Sat.May 14, 2022 - Fri.May 20, 2022

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Interviews Aren’t Dead: How B2B Companies Can Learn More from Their Buyers

InMoment XI

B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way! To avoid this fate, it’s critical to have a process in place for exploring, analyzing, and improving the buyer experience —win or lose.

B2B 493
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Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

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Answer the Question the Right Way?

ShepHyken

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.?

Workshop 120
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Enthuse Your People to Delight Customers with The Revelation Conversation.

Bill Quiseng

Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them.

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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2022 EX Trends: The Top 2 Things Employees Must Have in Their Next Job

InMoment XI

Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely). At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. And that might leave you wondering: what employee must haves are convincing employees to leave their old jobs for new ones?

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More Trending

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4 Ways AI Chatbots Can Streamline Agent Expectations

Kustomer

Artificial intelligence is making a major impact on customer service and shows no sign of stopping. The increased interest is warranted — Forbes contributor Kathleen Walch of Cognitive World said AI is a useful tool that’s improving customer service , enhancing customer loyalty, enabling better brand reputations and allowing customer service agents to focus on tasks of greater value that can bring companies more business.

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How to get more reviews using a Google review service

BirdEye

If you want your business to have a well-established online presence, you need to consider the weight of Google reviews on your ranking and reputation. Reviews are a way to grow your business digitally, both in how you rank on Google and how customers rate and review your products. But, getting more reviews on your own is not that simple. This article will show you how to get more reviews, and more customers using a Google review service.

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A Comprehensive Guide to Live Chat Software

Comm100

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly.

2021 93
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Sharing our gratitude as Solvvy officially joins Zoom

Solvvy

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for! A week ago we announced that we had entered into an agreement to be acquired by Zoom Video Communications , one of the most iconic and innovative companies in the world. And today, it’s official!

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Breaking Silos and Harnessing Data to Improve Customer Experiences

Doing CX Right

Celia Fleischaker, CMO at Verint, explains how to elevate relationships and customer engagement across channels from marketing, and sales to customer service and support by breaking silos and improving inefficiencies. The post Breaking Silos and Harnessing Data to Improve Customer Experiences appeared first on Doing CX Right.

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Five Best CRMs for B2B Sales in 2022

Totango

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each.

B2B 79
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Imagine a World of ZERO Customer Service Phone Calls

SaleMove

Zero phone calls may be a stretch, but 84% of all customer interactions start online—on the customer’s screen. Shouldn’t the entire interaction stay there? The post Imagine a World of ZERO Customer Service Phone Calls appeared first on Glia Blog | Digital Customer Service Explained.

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Amazing Business Radio: Dan Cockerell

ShepHyken

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. He shares how a sustainable culture that inspires loyalty from employees and customers.

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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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6 Tips to Help Improve Your Team's Customer Service Skills

Helpware

When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake. Regardless of the quality of your product, customers are more likely to recall the interaction they experienced with your business. Every one of these interactions has the potential to either make or break a customer’s loyalty to you.

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Voice of the Customer for Product Operations

Thematic

The role of product ops is still relatively new, but it’s fast becoming essential to growing product teams and product-led companies. Product ops can be thought of as a role (or team) within an organization, as well as a skill product professionals can develop. The operational and time-consuming tasks that are/were traditionally part of the product manager workload now fall within the remit of product ops.

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How to Manage the Customer Journey in Context

Merkle

As we discussed in our last post , once your organization has an identity of a customer developed and can update customer profiles in real time as new engagements happen, you can watch the journey progress and build through marketing efforts.

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Guest Post: Why Should Your Customer Service Team Care About NPS?

ShepHyken

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. Remember the last time when you bought a new phone, trainers, or cosmetics?

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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.

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5 Key Elements to Consider When Looking To Improve Customer Service

CSM Magazine

Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving. 1. Email. Are your email addresses easy to find online or on customer documents? If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further.

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Why CX should be a central part of any utility company’s business strategy

Interactions

Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels. The Prime Effect, explains how the immediate, or instant gratification of working with brands like Amazon, have had a massive impact on customer preferences and expectations.

2022 62
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Avoiding Webinar Fatigue in Your B2B Marketing Strategy

Merkle

Since 2020, shifts in event strategy to digital and hybrid events have pushed the webinar into a place of prominence in the B2B marketing mix. And even as in-person events return, webinars still offer a compelling way to deliver reach, depth, and engagement. Not only are they a more cost-effective option to engage buyers and customers, but the digital format also offers a treasure-trove of audience insights – when deployed correctly.

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Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast. I got interested in it because it involves my favorite company: Apple.

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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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5 Top Customer Service Articles of the Week 5-16-2022

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. Are You Tracking the Customer Service Metrics That Really Count? by Jonathan Byrnes and John Wass. (Harvard Business Review) The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail t

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Don’t Miss Leads After Hours or on the Weekends.

Call Experts

After hours and helpdesk support are two of the most critical business processes for companies. As the first point of contact, a contact center answers for your customers and prospects 24-7. It’s essential to ensure that you never miss an opportunity to grow your business. Unfortunately, many companies are not able to provide this level of service.

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ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022

ChurnZero

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders.

2022 98
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West Monroe’s Quarterly Executive Poll—Q2 2022

West Monroe

A lot can change in a quarter or two—a lot. That’s what executives proved in West Monroe’s latest quarterly executive poll. At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year. That’s partly why 75% of C-suite executives told us they were bullish on the economy in Q4 2021.

2022 98
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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.