Wed.Oct 27, 2021

Terrifying Tales of Spooky Support

Help Scout

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween. Read the full article

A Tale of 2 Support Calls: Utilizing Visual Customer Support To Improve KPI’s

TechSee

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support.

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Dealing With Angry Customers: Be Sincere When You Apologize

Shep Hyken

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint.

5 Ways to Increase Customer Loyalty

FiveStars

Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

How to Be a Customer Success Ghostbuster

Totango

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you.

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How to Be a Customer Success Ghostbuster

Totango

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you.

Why review sites matter

BirdEye

Look up at the sky on a clear night, and you would swear there are billions of stars, but did you know only about 5,000 stars are visible to the naked eye? Visible stars are also important for your business, reviews.

How to Be a Customer Success Ghostbuster

Totango

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you.

Welcome, Agentis, to the Uplight Family

Uplight

Utilities who are serious about their customers and their strategic futures can’t forget about their biggest segment, business customers. Although business customers make up less than 15% of a typical utility’s meters, they can account for up to two-thirds of a utility’s load and revenue.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Oct 27 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success Location: Remote, Sunnyvale, CA, US Organization: Clari As a VP of Customer Success, you will lead all aspects of the Customer Success organization which includes driving strategic adoption, ensuring a remarkable customer experience, and optimizing ongoing engagement with Clari.

Excellent Customer Service Is Your Company’s Secret Weapon

Integrity Solutions

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen. But just who is that? If you ask us, it’s everyone.

How To Identify and Remove Customer Friction Points

SmartKarrot

Sometimes, what matters is not what we add but what we eliminate. While we spend so much time, energy, and manpower to think of ways of adding or increasing something, we tend to forget ways of simply eliminating the customer friction points and simplifying the task, as is.

How Large Is The One Millimeter You Must Journey Professionally?

One Millimeter Mindset

Each of you has a one millimeter that you must journey professionally, to get to where you really need to go. First, keep in mind that each of you has your own, specific one millimeter to move beyond. That millimeter is the space, place, or scenario which gives you professional pause.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Customer Intelligence: Why It Matters For Your Business

SurveySparrow

Despite what you might be thinking, the phrase customer intelligence doesn’t have anything to do with your customers’ IQ levels! Instead, customer intelligence is all about gathering data to better understand why customers act in the way they do. .

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Choosing Quality Phone Answering Services for Your Business

Magellan Solutions

How To Choose a Good Phone Answering Service Provider. Phone answering services are vital to any business in more ways than one. Serving as the frontline of your business, a good phone answering service can drastically improve your business operations and customer support.

Qu’est-ce que l’orchestration du parcours client ? Les concepts clés à connaître.

Quadient

Qu’est-ce que l’orchestration du parcours client ? Les concepts clés à connaître. Ludovic Georges. Wed, 10/27/2021 - 13:41. De nos jours, les clients s’attendent à ce que chacune de leurs expériences avec une marque ou un fournisseur soit rapide, simple et pratique.

Now Available on Blueshift Academy: Omnichannel Campaigns

Blueshift

As customer expectations evolve and personalized experiences move to the center of your digital marketing strategy, creating omnichannel campaigns is becoming more and more imperative for activating and retaining customers.

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.

Que signifie CCM ? Un cours accéléré pour les débutants

Quadient

Que signifie CCM ? Un cours accéléré pour les débutants. Ludovic Georges. Wed, 10/27/2021 - 14:33. Nous savons tous que pour les entreprises, une bataille acharnée entre les acteurs se situe au niveau de l’expérience client.

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SECC’s New Research on the Needs and Wants of Renters

Uplight

Renters, for many utilities, are challenging to engage. But this segment is more concerned about their energy bills than other segments, and are less likely to think that their energy bill is affordable.

8 Performance Evaluation Methods That Boost Employee Morale: A Detailed Guide

SurveySparrow

Things are finally starting to look up. We think that it might, could be possible to vaccinate most of the world against COVID 19 by 2022. Frankly, most of us are hitting a pandemic wall right now.

GlowTouch Announces Partnership With Department of Defense

GlowTouch

Initiative Aims to Connect Military Spouses with Job Opportunities. PRESS RELEASE OCT 27, 2021, 09:00 EDT LOUISVILLE, Ky.,

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!

062: The Customer Experience Olympics

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses how to make your customer experience training more fun and effective. Your customer experience strategy is worthless without ensuring it is retained and executed by every existing and new team member.

Customer horror stories: An ill-fated meeting

inSided

Today's inSi-DED story teaches you a lesson in networking. Kind of. TLDR Networking isn’t always a good thing. Especially when two customers are paying very different prices for your product. ?? If you still want to submit your own CS or community horror story, do so here.

How customer success and customer experience can work together

MyCustomer

Loyalty How customer success and CX can work together

The Three Principles of Sustainable Transformation

Forrester's Customer Insights

Becoming an environmentally, socially, and economically sustainable business demands a profound and fundamental change. Like digital transformation before it, you can’t just bolt it on.

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!