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


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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5 Customer Experience Predictions for 2023  


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.

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


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?

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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


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.

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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.

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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.

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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.

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Why Contact Center Agents Should Spend More Time Asking Questions


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.

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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.

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Buy-In from Agents Builds Buy-In from Executives


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.

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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.

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Modernizing Interactions via Automation 


Discover how automation and artificial intelligence are modernizing interactions to enable better CX. Thought Leadership bot chatbot Digital Assistant

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2023 is the Year of Compliance. Is Your Contact Center Ready?


Credit card security? It’s a big deal. Especially for any contact center that accepts payments over the phone.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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Top 5 Avoxi Alternatives to Simplify Your Workflows


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.

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Call Center Sales Pitch Examples


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.

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The Impact of Technology on Enhancing Contact Center Efficiency


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


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. Key Account Management

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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!

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

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.

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


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.

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Top 10 Grasshopper Alternatives & Competitors in 2023


Grasshopper is a popular VoIP telephony solution among small-sized companies because of its pricing.

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