CCNG
FEBRUARY 24, 2022
A sea change in talent acquisition happened in the past 20 years. Now it is time for another! Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out.
Beyond Philosophy
FEBRUARY 10, 2022
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. .
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ShepHyken
FEBRUARY 16, 2022
It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. .
Myra Golden Media
FEBRUARY 24, 2022
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”
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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.
Steve DiGioia
FEBRUARY 7, 2022
There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
FEBRUARY 10, 2022
As contact center leaders, we have a very good grasp of the work we do for customers (‘The What’), but what is far more challenging to unearth is ‘The Why’.
Beyond Philosophy
FEBRUARY 24, 2022
One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career.
ShepHyken
FEBRUARY 23, 2022
When you flip a light switch, you know exactly what to expect. The light comes on – right away. No hesitation. It happens immediately. . The human brain loves instant results. Let’s use the TV as an example. It was a number of years ago, but I remember the frustrating feeling like it was yesterday.
Myra Golden Media
FEBRUARY 5, 2022
Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and join me live! . Customer Experience Design
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
Steve DiGioia
FEBRUARY 24, 2022
Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies.
Nextiva
FEBRUARY 9, 2022
Nextiva was named a G2 Best Software Award winner in two categories: Collaboration & Productivity and Global Sellers.
Bill Quiseng
FEBRUARY 7, 2022
Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish.
Beyond Philosophy
FEBRUARY 17, 2022
My company had a significant birthday this year. Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row.
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
ShepHyken
FEBRUARY 2, 2022
I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about.
Myra Golden Media
FEBRUARY 14, 2022
Is every other customer demanding, “Get me a manager?” ” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times.
Virtual Live Labs
FEBRUARY 6, 2022
According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent).
Callminer
FEBRUARY 22, 2022
Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call center services
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
aircall
FEBRUARY 23, 2022
To fuel the future of voice, HubSpot is making a strategic investment in Aircall, its #1 most installed telephony partner. This funding complements our shared customer-centric missions of delivering best-in-class technology paired with outstanding customer experiences for small and medium businesses.
Beyond Philosophy
FEBRUARY 16, 2022
The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior.
ShepHyken
FEBRUARY 22, 2022
Teaching Employees How to Smile. Serving Internal Customers First. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first.
Help Scout
FEBRUARY 11, 2022
Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well. Read the full article
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ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?
Guru
FEBRUARY 24, 2022
We’re officially introducing Guru’s new free user role: Light users. This user role makes it easy for you to get your entire company on the same page and into the same knowledge base. company news
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success.
kommunicate
FEBRUARY 26, 2022
Last Updated on February 26, 2022 Customer service has always been important, but as the economy becomes more competitive, it is even more important that clients have a smooth interaction with your company. That’s the only way to retain customers and continue to grow in this economic climate.
Beyond Philosophy
FEBRUARY 26, 2022
Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? It reminds me of the phrase, “Crossing the Rubicon.”
Advertiser: ZoomInfo
More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.
ShepHyken
FEBRUARY 14, 2022
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. Are You Asking the Right Customer Experience Questions? by Janelle Estes.
Help Scout
FEBRUARY 4, 2022
Every support person needs to know how to deal with difficult customers. Read about different types of difficult customers and the best ways to help them. Read the full article
Guru
FEBRUARY 16, 2022
Maintaining efficient processes and a strong workflow is crucial to running a successful business. thought leadership
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