Mon.Nov 21, 2022

How Can You Improve Customer Experience and Service at Your Website?

CSM Magazine

The pursuit of boosting customer experience and service should be an ongoing one. This means even if your site has a good record with customer experience, there is always a chance that improvements can be made.

Top 7 Customer Retention Tools for SaaS Businesses to Keep Customers Hooked

Nicereply

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial.

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2022 Customer Success Leadership Study Signals Industry at a Turning Point

Education Services Group

It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO).

An Attitude of Gratitude

Nuance

Scientists studying positive psychology found that a one-time act of thoughtful gratitude produced an immediate 10% increase in happiness and 35% reduction in depressive symptoms, according to this article.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Big Commerce Payment Gateways: The Only Guide You Need

OctopusTech

Payment is a fundamental element of eCommerce business. You can provide your shoppers with a secure and reliable checkout process by organizing your eCommerce payment process.

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How to Build a Safe Space at Work with Nikki Thibodeau

Russel Lolacher

In this episode of Relationships at Work, Russel chats with community creation expert Nikki Thibodeau on creating safe spaces at work so we feel comfortable being our true selves. A few reasons why she is awesome?—?she

Mavenir Analyst Event - Quick Take and Pix

Jon Arnold

Trust the Future - that’s Mavenir’s current tag line, and I really like it. This isn’t just any future they’re talking about - it’s mainly about 5G, but also Open RAN.

25 Call Center Best Practices for Amazing Customer Service

Selmo

What are some call center best practices for retaining top talent and improving the customer experience? Take a look at what the experts say. Customer Experience Calling

Peak season planning: proven solutions to painful problems

Injixo

Is your contact center ready for Black Friday ? It’s not just about Black Friday, of course. Depending on where you are located, at this time of year, you may have to deal with Halloween , Thanksgiving , Black Friday , and the countdown to Christmas and other celebrations.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Credit unions fight fraud and transform member engagement with biometric authentication

Nuance

In addition to the many challenges of staying competitive and profitable, credit unions face a rising tide of fraud. The entire banking sector saw a significant spike in fraud during the pandemic, as fraudsters pounced on new opportunities created by the disruption.

Appropriate Expectations of Agent Empathy

Vistio

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ? ? ?. You’re going to love our guest Leslie O’Flahavan and her refreshing take on the way we empathize with customers.

3 Reasons To Rethink Your Customer Idea Portal

Playvox

Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?

Api Integration in the CX Journey

Zappix

An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software interface, offering a service to other pieces of software. The API is not intended to be used directly by a person (the end user).

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

How to Get Your Kids Interested in IT

CSM Magazine

Technology is now ubiquitous, and it can be seen as both a benefit and a hindrance. On the one hand, it can help your child be more independent and grow up faster. On the other hand, it can be a source of never-ending entertainment that keeps them from doing anything else.

Identify key insights from text documents through fine-tuning and HPO with Amazon SageMaker JumpStart

AWS Machine Learning

Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media.

4 Common Customer Onboarding Mistakes Most SaaS Companies Make

CSM Magazine

One of the most important things for the success of a B2B SaaS company is customer retention. Clients need to be kept satisfied, which is usually a huge challenge and several problems can appear during onboarding. A SaaS customer onboarding checklist is a great place to start but it is rarely enough.

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How to Stitch on TikTok

JivoChat

Learning how to stitch on TikTok gives you a new video format to innovate with the content you publish on this social media platform.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

Key Reasons Why Your Company’s Email Signature Is Important

CSM Magazine

Email signatures are necessary for effective communication. Despite the growth of social media, it remains a powerful tool for defining a company’s identity and promoting its brand to various stakeholders.

Generate cold start forecasts for products with no historical data using Amazon Forecast, now up to 45% more accurate

AWS Machine Learning

Now with Amazon Forecast , you can generate up to 45% more accurate forecasts for products with no historical data. Forecast is a managed service that uses machine learning (ML) to generate accurate demand forecasts, without requiring any ML experience.

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How to achieve financial stability in a recession with CX agility

Interactions

With a recession looming, many businesses pause customer experience investments due to uncertainty. . But little do these companies realize, these investments can actually help during times of tightened budgets. .

How Aircall Saves 13% of Time for Customer-Facing Teams

aircall

With the current economic climate and increasingly competitive market, there’s no denying the corporate shift to achieve previously deemed “stretch” targets.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Amazon Rekognition Labels adds 600 new labels, including landmarks, and now detects dominant colors

AWS Machine Learning

Amazon Rekognition offers pre-trained and customizable computer vision capabilities to extract information and insights from images and videos. One such capability is Amazon Rekognition Labels , which detects objects, scenes, actions, and concepts in images.

APIs 59

Coaching Tips for Account Managers | Key Account Management

Kapta

Developing a key account management program is a worthwhile effort, given the fact that key accounts can represent 30 to 50 percent of revenue and margin for many companies. So, retaining these top accounts is essential in an increasingly competitive marketplace. Key Account Management

Common Customer Service Mistakes

Voiptime

There are numerous call center KPIs, but some of them really make difference for any organization and any business. One such metric is a call abandonment rate as it points to many vital factors and areas of improvement, and is one of the best indicators of your overall customer service success. Thus, measuring the call abandonment rate is vital, but there are many questions that appear in this case. What is the abandonment rate calculation?

Achieve your business goals using outsourced customer care services

Blueship Call Center

If your online business expands, you’ll want to guarantee the best customer support experience while maintaining the highest standards. Customer service representatives are crucial in developing the brand and solidifying relationships. Building a solid reputation is impossible without a satisfying experience. You can achieve that aim without investing valuable time or money by choosing outsourced customer care services.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

The Triple Squeeze & The VoC: CX Trend Overview

Netomi

High inflation , talent scarcity, and supply chain challenges are all merging together to create what we refer to as “the triple squeeze.”

5 Top Customer Service Articles of the Week 11-21-2022

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.

Nov 21 – Customer Success Jobs 

SmartKarrot

Role: Sr. Director Customer Success Location: San Diego, CA, United States (Hybrid) Organization: Workiz Inc. As a Sr. Director of Customer Success, you will develop and execute a strategy to increase customer retention and satisfaction. Manage a team of customer success managers.