ShepHyken
FEBRUARY 14, 2022
That said, our friends at Stella Connect recently posted an article with seven tips on how to run a successful customer service training program. Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time by Joseph Michelli. The Michelli Experience) Let’s assume you deliver a service instead of a product (e.g.,
Beyond Philosophy
JANUARY 12, 2024
Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. 07:07 We begin our discussion about how to be diligent about fraud and security while still providing an easy and excellent customer experience. But wait, there’s more.
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ShepHyken
FEBRUARY 28, 2022
How much empathy, care, passion, etc. It’s all about how customers relate to and with the brand. 2022 – Time to Make the Move Beyond Cx and Ex to Total Experience by Candice Mueller. Recently, there has been much written about how the two belong together. I found this article fascinating, and I think you will, too!
ShepHyken
NOVEMBER 14, 2022
See how they’re shaking things up in this digital-first world. Join Salesforce President and CMO Sarah Franklin as she chats with digital leaders about how to create more powerful connections with your customers. This article explains the pain some businesses are experiencing and how to overcome it. Follow on Twitter: @Hyken.
Speaker: Rana Gujral, CEO at Behavioral Signals
In this webinar, you will learn: How AI can transform your contact center with real, actionable insights. How to program AI to understand the subtle nuances in conversations, i.e. intonation cues, can yield insights like customers’ behaviors and desires, and improve outcomes. May 24th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST.
Uniphore
JANUARY 4, 2022
The future of business is understanding how to unlock the value of conversations. How are you planning to leverage conversations to drive revenue and customer retention? Find out at Uniphore Converse 2022 on. At Uniphore Converse 2022 you will: Hear from leading industry analysts and speakers around the future of CX.
ShepHyken
JANUARY 3, 2022
How to Train Your Customer Support Agents To Provide Better Service by Kimberly Zhang. CX Trends That Will Shape Marketing in 2022 by Chad Harwood-Jones. Business2Community) As we enter 2022, it’s the ideal time to set our marketing goals, KPIs and targets for the year ahead. Here are my top five picks from last week.
Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design
In this webinar, you will learn how: the use of AI can enhance the human experience in customer interactions. companies can specifically implement AI to teach agents how to approach customers at all levels. April 13th, 2022 at 12:30 pm PDT, 3:30 pm EDT, 8:30 pm GMT
Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success
Agent turnover has always been problematic – but in 2022, agent attrition rates have gotten worse. How to harness conversational AI technology to improve the employee experience. May 19th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT At the heart of the issue is the monotonous and stressful nature of the job.
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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.
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So, what does ABM look like in 2022? Instead of wading through a series of vague “how-to kick-start your ABM strategy!” ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. On the surface, this is an accurate statement.
Speaker: Gary Davis, SmartAction CEO
How automating a customer service call isn’t as simple as using a script from a human interaction. What happens after go-live, and how to monitor, fine-tune, and train your virtual agent. April 20th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. The potential ROI when conversational automation is done right.
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
At the end of this webinar, you will walk away with insights including: How to keep your company’s cultural message clear. How working in different environments can potentially affect agent engagement. August 17th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST New ways to improve the engagement of your agents.
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
In this webinar, you will learn: How to improve employee retention while improving quality customer and prospective client interactions through engagement. How to create relationship with employees which develop and grow them professionally. May 5th, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm GMT
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
So how do we fix this? We'll explore how to optimize learner engagement by adding scenarios to your training, regardless of your budget. We’ll also explain what makes up scenarios, how they benefit the learner, and why this is important to your organization. DISCOVER how to create scenarios from everyday content.
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