Tue.Oct 12, 2021

Build Better Customer Relationships With New Targeted Messages

Help Scout

We’re excited to announce major updates to our Messages product. Learn how to deliver proactive support with Help Scout's targeted messages. Read the full article

CX University’s (CXU) Program is Congruent with CXPA’s new Definition of Domains of Knowledge, Skills, Abilities

CX University

PHILADELPHIA, PA – October 12, 2021 – The Customer Experience Professionals Association (CXPA) updated their professional certification exam (CCXP) on October 5, 2021 and CX University’s (CXU) online courses are congruent with the new exam content domains.

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Stop Calling it a Labor Shortage—It is a Turnover Crisis

The DiJulius Group

The statistics are alarming: A record-setting 1 million job openings in the US 5 million workers quit just in quarter 2 of this year 41% of the global workforce would consider leaving their current employer within the next year 54% Gen Z’s are considering quitting A Professional Awakening For so many, the pandemic has been. Read Full Article.

Reclaiming Sales through Authentic Persuasion, with Jason Cutter

NobelBiz

Jason Cutter is joining our sales expert, Christian Montes, for a frank discussion on the ins and outs of sales.

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UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on 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.

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards

ChurnZero

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers.

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How to Improve First Call Resolution for Improved Customer Service

Advantage Communications

The chances are good that you’re investing in marketing and advertising efforts to bring customers through your doors, but are you putting the same effort into improving your customer service program ? Customer Service Trends

VIDEO & ARTICLE: How Do You Get Out of a Sales Slump?

NobelBiz

Having your resources aligned in a seamless manner, in order to maximize efficiency for scheduling and planning your agents time. The solution: intraday management, reducing the unexpected and element of surprise in order to deliver good customer service.

Pulse for Product 2021: Meet the Drivers on the Road to Product Led Growth

Gainsight

Get in, everyone. Gainsight is taking you on a road trip! It will be the product adventure of a lifetime. We are gearing up to support you in accelerating your product strategies and provide the tools you’ll need to level up your career in product.

Video: How to Find the Right Salespeople

NobelBiz

As a salesperson, if you don’t make sales, you don’t make money. So what’s the secret for getting out of a sales slump? How do you approach this from a leadership perspective? Jason Cutter is bringing straight-forward and actionable advice on this!

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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!

10 Tips for CSMs to Develop Active Listening Skills

ClientSuccess

As a CSM, you spend countless hours in customer meetings, communicating with customer contacts, and engaging with internal and external resources. There is no doubt that one of the most critical required skills for any CSM is to be a good communicator.

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Video: How Have Customer Expectations Changed?

NobelBiz

Putting the customer at the forefront of your business, instead of always having a monologue, can make a difference in a customer’s journey. Jason thinks you can gain a customer’s loyalty by providing them the wisdom your company embodies through knowledge and information.

Seven Things Utilities Can Do to Help Community Institutions

Uplight

A complex decision-making environment and layers of stakeholders make municipalities, universities, schools, and hospitals, abbreviated as MUSH, challenging to engage.

Video: The Difference between Phone Sales and In-Person Sales

NobelBiz

Sales scripts get a bad rep, but they provide a clear road map helping agents get the actual language that will make the customer say yes. The sales script is something that Jason comes back to often. Here’s his take on the difference between phone and in-person sales.

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Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

PCI Pal Announces Amazon Connect Integration and AWS Marketplace Availability

CSM Magazine

Amazon Connect users across the globe can now leverage PCI Pal’s secure payments solutions for additional payment security and compliance options.

Video: Why Do People Take Sales Jobs?

NobelBiz

Sales can be a challenging but rewarding profession and in the end, it's a performance-based career. How do you know if you have the right set of skills, motivation, and understanding of human nature? How do people end up as salespersons, after all? The post Video: Why Do People Take Sales Jobs?

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Localz Appoint ex-Verizon Connect MP as its New VP Of Sales EMEA

CSM Magazine

Localz , leading experts in last mile customer engagement, location and messaging technology, has today announced a newly appointed Vice President of Sales EMEA, Gary Rosier-Taylor.

Rybbon SurveySparrow Integration For Customer Reward Programs

SurveySparrow

Who wouldn’t love rewards? As the world of businesses has wholly transformed into digital, it’s never been so critical to startle the most valuable ones with rewards and recognition at every stage of their experience journey.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

WebRTC technology: Real-time Communication Capabilities for Contact centers

NobelBiz

Telephony is a communication technology that is constantly reinventing itself in businesses. If its use is not diminishing, it is mostly due to the technology's ability to develop in response to new usage habits and user demands.

CX Leader of the Year finalists announced next week

MyCustomer

Loyalty CX Leader of the Year finalists revealed next week

Loyalty partners: co-creating customer value

Currency Alliance

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program.

Oct 12 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, United States Organization: Seamless.AI

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.

Free Webinar: Spotting Opportunities From Positive And Negative Feedback

Feedbackly

One of the biggest questions regarding the collection of customer feedback is: How can you make customer feedback work for your business? At the. Insight analyze collect customer experience customer feedback cx loyalty negative feedback positive feedback reduce churn sales take action webinar

7 Majestic Steps to Run an Effective Customer Experience Team Meeting

SmartKarrot

As a core leadership group working for a SaaS-based product company, running an effective customer experience team meeting is imperative. Customer experience is one of the vital components for the success of any organization. And, it is especially important for a SaaS-based company.

Top 10: YOU (your company) are CAUSING churn… are you doing any of these 10 things?

Waypoint Group

I don’t mean to be negative but I suspect you (and your colleagues) are guilty of driving churn. How many of these things are your company doing? Are you single-threading (i.e. generally working with one primary point of contact) in an account? And then, when that person (inevitably) changes jobs you’re scrambling… yes? Are you ignoring feedback by not closing the loop with what your customers are telling you in your NPS surveys?

Comment Orange améliore en continu l’expérience client grâce au feedback

GetFeedback

Découvrez à travers deux cas d’usage comment Orange s'appuie sur le feedback pour mesurer la satisfaction client, détecter les frictions, optimiser les AB tests et faire évoluer les parcours utilisateurs pour répondre pleinement aux besoins clients. Articles

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!