BlueOcean

APRIL 24, 2024

What are the measures of success for your DE&I initiatives? And how have their efforts shifted as remote work has become more common? In most, if not all, cases, the contact center RFP should include a robust standalone data security and privacy assessment—a blog topic unto itself.

Contact Center 177

Contact Center Government Measurement Document 177

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ 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

Myra Golden

APRIL 7, 2020

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. Visually, it’s like this.

Interaction 59

Interaction Blog Customers Customer Experience 59

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. About the Author.

Hotels 68

Hotels Customer Service Training Books Consulting 68

SAP Customer Experience

OCTOBER 18, 2022

Seguindo nosso Laboratório de Adoção em Português, gostaria de compartilhar também um passo a passo de como criar um Indicador de Performance (KPI) e adicioná-la à Home Page do SAP Sales Cloud. Neste blog utilizaremos relatórios e dashboards previamente criados no Laboratório de Adoção.

Sales 79

Sales Blog Customer Experience Customers 79

Feedbackly

SEPTEMBER 8, 2023

Rejoignez-nous pour découvrir comment l’Expérience Émotionnelle transforme les fondements de l’expérience client. Date et horaire: le 28 septembre, de 11h à 12h CEST >> Réservez votre place gratuite ici Une Expérience Client bien gérée constitue un avantage concurrentiel pour les entreprises et leur permet de gagner sur le long terme.

NPS 52

NPS Webinar 2021 Feedback 52

Myra Golden

MAY 21, 2020

They fear they won’t be able to diffuse anger and de-escalate. ” Need more help with de-escalation? 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.

Interaction 105

Interaction Customers Customer Relationships Blog 105

ijgolding

MARCH 20, 2018

In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ). Tell me about your background.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

ShepHyken

MARCH 23, 2018

Training employees to listen to customers, acknowledge a problem, and take corrective steps can de-escalate a volatile situation. The post Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks appeared first on Shep Hyken. When announcing any news, be authentic, provide details, and prepare for potential backlash.

Communication 81

Communication Blog Leadership Airlines 81

Avaya

JULY 27, 2016

Rather all of the focus and dollars are going into solving the de-couching dilemma, stadium vs. couch. In the de-couching dilemma of stadium vs. home…it’s time to ante up. The post Out of the House and into the Stadium: The De-Couching Dilemma appeared first on Avaya Connected Blog.

Sports 41

Sports Entertainment Connections Social Media 41

Forrester's Customer Insights

JANUARY 5, 2021

Il y a près d’un an déjà, je publiais un blog sur les tendances 2020. Ce matin, je découvre un article des Echos qui explique pourquoi l’ère des épidémies ne fait que commencer. La lecture de cet article m’inquiète mais paradoxalement ne me surprend pas. En l’espace de neuf mois, nous nous sommes habitués à […].

2021 67

2021 2020 Article Blog 67

ViiBE Blog

JUNE 15, 2023

ViiBE Blog Screen-sharing vs co-browsing: what to choose for your business? Anna Gorina June 15, 2023 Share this article Contents Share this article Contents Co-browsing vs screen sharing. Both are powerful tools that enable teams to collaborate remotely, share information, and provide real-time support to clients and customers.

E-support 52

E-support E Commerce 2021 2023 52

Myra Golden

MARCH 6, 2019

Kelly and Gayle King are on my blog today – “It wouldn’t do any good if we both got hysterical, or if we both got very emotional.” .” And to that observation, Gayle rationalized, “It wouldn’t do any good if we both got hysterical, or if we both got very emotional.”

Presentation 78

Presentation Blog Customer Experience Customer Experience Design 78

Lithium

MARCH 7, 2023

Some blog areas are limited to Khoros customers only. As always, if you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Read the report now and learn how to leverage this year's top trends to your advantage.

2023 52

2023 Omnichannel Webinar Social Media 52

Gainsight

FEBRUARY 8, 2024

In this blog post, we delve into the transformative changes reshaping the CS landscape and explore how CS teams can adapt to this new reality. Revenue-aligned Customer Success is the cornerstone of sustainable growth in the SaaS industry,” says Remco de Vries , VP of Revenue Marketing at Gainsight and a Customer Success thought leader.

Customer Success 52

Customer Success 2024 Touchpoint Financial 52

Feedbackly

OCTOBER 10, 2023

Date: November 1st, 2023 Time: 2 PM EET (UTC +2) / 12 PM GMT (UTC +0) Tiempo de duración: 60 min >> Save your free seat here Everybody is saying that personalized customer experience (CX) is important and we need to do it, but only a few actually know if they are doing it right.

Webinar 98

Webinar Measurement Customer Experience 2023 98

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. .

Hospitality 247

Hospitality 2015 Retail Leadership 247

Lithium

JULY 5, 2023

Some blog areas are limited to Khoros customers only. The Future of Conversational AI, with Khoros’ Gijs Van De Nieuwegiessen - Check out this episode with Khoros VP of Automation, Gijs Van De Nieuwegiessen ( @GijsN ). Here’s the Atlas content you do not want to miss!

2023 52

2023 Webinar Events Definition 52

Beyond Philosophy

AUGUST 13, 2015

For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Scott Peck.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. If you let them get it out, you’ll go a long way toward de-escalating the situation. It’s a strategic move that affects your bottom line.

Social Media 110

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 110

Sampson Lee

FEBRUARY 26, 2021

Branded Experience vs. De-Branded Experience Customer experience per se does not differentiate brands but only if the experience is distinctive to the brand […].

Brands 89

Brands Customer Experience Customers Blog 89

Customers That Stick

OCTOBER 2, 2014

Leaders’ people skills inspire and engage or de-motivate the teams. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog. Blog customer-service-interview customer service interview customer service training kate nasser' People skills impact every aspect of the customer experience.

Workshop 152

Workshop Customer Service Training Government Blog 152

SaleMove

APRIL 30, 2021

As in-person interactions have become de-emphasized, customers still want personalized communications with financial institutions. The post Add Clarity to Your Customer Service Interactions appeared first on Glia Blog | Digital Customer Service Explained. Request your personalized demo today.

Interaction 52

Interaction Customer Service Demo Financial 52

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. It just begins by de-risking the first 90-days. The post A Conversation: De-Risking the First 90-Days for Your SaaS Customer appeared first on Amity. Pam looks at CSM from the perspective of the tools and platforms CSMs need. Join the conversation!

ROI 48

ROI Customer Success Roadmap Measurement 48

Provide Support

OCTOBER 4, 2018

The French writer Antoine de Saint-Exupéry is credited with saying “A goal without a plan is just a wish.”. Published in Provide Support Blog , 2018. The post The Goals to Set For Your Customer Service Team appeared first on Live Chat, Customer Service Blog | Provide Support. However, what is effective communication?

2003 69

2003 Customer Service 2017 2018 69

Forrester's Customer Insights

JANUARY 26, 2022

As my colleague Joanna de Quintanilha writes in her blog, customer journey orchestration platforms have been hot commodities of late. The acquisitions of Usermind and […].

Voice of Customer 26

Voice of Customer Brands Customer Journey Blog 26

Beyond Philosophy

DECEMBER 14, 2015

For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Scott Peck.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Optimove

FEBRUARY 12, 2024

from our Euro 2024 Playbook on “How to Win It All Without a Ball” (see more below under “Insights”) Roni Sfadya , Marketing Data Analyst, presents Flip the Channel: Why Go Multichannel Jonathan Inbar , a Director of Strategic Services at Optimove on How AI Optimizes CRM Marketing Matthew Gilbery , Director of Personalization Offering: The Real (..)

2024 59

2024 Demo Download Sports 59

Quadient

SEPTEMBER 16, 2022

We even have the old blog posts to prove it! Well, according to the recent Forrester Wave™ on Journey Mapping Platforms by Forrester’s Joanna de Quintanilha , Michelle Beeson , and Paul McKay , Quadient's Inspire Journey solution is a Leader in the Journey Mapping Platform market. How far has it come?

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Lithium

DECEMBER 7, 2021

It’s the last Atlas highlights blog of the year, and I would like to take a moment to thank everyone who continues to be a part of this community. Here is the latest on Atlas you should know about Some blog areas are limited to Khoros customers only. Hello to all of our Atlas members! Instagram Comment Threading is here!

2021 52

2021 Events 2022 Metrics 52

Gainsight

OCTOBER 3, 2023

But that would be too much detail for a simple blog post. Register now to learn more about the integration at Gainsight + Hubspot: The Perfect Integration for a Holistic Customer View , a conversation hosted by Remco de Vries, Global VP, Gainsight and Daphne Costa Lopes, Head of CS, Hubspot. Custom Objects, and OOB jobs.

Customer Journey 59

Customer Journey Sales Document Customer Success 59

Think Customers

AUGUST 8, 2016

The opening Olympic ceremonies in Rio de Janeiro got off to a disappointing start. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. The opening ceremonies this year drew 25.5

2012 56

2012 2016 Blog Customer Engagement 56

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) In short, the desired outcome is to de-emphasize price and de-commoditize the service, building value delivery advantage around the total experience.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Alida

JANUARY 29, 2018

Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular. This led to a positive blog post about his stay. Delta Hotels, meanwhile, caught wind of a customer unhappy with his view and moved him to a better room.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Gainsight

JULY 31, 2023

In this blog post, we’ll take you on a VIP tour through the Sonos Community with Ditte Solsø Korsgård, Community Manager at Sonos in a special webinar hosted by Remco de Vries, VP of Global Demand Generation at Gainsight, to uncover how the Digital Hub has become a cornerstone of Sonos’ community and Customer Success strategy.

Customer Centricity 52

Customer Centricity Webinar Innovation Engagement 52

Totango

AUGUST 5, 2021

In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Then we’ll walk through a systematic approach to de-escalating difficult conversations. What Causes Difficult Customer Communication? .

Communication 118

Communication Customer Journey Presentation Customers 118

Stella Connect

OCTOBER 21, 2021

The hotel’s memo outlined de-escalation procedures – such as treating “every guest with dignity and respect, even when it may be challenging” – as well as when to engage local law enforcement if things really get out of hand. Next, try de-escalating first, with empathy and understanding. Remain calm and do not overreact.

Hotels 59

Hotels Social Media Contact Center Customers 59