Sat.Jul 17, 2021 - Fri.Jul 23, 2021

7 Knowledge Management Best Practices That Drive Great Customer Service

Jacada

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for?

5 Common Customer Support Inefficiencies & How to Solve Them

Solvvy

If there’s one thing that makes managers’ and owners’ skin crawl, it’s inefficiency. Business leaders are constantly on the prowl to find ways to reduce expenses, improve profits and get their entire team to work smarter.

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How to Engage Customers on Instagram

Conversocial

It’s a platform built for consumers to follow, engage and connect with their favourite brands. Of the 1bn monthly active users, 90% of them follow at least one business, with 200m+ business accounts being visited every day.

CX excellence award winners stand out in CXone community of winning customers

NICE inContact

Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX. CXone NICE CXone Events General

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!

3 Ways Employee Disengagement Is Hurting Contact Centers

Jacada

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

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Overcoming the Challenges of Medical Device Support

TechSee

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.

11 Customer Service Leaders We Can All Learn From

Steve DiGioia

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold.

Chatbot vs. Live Chat: Which is Better for your Customer Service?

Comm100

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with.

5 Steps to Building a Seamless Customer Experience

Alida

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Customer Experience

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!

The Shortest Customer Service Keynote Speech Ever!

Shep Hyken

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it.

Building a Customer-Oriented Company: Strategies & Examples

Help Scout

Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization.

Best Advice From Great Podcasters

The DiJulius Group

Great Commencement Speech One of my favorite bloggers and podcasters, Scott Galloway wrote a great piece called Advice to Grads: Be Warriors, Not Wokesters. Here are a few of my favorite lines: “Don’t do what you are asked to do, but what you are capable of doing…Get strong, really strong.

Groups 106

How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game.

Sports 100

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Guest Post: How to Use an LMS for Employee Skill Development

Shep Hyken

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis.

How Customer Listening Assessments Create Better CX

Experience Investigators

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them.

Daily Ways to Honor Work Colleagues, Employees, Customers, Friends, Family

Kate Nasser

Daily ways to honor work colleagues, customers, employees, friends, family to build sustainable relationships. by Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Daily Ways to Honor Work Colleagues, Employees, Customers, Friends, Family appeared first on KateNasser.com.

5 Tips for Building a World-Class Customer Success Team

Totango

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Amazing Business Radio: John Ball

Shep Hyken

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow.

7 Books that changed our lives, will they change yours? – Essential summer reading

Beyond Philosophy

It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me.

5 Ways Students Use Social Media When Choosing Universities

Brandwatch CX

Building Sales Confidence is Everything

Integrity Solutions

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently.

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Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

5 Top Customer Service Articles of the Week 7-19-2021

Shep Hyken

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. Should the Chief Experience Officer Cease to Exist? by Mary Drumond.

FBC Asia Pacific Taps COPC Inc. to Conduct Employee Engagement Services

COPC

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines.

The Two Key Skills to Hire For in Customer Service Roles

CSM Magazine

Omer Molad, Co-founder and CEO at Vervoe believes that by doing your due diligence and choosing an appropriate skills test, you can determine if candidates possess the right levels of empathy and resilience.

How to Build a Line Chatbot Without Any Coding

kommunicate

LINE is a freeware app for instant communications on electronic devices such as smartphones, tablet computers, and personal computers. It supports messaging, free voice, and video calls. The biggest benefit of using LINE is it provides free access to free messaging and calling.

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Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.