Sat.Aug 07, 2021 - Fri.Aug 13, 2021

5 ways to improve customer satisfaction scores using customer empathy

NICE inContact

Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.

Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace

Playvox

Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show.

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Why is information overload killing CX?

Knowmax

Why is information overload killing CX? Customer Experience AI ready customer support platform customer support improve customer experience knowledge base for customer support

Three reasons CX initiatives are failing and how to overcome them

Lithium

It’s a stark fact: CX initiatives are failing. Resting on the shoulders of CX leaders is the responsibility to unify customer data, initiate cross-departmental action to improve the end-to-end customer journey, and prove the value of CX program outcomes in dollars and cents.

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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!

Multimodal User Experience Design Best Practices

Jacada

Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it.

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What is Knowledge Management? And how does it drive CX results?

NICE inContact

A comprehensive guide that explores knowledge management, the role of knowledge management tools, and strategies for future-proof KM. New innovations in knowledge management, like CXone Expert, are helping businesses to boost CX results and drive key contact center metrics. Customer Experience CXon

QuestionPro Audience’ quick sample. Insights for $1 only!

QuestionPro Audience

Pay only $1 per response with Quick Sample. Have research budgets ever stalled your study before? Gathering audiences online can get expensive and time-consuming, leaving researchers to compromise on the sample size they initially set.

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The Difference Between Repeat Customers and Loyal Customers

Shep Hyken

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? .

Integrating CX Can Potentially Increase Your Profit by the Millions

Alida

It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family.

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 Best Thing You Can Collect

The DiJulius Group

I have never been a collector of objects. I’m not too nostalgic about things, at least not anything physical. However, I realize that I have collected something very special and priceless my entire life. People compliment me on my collection all the time.

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Driving Software Adoption through Customer Success: 6 Ways to Improve Customer Engagement

Totango

Driving software adoption through customer success in the 2020s is a precision business.

Verint is Expanding its Cloud Platform Capabilities to Help Brands Accelerate Digital-First Customer Engagement

Conversocial

Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities. Industry News

5 Ways Anyone Can (and Should) Grow Their Careers #SteerYourCareer

Michel Falcon Experience

To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. My… The post 5 Ways Anyone Can (and Should) Grow Their Careers #SteerYourCareer appeared first on. career development company culture Podcasts

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 Can PR Crisis Management Shape Customer Experiences?

Shep Hyken

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences.

7 Digital Customer Experience Best Practices for Higher Satisfaction

Totango

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention.

Sales Team Coaching With Emotional And Social Intelligence

Integrity Solutions

Great sales team coaching takes specific knowledge and functional expertise to build a successful team. On their own, these aren’t enough to bring out the best in their sales teams and help them achieve their full performance potential.

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CSM Tips for Engaging Dark Customers 

ClientSuccess

We’ve all experienced customers going dark. Maybe it’s right after implementation when they’re finally using your product but have yet to schedule an ongoing check-in meeting. Maybe it’s a year into using your technology when it’s time to discuss renewals.

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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.

5 Top Customer Service Articles of the Week 8-9-2021

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.

[Q&A] Ready to Scale: The Tech Stack That Drives Your Digital Customer Success Program

ChurnZero

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way?

Content Idea Generator: You'll Know Exactly What Content To Write

DemandJump

So, you’ve got your website or blog strategy in place. The next step is to come up with a killer list of creative content ideas to round out your plan before you get started writing. Organic Search Content Marketing

B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now

Daniel Group

B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now. Excellent B2B Customer Feedback surveys must start with thinking about what you really want to find out from your customers; i.e., begin with the end in mind.

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.

Optimove Recognized as a Leader in Cross-Channel Campaign Management by Forrester

Optimove

We are deeply proud to announce that Optimove has been recognized as a Leader in “The Forrester Wave : Cross-Channel Campaign Management (Independent Platforms), Q3 2021” (CCCM).

Contact Center Compliance with the Florida Bill SB 1120

NobelBiz

The new Florida Bill SB 1120, updating the “Florida Telemarketing Act” and the “Florida Do Not Call Act” has been in effect for just over one month now, since July 1st, 2021, acting as a specific state version of the federal “Telephone Consumer Protection Act” - TCPA.

Is Any Good Content Creation Software Free?

DemandJump

What is the state of today’s marketing budget? The answer varies widely from source to source. Deloitte’s 2021 CMO Survey claims that marketing budgets are now 11% or more of the overall company budget, near a record high.

How Success Teams Can Use Voice of Customer to Improve Customer Retention

Zonka Feedback

For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates.

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.