Sat.Jan 15, 2022 - Fri.Jan 21, 2022

5 Playbooks Every CSM Team Should Have

ClientSuccess

For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture.

3 Contact Center Industry Trends You Shouldn’t Ignore

Fonolo

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition.

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What is Customer Churn & What Does It Mean for Your Company

Kapta

“Churn” is a term that gets used a lot in Account Management and Customer Success conversations. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). Customer Success Key Account Management Tools

De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & 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!

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR).

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Do You Confirm? How Uncertainty Costs You Money

Steve DiGioia

There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask).

Building the Right Path to Cloud

ConvergeOne

While many organizations have begun their cloud journeys, most are nowhere near complete. No matter where you happen to be in your cloud journey, it is important that you set priorities and identify optimal outcomes before advancing any further.

Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining

Beyond Philosophy

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID.

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Delivering a Consistent and Human Customer Care Experience

Contact Center Pipeline

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

A Small but Powerful Surprise

Shep Hyken

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business?

Land your Next Customer Success Manager Job with these 3 Tips

Totango

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start.

Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means.

Ch-Ch-Changes

Contact Center Pipeline

David Bowie was a British singer/songwriter and actor, and one of the most influential musicians of the 20th century. Most fans and music critics agree that Bowie’s most innovative work came during the 1970s, which he kicked off in 1971 with the release of an album called Hunky Dory.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Guru + Typeform: A Better Way to Make Knowledge Sticky

Guru

At Guru, we often talk about the 70/20/10 rule of learning. For many people, structured training is the first thing that comes to mind when they think about how learning happens.

Three Key Challenges Healthcare CX Leaders Face Today

Uniphore

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today.

Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining, This Is…

Beyond Philosophy

Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

How to Avoid Providing a Bad Customer Service Experience

Working Solutions Outsourcing

We’ve all been there. One negative experience with a brand can affect our future relationship with a company. If your customer service team is unable to transform a negative interaction into a positive one, it could mean the loss of that customer.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Omnichannel Customer Engagement – Lots to Love But How to Choose?

Comm100

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence.

Ratio Scale: Definition, Characteristics & Examples

ProProfs Chat

While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale.

13 Most Inspiring Marketing Quotes and Questions to Live By in 2022

C3Centricity

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation.

From CEO Rob McDougall: Where Have All the People Gone?

Upstream Works

Two years of the COVID-19 pandemic have changed the business landscape in countless ways. Remote working has been significantly accelerated, as have the technologies used to support it.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Next Speaking Opp - VON3 Summit, Next Tuesday

Jon Arnold

We’re all still trapped in our virtual worlds and bubble spaces, but the work continues. For now, all the industry events are virtual - at least for me - and I’ll be speaking at one next week.

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90+ Market Research Questions to Ask Your Customers

ProProfs Chat

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ?

Industry Report: State of the Contact Center 2022

Fonolo

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!

Top 11 Reasons How Travel Companies Can Benefit from Outsourcing Customer Care

Working Solutions

A travel agency’s business growth and customer satisfaction depend on quality customer service. As the travel & hospitality industries grow, your company requires more support than ever before.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

How AI Can Help Overcome Hurdles and Help Brand Reputation in Collections

Interactions

The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations.

Rating Scale: Definition, Types, Questions & Examples

ProProfs Chat

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. .

Contact Center vs. Call Center: Which Is Best For Your Company?

Quality Contact Solutions

As your company grows, you want to ensure that your customers and clients get excellent customer service. The challenge is that you don’t have the means or bodies to create your in-house customer service team.