Mon.Jan 23, 2023

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Customer satisfaction: what is it and why is it important?

Hello Customer

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Five best practices for effective employee coaching

Callminer

As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies.

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How to Set up Customer Service for Small Business: 9 Practical Tips

HelpCrunch

Small businesses have so much on their plates that setting up proper customer service often gets pushed to the back burner. Naturally, with developing and maintaining the product, running marketing campaigns, putting together a team, [ … ] The post How to Set up Customer Service for Small Business: 9 Practical Tips appeared first on HelpCrunch blog.

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5 Customer Experience Predictions for 2023  

Comm100

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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4 Tips to Improve Customer Service in Travel and Tourism

Working Solutions

Improving the customer experience is essential for any company—not just for its reputation but also for its bottom line. According to Zendesk, 42% of B2C consumers will make more purchases from a business after receiving a “good customer service experience.

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More Trending

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Top 5 Avoxi Alternatives to Simplify Your Workflows

aircall

Cloud-based phone systems have switched from a novelty to a necessity—and it’s clear to see why. Over 59% of small businesses achieve productivity benefits from a shift to the cloud while saving up to 90% of all communication costs. Although the benefits are plenty, so are the available options, making it challenging to find the ideal provider to enable more autonomous customer-centric teams while streamlining business processes and simplifying collaboration.

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The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust

LiveVox

Interested in learning about the best chatbots For WhatsApp? Much like relationships between people, business and customer relationships evolve in several stages. People start off as strangers, graduate to acquaintances, then enter the casual friendship phase, and finally the good friend stage. In the business world, the way brands develop relationships with customers follows the […] The post The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust appeared first on LiveVo

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Why customer service agents shouldn't worry about rapport

Tethr

How did one company try to build rapport with customers? The CSAT scores improved, but read about if the unusual method works.

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Providing Care and Comfort at Work with Jen Marr

Russel Lolacher

In this episode of Relationships at Work, Russel chats with author and Inspiring Comfort CEO Jen Marr on the importance of prioritizing care and comfort in the workplace. A few reasons why she is awesome — she is the founder and CEO of Inspiring Comfort LLC, a social good company using evidence-based comfort skill programming. A speaker and member of the Forbes Business Council.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Is customer service better over chat?

Tethr

Conversation analytics revealed that chat-based customer service is better for customers and agents. Here's 5 reasons why.

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Buy-In from Agents Builds Buy-In from Executives

Vistio

Watch to the full podcast here:  Or click here to just listen to the audio.                  Getting buy-ins is everything in CX leadership, so it follows that it would also be the #1 problem that CX leaders struggle with. Today, with the help of Dave Seaton , we will be explaining how to build buy-in and how to appeal to your stakeholders.

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We used AI to identify $100k+ savings for contact centers

Tethr

How can you reduce operational costs at a call center? The newest AI analysis for call centers can find cost savings.

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New Research Shows Organisations Are Failing to Grasp Customer Interaction Needs

CSM Magazine

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Despite a rise in the use of digital technology, the study showed that seven out of ten UK firms don’t look for alternative ways to communicate with their customers if they fail to hear back from them.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Everything to know about call center analytics software

Tethr

Learn the basics about types of call center analytics software, options for your industry, and how to get started

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Modernizing Interactions via Automation 

Concentrix

Discover how automation and artificial intelligence are modernizing interactions to enable better CX.

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Call Center Sales Pitch Examples

Voiptime

Call pitch, or calling script is an extremely vital tool for call center agents who have to tackle a huge volume of calls and guarantee identical high-quality service for every customer. As it is vital to not be caught off guard during conversations and to show no doubt about what the sales representative talks about, developers have initiated finding the instrument that will help the sales team keep the dialogue on the correct path and be totally set for all potential questions - that is a shor

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The Impact of Technology on Enhancing Contact Center Efficiency

Zappix

The integration of technology in contact centers is playing a vital role in enhancing the efficiency of agents and improving the customer experience. One of the main areas of focus is the use of automation and AI to handle routine tasks and free.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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How Customer Advisory Boards Help Grow and Retain Key Accounts | Kapta

Kapta Customer Success

I really enjoyed hosting a webinar with Betsy Westhafer of the Congruity Group, discussing the power of Customer Advisory Boards (CABs). She is an absolute pro on this topic.

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5 Top Customer Service Articles of the Week 1-23-2023

ShepHyken

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. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better

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Five Actionable Steps To Elevate Your Sales Skills For The New Year

Integrity Solutions

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. With a new year already upon us, questions still remain about the economy and other external factors, but regardless of those outside variables, there are a number of steps sales teams can take to build up sales skills that will lead to a strong foundation for success in the months ahead.

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NPS vs. CES vs. CSAT Metrics: Which One(s) Is the Best For You?

Nicereply

Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. But which one(s) should you actually use? Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. All of this increases revenue and makes your business more profitable.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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6 Customer Service Goals That Matter Most in 2023

Global Response

We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level. Of course, knowing where you want to go is important, but knowing how to get there is even more essential.

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The Top Hold Time Offenders of 2022 Revealed (And Airlines Aren’t Doing So Hot)

Fonolo

There are few things worse than wasting precious time on hold. It’s a terrible experience for both the customer and the business. So why do we continue to put up with it? That’s a question we ask every year as we prepare to name-and-shame Twitter’s top hold time offenders of the year. Your customers have opinions on your service, and if they’re unhappy, they will take to social media without hesitation to voice their frustrations.

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Why Contact Center Agents Should Spend More Time Asking Questions

Balto

Share on Twitter Share on Facebook Share on LinkedIn Share on Email The best salespeople minimize how much time they spend talking — and maximize the amount of time they can get their prospect talking about themselves. Consider this scenario: a prospect requests a product demo. You schedule a time and get on the call. After spending the meeting explaining your product and all of its features, the prospect ghosts you, or tells you that they are no longer interested in learning more.

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Top 10 Grasshopper Alternatives & Competitors in 2023

JustCall

Grasshopper is a popular VoIP telephony solution among small-sized companies because of its pricing. It is easy to implement and provides toll-free numbers, call forwarding, auto-texts, and other similar features that make your business phone system appear more professional to customers while streamlining all communication channels. Grasshopper also had its cons.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the