Wed.Jan 25, 2023

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Will Your Customer Service Project Sink or Swim?

My Customer

This blog post is written by Rachel F Freeman and featured as part of Creative Virtual's Customer Service Week Blog Celebration. Creating.

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In customer service, your people are not your most important assets.

Bill Quiseng

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

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7 Proven practices to masterfully tackle one-star reviews

BirdEye

Most business owners don’t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation.

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105: What I Wish My Parents Knew

The DiJulius Group

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their. Read Full Article The post 105: What I Wish My Parents Knew appeared first on The DiJulius Group.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Why Continue To Be Intimidated By What You Do Not Know?

One Millimeter Mindset

I have two questions for you today. First, how many times during sales calls or project meetings are you intimidated by other colleagues’ perceived levels of knowledge? Next, what do you plan to do about that scenario, after today? Consider the opportunities missed (and sales dollars left on the table) when you remain a spectator when working with or selling to individuals who do not solve problems the same way you do.

More Trending

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Inspire a Spark of Creativity with a UX Research Hackathon [+Template]

dscout People Nerds

Encourage your teammates or clients to get out of a rut with this fun and easy Hackathon guide and template.

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Extracting Natural Language Semantics From Speech Without the Use of Speech Recognition

Interactions

At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition.

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Product update: view customer comments from your dashboard

Thematic

With our latest update, you have the option to view customer comments from your Thematic dashboard! You can turn on customer comments for any dashboard widget that has clickable themes: Themes increasing/decreasing score (top positive or top negative drivers) Top themes by volume Changes in most common themes Recently emerged rare themes Themes where volume has spiked (changes in theme mentions) Themes where score has spiked (changes in score) When you click on a theme in the widget, five commen

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Extracting Natural Language Semantics From Speech Without the Use of Speech Recognition

Interactions

At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Labs Talk 2023 - All shows, all streams!

SAP Customer Experience

This post will be updated as new Labs Talk video streams come available. You can find all streams from Labs Talk 2022 here. For 2023, we will be issueing a free NFT via the SAP Web3 Cloud in each of our shows – below you will also find links to.

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Everything You Need to Know About Quantitative Sample

2020 Research

Assembling the right sample of respondents is vital to the success of any research project. However, with different sample partners and countless sampling methods in play, settling on an approach that meets your research objectives and standards is a complex task. We formulated our “Everything You Need to Know About Quantitative Sample” knowledge kit as an answer to that very problem.

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How using data analytics in private equity can better inform portfolio strategies in a downturn

West Monroe

The potential for a recession holds significant implications for even the private equity market. Financial giants with their own private equity arms, such as Blackstone , have already cashed out of deals to ease the pain of major write-downs and their resulting losses, while the Federal Reserve’s continued war on inflation means lending costs will continue to increase.

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KM + Training = Super-Workforce

eGain Blogs

The Challenge Knowledge is power but in reality, enterprises are knowledge-challenged with employees spending 20% or more of their time, looking for it to do their day-to-day jobs. Nowhere is the knowledge challenge more acute than in the customer contact center. Customers say that the lack of agent knowledgeability is the #1 impediment to getting good service (Source: Forrester survey ).

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Webinar Q&A Recap: Is CS the Next Frontier of AI?

Education Services Group

Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined below.

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The Importance of Choosing a Reputable Contractor for Your Home in the UK

CSM Magazine

Choosing a reputable contractor is of the utmost importance when renovating or building a home. You not only need the work completed to a high standard , but you also want to ensure that the contractor is reliable, trustworthy, and has the necessary qualifications and insurance. The construction industry is heavily regulated in the UK, and there are several ways to check a contractor’s credentials before hiring them.

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Is ChatGPT the next stage for CX AI adoption?

My Customer

Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI. 25th Jan 2023 By Joe O'Brien Global Corporate Communications and PR.

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The Ultimate Chief Customer Officer (CCO) Job Description

Gainsight

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Yet if you asked 100 SaaS CEOs to define a CCO’s roles and responsibilities , chances are you’d get 200 answers.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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The Ultimate 5-step Detox Programme for Contact Centre Health

CSM Magazine

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Despite the cost-of-living crisis, research from Statista predicted that retail sales during the holidays were expected to reach more than £82 billion in the UK, the busiest shopping period of the year when customer queries typically increase dramatically.

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Alexa? Nest? What’s the value in this tech?

My Customer

Recent news articles are telling us that the world of voice assistants is struggling, with the latest industry murmurings involving Amazon’. 25th Jan 2023 By Phil Jordan AI & Automation Specialist/Head of.

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What is a QR Code Survey?

Zonka Feedback

Consider this – you go to an event and are asked to share feedback after the event by typing in the URL in your phone. Or you may be asked to wait in line to share feedback on a kiosk device. Chances are, you would not be willing to share feedback because does anybody even put so much effort anymore just to share feedback?

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Customer feedback fury: Consumers convinced companies ignore comments

MyCustomer

Loyalty Companies never read feedback, customers complain

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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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Change is affecting your people

My Customer

It’s no secret that today’s contact centre advisors are under immense pressure. It's time to take a data-led approach with science-based.

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What The Justice Department’s Lawsuit Against Google Means For Marketers

Forrester's Customer Insights

Yesterday, the Justice Department and eight states sued Google, accusing the company of illegally abusing its monopoly on the technology that powers online advertising. According to the Department’s complaint, Google’s dominance enables the company to take at least $0.30 of every dollar spent using Google’s advertising technology.

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Strategies for tech companies and PE firms to optimize cost of growth and improve margins

West Monroe

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability. The pivot comes after several years of historic growth, with software companies benefitting from favorable credit, significant PE and venture capital funding, and generous R&D budgets to

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How a customer experience transformation can save Southwest Airlines

MyCustomer

Loyalty How a CX transformation can save Southwest

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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The 5-step Detox Programme for Contact Centres

My Customer

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Magnus Geverts shares his.

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Twenty Three Influencers in Field Service Management to Follow in 2023

TechSee

Most field service departments operate in a highly competitive and customer-centric marketplace. Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences.

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How ReviewTrackers Photos Feature Enhances Brand Reputation

ReviewTrackers

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