Sat.Aug 28, 2021 - Fri.Sep 03, 2021

How to Train Your Agents for an Omnichannel Customer Service Strategy


As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out.

10 Ways to Improve Customer Experience

Zonka Feedback

Ensuring a remarkable Customer Experience (CX) in a customer relationship delivers improved engagement, retention, satisfaction, and, ultimately, better financial growth.

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Trending Sources

What Are the Differences Between a Customer Success Agenda and Objective?


As a customer success leader, you’ve put a lot of hard work into building the perfect meetings with customers. You know to focus on the most relevant items at hand, come out with clear action items, and always have an agenda to keep things on track. .

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Start with Hiring People Who Show Humanity at Work

Customer Bliss

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Are Your Research Activities Hurting the Customer Experience?


It shouldn’t be a surprise that customer experience (CX) is now a focus for many companies. According to Forrester, a small improvement in CX translates to millions of dollars in additional revenue per year. In many industries, CX is the competitive advantage that differentiates winners from losers.

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More Trending

10 Tips to Improve Social Media Customer Service

CSM Magazine

In a hyper-connected world, social media can be a key component of your customer experience strategy. Here are ten things you can do to help provide great customer service on social media. Align Your Brand Values.

7 Moments, 7 Customer Feedback Questions for Better CX

Experience Investigators

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback.

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How the Design Thinking Process Improves Innovation & Customer Experience


An increasing number of companies are transforming product development by embracing a design method that puts the customer first.

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Amazon Sets the Standard for Every Business

Shep Hyken

I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience.

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

The X-Factor That Drives Customer Loyalty

Integrity Solutions

The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery.

#10: Lessons on Building a Team: Be Surgical in a Sea of Spray and Pray

Michel Falcon Experience

To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,… The post #10: Lessons on Building a Team: Be Surgical in a Sea of Spray and Pray appeared first on.

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Are we over-emphasising customer experience at the cost of service?


Loyalty Should companies prioritise service or experience

9 Ways To Use Survey Incentives To Boost Sales


Your customers are the lifeblood of your business. Naturally, you have to take certain measures to ensure they are happy and satisfied with your offering. But how do you get inside the mind of your customers? Through feedback, of course.

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A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Best Practices to Ensure a Successful Quarterly Business Review


A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and your relationship, to discuss their future goals and plans, and to strategize how you can deliver more value to them based on those factors.

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Prediction: 7 Customer Service Channels We Will Use in the Future


Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations.

2021 68

Cancel the “Cost Center” Culture In Customer Service

Forrester's Customer Insights

In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”. This […].

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A Positive View Of Selling Is Critical to Hiring Salespeople

Integrity Solutions

When it comes to hiring salespeople, why has it become so hard to get people excited about a job in sales in the first place? If you’re hiring salespeople right now, you’re not alone.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Artificial Intelligence in Customer Success: Emergence and Outlook


Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management.

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11 Best Customer Loyalty Survey Questions You Need to Ask


Do you want your customers to stay with you and keep purchasing (or renewing) your products? A customer loyalty survey can help you with that! Everything that you do revolves around making your customers happy. Every good business goes out of its way to create fantastic experiences for its customers.

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Guest Post: Maximize Productivity with a Customer Experience Management Platform

Shep Hyken

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience.

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Personalized customer experience: Create great customer service with what 60% of customers expect

NICE inContact

A couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters. Customer Experience Contact Center Management Omnichannel

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

The Science of Service and Loyalty with Jack Mackey

The DiJulius Group

One of the few things left to do that isn’t easy to copy is to deliver a loyalty-inspiring customer experience. Now, the difference between customer service and customer experience is feelings. It’s emotion. It’s how you feel about an organization after you interact with them.

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How to plan for customer service success at peak times


Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Published on: August 30, 2021.

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CRM Hack: How to Use “First Experience” Data to Improve Retention


It may not come as a shock to you learning that our data shows a strong connection between the nature of the experience had with your brand early on – and the chances of them becoming a returning, more loyal customer. A great experience usually leads to a better retention rate.

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Customer Support Rep Job Description: Template and Examples

Help Scout

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates.

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Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.