Sat.Nov 12, 2022 - Fri.Nov 18, 2022

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What Is a CSAT Score? How to Calculate and Utilize a CSAT Score

InMoment XI

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. A successful organization knows that a key element of success is a loyal foundation built within its customer base.

2022 260
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Evolution of Customer Experience in E-Commerce 2023

Lumoa

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites.

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A Complete Guide to Omnichannel Customer Service

Comm100

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more.

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Improving Customer Support with Mobile Screen Mirroring

TechSee

Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging.

2022 109
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Holiday Customer Service and Why Sometimes the Best Gifts Cost Nothing

Call Experts

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience.

2022 83

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How to Improve Customer Service – A Complete Guide of Tools, Tech & Tips

Comm100

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you.

2022 66
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Customer Experience Management in The Metaverse

IntouchInsight

You’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality wedding — there's been no shortage of news.

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WFM ROI: Why You Need Workforce Management Software Now

Playvox

“Time is money” is a phrase attributed to Benjamin Franklin, first appearing in The American Instructor , a book published in 1748. For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. .

ROI 78
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The best customer review management software for local businesses

BirdEye

In our increasingly digital world, online reviews have become the backbone of digital marketing campaigns. The way a business approaches customer review management can directly impact and improve its reputation and branding.

2022 69
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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The best customer experience, data and design books of 2022

MyCustomer

Engagement The best customer experience books of 2022

2022 101
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GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research

COPC

The Southeast Asia (SEA) Employee Engagement Research Report is timely, providing an accurate view of the ever-changing contact centre agent environment. Some of the key takeaways from the report include: .

2022 65
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How CCaaS Providers are Increasing Customer Value with Digital-First Partnerships

Comm100

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent.

2022 71
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Rising Support Demand Reduces Revenue – State of Support Part 1

TeamSupport

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%.

2022 71
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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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Facebook marketing: everything you need to know

BirdEye

When you’re actively marketing your business online, social media platforms like Facebook can’t be ignored. Millions of people use Facebook daily, which makes it an ideal place to raise awareness about your business and turn your audience into customers.

2022 67
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5 Ways to Ensure Your Support Organization is Ready for the Holiday Rush

TechSee

The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization.

2022 109
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Gratitude Grows Gains from Employee Experience Strategies

ClearAction

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Gratitude nurtures common courtesy that’s central to diversity and inclusion.

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10 top tips for a winning customer service knowledge management system

Eptica

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022.

2022 105
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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When Was the Last Time You Heard Your Customer’s Voice?

CSM Magazine

Kate Kompelien, Executive Director of CX Strategy and Design at TTEC Digital, explains how to use VoC to understand your customer’s needs across the Total Experience. . Consumers increasingly choose to do business with companies based on the experiences they provide.

2022 52
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Unlock Loyalty Throughout The Customer Lifecycle

Forrester Digital Transformation

Loyalty marketers, the scope of your job just expanded. And before you panic, it’s a good thing. Loyalty marketers have conventionally focused their efforts on customers post-purchase: increasing customer retention, enrichment, and advocacy.

Loyalty 52
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Do you need a Yahoo Business Listing?

BirdEye

You might be wondering if you need a Yahoo Business Listing in 2022. Even though the search engine isn’t as popular as it once was, the answer is still yes.

2022 70
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How Do I Make Customer Success More Personal?

ClientSuccess

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

2022 69
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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

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The Effect of NFTs on Customer Experiences

CSM Magazine

Businesses adopt NFTs—Non-Fungible Tokens—by specifying the NFTs’ use cases, selecting fitting blockchains, minting, and storing them in NFT wallets.

2022 52
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How to Move from NPS to EVI®?

Feedbackly

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate.

NPS 76
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How Customer Success can get a bigger piece of the budget pie with Jeff Heckler

ChurnZero

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

2022 68
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The Future Contact Centre – How CCaaS Providers Can Deliver Digital with a Single Partnership

Comm100

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth.

2022 67
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.