies, and Improve Customer Service with AI Automation AI is set to reshape how businesses communicate and engage with their customers. Beyond monitoring intelligent transactions, managing supply chains and other back-end activities, AI is opening the door to new efficiencies in customer engagement.

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Download Customer Engagement Communication Customer Experience 52

Lumoa

SEPTEMBER 1, 2022

To analyze and bring answers to how to collect feedback that drives powerful results, we interviewed Christian Lelo de Larrea Gaudiano , Customer Engagement Manager of giosg, to tell us about their practices.

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Feedback Net Promoter Score Customer Journey Effort Score 83

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024.

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Myra Golden

JUNE 23, 2020

.” As a certified Master Crisis Prevention and De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. ” I’ll send you a link to my Linkedin Learning De-escalation courses for free.

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Interaction Contact Center Connections Customer Service 87

Myra Golden

DECEMBER 17, 2020

For more help with de-escalation and call control, check out my De-escalation Academy. This tactic takes some pre-planning, so grab the Tree Closed-ended Questions Worksheet , and we’ll create your three closed-ended questions now.

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Call Center Communication Management Customer Experience Design 116

Lithium

JANUARY 10, 2023

This week is a fun one with Khoros VP of Automation, Gijs Van De Nieuwegiessen ( @GijsN ). Welcome back to Titans of Customer Engagement, A Customer Experience Podcast proudly presented by Khoros. With a background in user experience and conversational AI, Gijs just might have a pretty good idea of where technology and automation are heading.

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User Experience Presentation Customer Engagement Technology 52

Experience Matters

AUGUST 5, 2019

The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters. Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice.

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Customer Experience Customers 92

Myra Golden

DECEMBER 17, 2018

I want to talk to you about why your employees can’t seem to de-escalate intense interactions. Three Reasons Your Employees Can’t De-escalate. In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. If You Push a Customer, They’ll Push Back.

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Workshop Interaction Customer Service Management 91

Myra Golden

DECEMBER 15, 2020

Last week I told you about De-escalation Academy, and immediately I got a ton of questions. To get your modules all at once, select “Immediate Access De-escalation Academy” from the tab “Learn with Myra.” My De-escalation Academy students get the same content I share in my live digital workshops.

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Workshop Insights Customer Experience Design Customers 59

Myra Golden

JUNE 28, 2021

If you need more help getting angry customers to back down, send your team to my online De-escalation Academy. Disarming demanding customers takes psychology, and I break it down for your team right here.

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Customers Customer Experience Design Customer Experience 98

Myra Golden

FEBRUARY 4, 2019

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar. Continue the conversation with me?

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Webinar Customer Service Interaction Management 84

Myra Golden

JANUARY 23, 2019

The most critical part of mirroring to de-escalate is to merely repeat back the last three words (or the critical one to three words) your customer mouthed, and put a question mark in your voice. This is precisely what you need to do to ensure de-escalation. There are only three things you have to remember to do with mirroring.

Hotels 105

Hotels Webinar Customer Service Training Books 105

Eptica

MAY 5, 2020

Date: Wednesday, May 6, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. On imagine que les mesures de confinement, et notamment la fermeture des écoles, ont un impact énorme sur l’activité du CNED.

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2004 2025 2020 Connections 62

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here.

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Customer Service Blog Interaction Customers 96

Myra Golden

DECEMBER 8, 2020

In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively.

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Workshop Customer Experience Design Customers Customer Experience 45

Inbenta

AUGUST 18, 2023

DALLAS – August 8, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the launch of an extensive Generative AI integration that will allow companies to develop and organize their content instantaneously, with minimal effort, and in a manner that supports the opportunity for oversight and increased compliance. (..)

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2023 Customer Experience Sales Customer Service 52

CSM Magazine

APRIL 20, 2022

3 ways to de-stress the workforce. Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers. Use them to enhance staff engagement, optimise contact centre performance and boost profitability: 1.

Technology 52

Technology Blog Customer Centricity Download 52

BlueOcean

APRIL 24, 2024

What are the measures of success for your DE&I initiatives? Customizing your contact center RFP to inclu de specific ESG questions will help you narrow down your list of preferred outsourced partners. The post Top 9 Questions: ESG & the Contact Center RFP appeared first on Blue Ocean.

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Contact Center Government Measurement Document 177

Alida

OCTOBER 26, 2021

We’ve also introduced a Diversity, Equity, and Inclusion (DE&I) solution that enables organizations to change their DE&I program from an afterthought to a core practice valued across the enterprise.

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2021 Touchpoint Employee Experience Brands 246

Inbenta

AUGUST 18, 2023

Inbenta expands its customer experience platform beyond text, adding step-by-step tutorials to address changing consumer preferences DALLAS – August 15, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced its acquisition of Horizn, a provider of easy to embed interactive product demos, further expanding Inbenta’s (..)

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2023 2011 Demo Touchpoint 52

Myra Golden

FEBRUARY 15, 2019

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar. Continue the conversation with me?

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Airlines Webinar Presentation Customer Service 87

Myra Golden

MAY 2, 2022

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A.

Customer Experience Design 52

Customer Experience Design Customer Experience Customers 52

CSM Magazine

JANUARY 24, 2019

Repeating your customer’s last three words de-escalates things because you’re acknowledging the customer’s situation and giving them a chance to provide you with the details they’re anxious to share — the acknowledgment + detail sharing work to get people to calm down without even realizing what’s happening.

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Hotels Customer Service Training Books Consulting 68