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Envelope-to: suzana@digitalaesthetics.org
Delivery-date: Tue, 02 May 2023 07:13:20 -0400
Subject: =?utf-8?Q?=5BUp=20in=20the=20Cloud=5D=20How=20to=20handle=20emotions=20and=20turn=20them=20into=20good=20CX?=
From: =?utf-8?Q?Petr=20from=20CloudTalk?= <petr.gadlina@cloudtalk.io>
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To: =?utf-8?Q?Suzana?= <suzana@digitalaesthetics.org>
Date: Tue,  2 May 2023 11:09:26 +0000
Message-ID: <bbcbcf497c77cd0f9eab0fb21.bfaf7fa740.20230502110915.559aae5f95.a7cd1db1@mail36.suw91.mcdlv.net>
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This is a multi-part message in MIME format

--_----------=_MCPart_640716018
Content-Type: text/plain; charset="utf-8"; format="fixed"
Content-Transfer-Encoding: quoted-printable

Learn how to keep emotions in check and your company in the green =E2=98=
=BA=EF=B8=8F

View this email in your browser (https://mailchi.mp/cloudtalk.io/october-d=
igest-can-you-triple-your-calls-by-9316720?e=3Dbfaf7fa740)
https://bit.ly/40wWhgq?utm_source=3DContent+NL&utm_campaign=3D559aae5f95-E=
MAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=3D0_ca9=
b1c3eb9-559aae5f95-595631795

Hi Suzana=2C  first things first=2C we love you. =F0=9F=92=99

Some say May is the time of love. Unfortunately=2C the odds are that love=
 won't be the only emotion your company will receive this month.

So today=2C we're going to highlight several resources to help you handle=
 negative customer and employee emotions and promote positive ones.

Show people love=2C and hopefully=2C they'll return it in the form of cust=
omer loyalty and recurring revenue. =F0=9F=92=B8

** How to Turn Angry Callers into Loyal Customers
------------------------------------------------------------
https://bit.ly/3AKSIrH?utm_source=3DContent+NL&utm_campaign=3D559aae5f95-E=
MAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=3D0_ca9=
b1c3eb9-559aae5f95-595631795

Let's not mince words. Angry customers are a nightmare.

For you=2C the company=2C because they have a nasty habit of churning and=
 leaving negative reviews=2C damaging both your revenue and reputation.

For your agents=2C too=2C because confrontation chips away at their mental=
 well-being and productivity.

However=2C it doesn't have to be this way. These negative outcomes only ha=
ppen if:

* Your agents aren't trained to deal with angry customers;
* The underlying issue behind the caller's anger isn't addressed.

We couldn't stand to watch agents and entire call centers struggle any lon=
ger. And so=2C we gathered the know-how from both our internal teams and e=
xternal customers and compiled a list of simple but effective strategies f=
or handling angry callers. Here's the TL;DR for that:

1. Prioritize active listening
2. Apologize first (when appropriate)
3. Be empathetic
4. Keep calm
5. Don't take it personally
6. Use the customer's name
7. Stay positive and provide solutions
8. Stick to the facts
9. Be loyal to the company

Of course=2C there's much more to each step=2C but we value your time far=
 too much to keep going. If you're interested=2C you can find all the deta=
ils and practical examples in our article 9 Effective Ways to Handle Angry=
 Customers (https://bit.ly/3Lnv5dG?utm_source=3DContent+NL&utm_campaign=3D=
559aae5f95-EMAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_=
term=3D0_ca9b1c3eb9-559aae5f95-595631795) .

Alternatively=2C here's our streamlined and easily-shareable take on the s=
ubject in video form.
Watch the video! (https://bit.ly/3VofS0A?utm_source=3DContent+NL&utm_campa=
ign=3D559aae5f95-EMAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demai=
l&utm_term=3D0_ca9b1c3eb9-559aae5f95-595631795)
G2 banner

P.S. If you wonder about credentials=2C we won 120 G2 badges (https://bit.=
ly/3ALIzek?utm_source=3DContent+NL&utm_campaign=3D559aae5f95-EMAIL_CAMPAIG=
N_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=3D0_ca9b1c3eb9-559a=
ae5f95-595631795) across all categories and markets and were named t=
he absolute best in the Contact Center Workforce category.

That should be enough to show CloudTalk's dedication and expertise in deve=
loping top-notch software to streamline call center management of employee=
s' schedules=2C activities=2C and performance. =F0=9F=98=89

** Why Good Employee Experience Is Key for Great CX
------------------------------------------------------------

We've all read numerous articles that keep going on and on about the impor=
tance of great customer service (including ours=2C whoops!). Still=2C we s=
eldom see someone cover employee experience. And that's a crying shame bec=
ause the two are closely related.

You see=2C the mathematics of why successful companies like Zappos and Rit=
z-Carlton invest so heavily in keeping their employees happy is simple. A=
 satisfied workforce performs better.

Positive Employee Experience =E2=86=92 Good Employee Engagement =E2=86=92=
 Great Customer Experience

In their article Why Customer Experience is a Reflection of Employee Exper=
ience (https://bit.ly/3oUQumZ?utm_source=3DContent+NL&utm_campaign=3D559aa=
e5f95-EMAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=
=3D0_ca9b1c3eb9-559aae5f95-595631795) =2C Nicereply outlines the key=
 3 benefits to creating a workplace culture and environment people love to=
 engage with. Here's the TL;DR for that:

1. Increased Employee Engagement & Efficiency
2. Better Customer Service
3. More Employee Brand Advocates

If you're interested in learning more about the topic and reading some con=
vincing statistics to sell you on the concept=2C we recommend you read the=
 article in full. Furthermore=2C Nicereply has a great free ebook that'll=
 complement your learnings with several tips on improving your customer ex=
perience.

In Removing Friction Points: How to Provide an Effortless Experience (http=
s://bit.ly/3NvRqbU?utm_source=3DContent+NL&utm_campaign=3D559aae5f95-EMAIL=
_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=3D0_ca9b1c3=
eb9-559aae5f95-595631795) =2C you'll find:

* 5 tips to reduce customer effort;
* 6 ways you could be making your customers' lives difficult;
* 4 pillars of low-effort CX;
* A step-by-step guide with real-world examples.

** Automating Your Customers' Happiness
------------------------------------------------------------
https://bit.ly/42hOpjd?utm_source=3DContent+NL&utm_campaign=3D559aae5f95-E=
MAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=3D0_ca9=
b1c3eb9-559aae5f95-595631795

Finally=2C we'll close out on a handy how-to resource to help you take som=
e pressure off your employees and provide a faster=2C even more streamline=
d customer experience.

Many call centers get bogged down with mundane and repetitive busy work. H=
owever=2C recent advancements in business technologies have made it possib=
le to automate much of the mind-numbing work agents have to deal with dail=
y. This results in better efficiency=2C higher productivity=2C lower costs=
=2C and improved accuracy.

Here are just a few common use cases for workflow automation:

* Automatic follow-ups for calls and messages;
* Log conversation transcriptions into your CRM;
* Automatic ticket creation in your helpdesk;
* Easy export of call details into CRM=2C helpdesk=2C or eCommerce tools.

You can learn more about workflow automation and how to set it up and stre=
amline your work processes in the video below=2C so be sure to check it ou=
t!

Watch the video! (https://bit.ly/44jz9nQ?utm_source=3DContent+NL&utm_campa=
ign=3D559aae5f95-EMAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demai=
l&utm_term=3D0_ca9b1c3eb9-559aae5f95-595631795)

** Dressed to impress
------------------------------------------------------------

All this chatting about delivering really good CX also made us forget some=
thing important we=E2=80=99ve been meaning to share: CloudTalk has rebrand=
ed!

At CloudTalk=2C it isn=E2=80=99t just about our software. It=E2=80=99s abo=
ut understanding our customers=2C industry trends=2C community=2C and even=
 the moment we=E2=80=99re living in.

That comes with a lot of attention to detail=2C and=2C well=2C our brand s=
hould be no exception.

So after months of hard work=2C we=E2=80=99re happy to announce we=E2=80=
=99re looking a little bluer=2C rounder=2C and a lot more playful while ha=
ving the exact same commitment to exceptional CX you=E2=80=99ve come to ex=
pect from us.

So with that said=2C we invite you to visit our website and browse around!=
 (https://bit.ly/40PW3jS?utm_source=3DContent+NL&utm_campaign=3D559aae5f95=
-EMAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=3D0_c=
a9b1c3eb9-559aae5f95-595631795)

We hope you like it!

** Follow us!
------------------------------------------------------------
https://www.facebook.com/CloudTalkCallCenter/?utm_source=3DContent+NL&utm_=
campaign=3D559aae5f95-EMAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=
=3Demail&utm_term=3D0_ca9b1c3eb9-559aae5f95-595631795 https://www.li=
nkedin.com/company/cloudtalk.io/?utm_source=3DContent+NL&utm_campaign=3D55=
9aae5f95-EMAIL_CAMPAIGN_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_te=
rm=3D0_ca9b1c3eb9-559aae5f95-595631795 https://www.instagram.com/clo=
udtalk_io/?utm_source=3DContent+NL&utm_campaign=3D559aae5f95-EMAIL_CAMPAIG=
N_2022_10_10_08_54_COPY_01&utm_medium=3Demail&utm_term=3D0_ca9b1c3eb9-559a=
ae5f95-595631795

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<span class=3D"mcnPreviewText" style=3D"displa=
y:none; font-size:0px; line-height:0px; max-height:0px; max-width:0px; opa=
city:0; overflow:hidden; visibility:hidden; mso-hide:all;">Learn how to ke=
ep emotions in check and your company in the green =E2=98=BA=EF=B8=8F</spa=
n>

<center>
<table border=3D"0" cellpadding=3D"0" cellspacing=3D"0" height=3D"100%" wi=
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0" cellspacing=3D"0" width=3D"100%" role=3D"presentation"><tbody><tr><td s=
tyle=3D"padding-top:0;padding-bottom:0;padding-right:24px;padding-left:24p=
x" class=3D"mceBlockContainer" valign=3D"top"><div data-block-id=3D"1" cla=
ss=3D"mceText" id=3D"dataBlockId-1" style=3D"width:100%"><p class=3D"last-=
child"><a href=3D"https://mailchi.mp/cloudtalk.io/october-digest-can-you-t=
riple-your-calls-by-9316720?e=3Dbfaf7fa740">View this email in your browser<=
/a></p></div></td></tr><tr><td style=3D"padding-top:12px;padding-bottom:12=
px;padding-right:0;padding-left:0" class=3D"mceBlockContainer" align=3D"fu=
ll" valign=3D"top"><a href=3D"https://cloudtalk.us14.list-manage.com/track=
/click?u=3Dbbcbcf497c77cd0f9eab0fb21&id=3Dcd1e1e2833&e=3Dbfaf7fa740" styl=
e=3D"display:block" target=3D"_blank" data-block-id=3D"6"><img width=3D"66=
0" style=3D"border:0;width:660px;height:auto;max-width:100%;display:block"=
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7c77cd0f9eab0fb21/images/4e061a23-454e-0b63-eeda-4cb0b94ec824.png?w=3D564&=
dpr=3D2" class=3D"" /></a></td></tr><tr><td style=3D"background-color:tran=
sparent;padding-top:0;padding-bottom:0;padding-right:0;padding-left:0" cla=
ss=3D"mceBlockContainer" valign=3D"top"><table border=3D"0" cellpadding=3D=
"0" cellspacing=3D"0" width=3D"100%" style=3D"background-color:transparent=
" role=3D"presentation" data-block-id=3D"45"><tbody><tr><td style=3D"min-w=
idth:100%;border-top:20px solid transparent" valign=3D"top"></td></tr></tb=
ody></table></td></tr><tr><td style=3D"padding-top:15px;padding-bottom:35p=
x;padding-right:50px;padding-left:50px" class=3D"mceBlockContainer" valign=
=3D"top"><div data-block-id=3D"18" class=3D"mceText" id=3D"dataBlockId-18"=
 style=3D"width:100%"><p><span style=3D"font-size: 16px"><span style=3D"fo=
nt-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Hi Suzana=2C </span></span><span style=3D"font-family: Arial=2C 'Helvetic=
a Neue'=2C Helvetica=2C sans-serif">=C2=A0first things first=2C we love yo=
u. =F0=9F=92=99</span></p><p><br /></p><p><br /></p><p><span style=3D"font=
-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Some say Ma=
y is the time of love. Unfortunately=2C the odds are that love won't be th=
e only emotion your company will receive this month.=C2=A0</span></p><p><b=
r /></p><p><span style=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvet=
ica=2C sans-serif">So today=2C we're going to highlight several resources=
 to help you handle negative customer and employee emotions and promote po=
sitive ones.=C2=A0</span></p><p><br /></p><p class=3D"last-child"><span st=
yle=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">=
Show people love=2C and hopefully=2C they'll return it in the form of cust=
omer loyalty and recurring revenue. =F0=9F=92=B8</span></p></div></td></tr=
><tr><td style=3D"background-color:transparent;padding-top:20px;padding-bo=
ttom:20px;padding-right:24px;padding-left:24px" class=3D"mceBlockContainer=
" valign=3D"top"><table border=3D"0" cellpadding=3D"0" cellspacing=3D"0" w=
idth=3D"100%" style=3D"background-color:transparent" role=3D"presentation"=
 data-block-id=3D"77"><tbody><tr><td style=3D"min-width:100%;border-top:2p=
x solid #000000" valign=3D"top"></td></tr></tbody></table></td></tr><tr><t=
d style=3D"padding-top:30px;padding-bottom:15px;padding-right:50px;padding=
-left:50px" class=3D"mceBlockContainer" valign=3D"top"><div data-block-id=
=3D"20" class=3D"mceText" id=3D"dataBlockId-20" style=3D"width:100%"><h3 c=
lass=3D"last-child">How to Turn Angry Callers into Loyal Customers</h3></d=
iv></td></tr><tr><td style=3D"padding-top:12px;padding-bottom:12px;padding=
-right:0;padding-left:0" class=3D"mceBlockContainer" align=3D"center" vali=
gn=3D"top"><a href=3D"https://cloudtalk.us14.list-manage.com/track/click?u=
=3Dbbcbcf497c77cd0f9eab0fb21&id=3D04d6ada44c&e=3Dbfaf7fa740" style=3D"dis=
play:block" target=3D"_blank" data-block-id=3D"92"><img width=3D"564" styl=
e=3D"border:0;width:564px;height:auto;max-width:100%;display:block" alt=3D=
"Video banner" src=3D"https://dim.mcusercontent.com/cs/bbcbcf497c77cd0f9ea=
b0fb21/images/1ddac5ec-cfe8-43d3-1044-a1c4ba1724d1.jpeg?w=3D564&dpr=3D2" c=
lass=3D"" /></a></td></tr><tr><td style=3D"padding-top:15px;padding-bottom=
:35px;padding-right:50px;padding-left:50px" class=3D"mceBlockContainer" va=
lign=3D"top"><div data-block-id=3D"55" class=3D"mceText" id=3D"dataBlockId=
-55" style=3D"width:100%"><p><br /></p><p><span style=3D"font-family: Aria=
l=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Let's not mince words. A=
ngry customers are a nightmare.=C2=A0</span></p><p><br /></p><p><span styl=
e=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Fo=
r you=2C the company=2C because they have a nasty habit of churning and le=
aving negative reviews=2C damaging both your revenue and reputation. <br /=
><br />For your agents=2C too=2C because confrontation chips away at their=
 mental well-being and productivity.</span></p><p><br /></p><p><strong><sp=
an style=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-se=
rif">However=2C it doesn't have to be this way. These negative outcomes on=
ly happen if:</span></strong></p><p><br /></p><ul><li><p><strong><span sty=
le=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Y=
our agents aren't trained to deal with angry customers;</span></strong></p=
></li><li><p><strong><span style=3D"font-family: Arial=2C 'Helvetica Neue'=
=2C Helvetica=2C sans-serif">The underlying issue behind the caller's ange=
r isn't addressed.</span></strong></p></li></ul><p><br /></p><p><span styl=
e=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">We=
 couldn't stand to watch agents and entire call centers struggle any longe=
r. And so=2C we gathered the know-how from both our internal teams and ext=
ernal customers and compiled a list of simple but effective strategies for=
 handling angry callers. </span><strong><span style=3D"font-family: Arial=
=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Here's the TL;DR for that=
:</span></strong></p><p><br /></p><ol><li><p><strong><span style=3D"font-f=
amily: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Prioritize ac=
tive listening</span></strong></p></li><li><p><strong><span style=3D"font-=
family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Apologize fi=
rst (when appropriate)</span></strong></p></li><li><p><strong><span style=
=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Be=
 empathetic</span></strong></p></li><li><p><strong><span style=3D"font-fam=
ily: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Keep calm</span=
></strong></p></li><li><p><strong><span style=3D"font-family: Arial=2C 'He=
lvetica Neue'=2C Helvetica=2C sans-serif">Don't take it personally</span><=
/strong></p></li><li><p><strong><span style=3D"font-family: Arial=2C 'Helv=
etica Neue'=2C Helvetica=2C sans-serif">Use the customer's name</span></st=
rong></p></li><li><p><strong><span style=3D"font-family: Arial=2C 'Helveti=
ca Neue'=2C Helvetica=2C sans-serif">Stay positive and provide solutions</=
span></strong></p></li><li><p><strong><span style=3D"font-family: Arial=2C=
 'Helvetica Neue'=2C Helvetica=2C sans-serif">Stick to the facts</span></s=
trong></p></li><li><p><strong><span style=3D"font-family: Arial=2C 'Helvet=
ica Neue'=2C Helvetica=2C sans-serif">Be loyal to the company</span></stro=
ng></p></li></ol><p><br /></p><p><span style=3D"font-family: Arial=2C 'Hel=
vetica Neue'=2C Helvetica=2C sans-serif">Of course=2C there's much more to=
 each step=2C but we value your time far too much to keep going. If you're=
 interested=2C you can find all the details and practical examples in our=
 article </span><a href=3D"https://cloudtalk.us14.list-manage.com/track/cl=
ick?u=3Dbbcbcf497c77cd0f9eab0fb21&id=3Ddf25b4a359&e=3Dbfaf7fa740"><span s=
tyle=3D"font-family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif"=
>9 Effective Ways to Handle Angry Customers</span></a><span style=3D"font-=
family: Arial=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">.=C2=A0</spa=
n></p><p><br /></p><p class=3D"last-child"><span style=3D"font-family: Ari=
al=2C 'Helvetica Neue'=2C Helvetica=2C sans-serif">Alternatively=2C here's=
 our streamlined and easily-shareable take on the subject in video form.</=
span></p></div></td></tr><tr><td style=3D"padding-top:12px;padding-bottom:=
12px;padding-right:50px;padding-left:50px" class=3D"mceBlockContainer" ali=
gn=3D"left" valign=3D"top"><table align=3D"left" border=3D"0" cellpadding=
=3D"0" cellspacing=3D"0" role=3D"presentation" data-block-id=3D"89"><tbody=
><tr class=3D"mceStandardButton"><td style=3D"background-color:#0527ff;bor=
der-radius:8px;text-align:center" class=3D"mceButton" valign=3D"top"><a hr=
ef=3D"https://cloudtalk.us14.list-manage.com/track/click?u=3Dbbcbcf497c77c=
d0f9eab0fb21&id=3D930eef56b3&e=3Dbfaf7fa740" target=3D"_blank" style=3D"b=
ackground-color:#0527ff;border-radius:8px;border:2px solid #0527ff;color:#=
ffffff;display:block;font-family:Arial=2C 'Helvetica Neue'=2C Helvetica=2C=
 sans-serif;font-size:18px;font-weight:bold;font-style:normal;padding:16px=
 28px;text-decoration:none;min-width:30px;text-align:center;direction:ltr;=
letter-spacing:0px">Watch the video!</a></td></tr><tr>

</tr></tbody></table></td></tr><tr><td style=3D"background-color:transpare=
nt;padding-top:20px;padding-bottom:20px;padding-right:24px;padding-left:24=
px" class=3D"mceBlockContainer" valign=3D"top"><table border=3D"0" cellpad=
ding=3D"0" cellspacing=3D"0" width=3D"100%" style=3D"background-color:tran=
sparent" role=3D"presentation" data-block-id=3D"95"><tbody><tr><td style=
=3D"min-width:100%;border-top:2px solid #000000" valign=3D"top"></td></tr>=
</tbody></table></td></tr><tr><td style=3D"padding-top:12px;padding-bottom=
:12px;padding-right:0;padding-left:0" class=3D"mceBlockContainer" align=3D=
"center" valign=3D"top"><img data-block-id=3D"94" width=3D"564" style=3D"w=
idth:564px;height:auto;max-width:100%;display:block" alt=3D"G2 banner" src=
=3D"https://dim.mcusercontent.com/cs/bbcbcf497c77cd0f9eab0fb21/images/c071=
8a59-c276-4c72-944d-45865a451deb.jpeg?w=3D564&dpr=3D2" class=3D"" /></td><=
/tr><tr><td style=3D"padding-top:15px;padding-bottom:35px;padding-right:50=
px;padding-left:50px" class=3D"mceBlockContainer" valign=3D"top"><div data=
-block-id=3D"93" class=3D"mceText" id=3D"dataBlockId-93" style=3D"width:10=
0%"><p><br /></p><p><strong>P.S.</strong> If you wonder about credentials=
=2C we won <a href=3D"https://cloudtalk.us14.list-manage.com/track/click?u=
=3Dbbcbcf497c77cd0f9eab0fb21&id=3D5571a33c1a&e=3Dbfaf7fa740">120 G2 badge=
s</a> across all categories and markets and were named the absolute best i=
n the <strong>Contact Center Workforce category.=C2=A0</strong></p><p><br=
 /></p><p>That should be enough to show CloudTalk's dedication and experti=
se in developing top-notch software to streamline call center management o=
f employees' schedules=2C activities=2C and performance. =F0=9F=98=89</p><=
p class=3D"last-child"><br /></p></div></td></tr><tr><td style=3D"backgrou=
nd-color:transparent;padding-top:20px;padding-bottom:20px;padding-right:24=
px;padding-left:24px" class=3D"mceBlockContainer" valign=3D"top"><table bo=
rder=3D"0" cellpadding=3D"0" cellspacing=3D"0" width=3D"100%" style=3D"bac=
kground-color:transparent" role=3D"presentation" data-block-id=3D"85"><tbo=
dy><tr><td style=3D"min-width:100%;border-top:2px solid #000000" valign=3D=
"top"></td></tr></tbody></table></td></tr><tr><td style=3D"padding-top:30p=
x;padding-bottom:15px;padding-right:50px;padding-left:50px" class=3D"mceBl=
ockContainer" valign=3D"top"><div data-block-id=3D"84" class=3D"mceText" i=
d=3D"dataBlockId-84" style=3D"width:100%"><h2 class=3D"last-child">Why Goo=
d Employee Experience Is Key for Great CX</h2></div></td></tr><tr><td styl=
e=3D"padding-top:11px;padding-bottom:15px;padding-right:50px;padding-left:=
50px" class=3D"mceBlockContainer" valign=3D"top"><div data-block-id=3D"72"=
 class=3D"mceText" id=3D"dataBlockId-72" style=3D"width:100%"><p><br /></p=
><p>We've all read numerous articles that keep going on and on about the i=
mportance of great customer service (including ours=2C whoops!). Still=2C=
 we seldom see someone cover employee experience. And that's a crying sham=
e because the two are closely related.=C2=A0</p><p><br /></p><p>You see=2C=
 the mathematics of why successful companies like Zappos and Ritz-Carlton=
 invest so heavily in keeping their employees happy is simple. A satisfied=
 workforce performs better.</p><p><br /></p><p><strong>Positive Employee E=
xperience =E2=86=92 Good Employee Engagement =E2=86=92 Great Customer Expe=
rience</strong></p><p><br /></p><p>In their article <a href=3D"https://clo=
udtalk.us14.list-manage.com/track/click?u=3Dbbcbcf497c77cd0f9eab0fb21&id=
=3D0002d28bec&e=3Dbfaf7fa740">Why Customer Experience is a Reflection of=
 Employee Experience</a>=2C <strong>Nicereply</strong> outlines the key 3=
 benefits to creating a workplace culture and environment people love to e=
ngage with. <strong>Here's the TL;DR for that:</strong></p><p><br /></p><o=
l><li><p><strong>Increased Employee Engagement &amp; Efficiency</strong></=
p></li><li><p><strong>Better Customer Service</strong></p></li><li><p><str=
ong>More Employee Brand Advocates</strong></p></li></ol><p><br /></p><p>If=
 you're interested in learning more about the topic and reading some convi=
ncing statistics to sell you on the concept=2C we recommend you read the a=
rticle in full. Furthermore=2C <strong>Nicereply</strong> has a great free=
 ebook that'll complement your learnings with several tips on improving yo=
ur customer experience.</p><p><br /></p><p>In <a href=3D"https://cloudtalk=
=2Eus14.list-manage.com/track/click?u=3Dbbcbcf497c77cd0f9eab0fb21&id=3D2fb1a=
70672&e=3Dbfaf7fa740">Removing Friction Points: How to Provide an Effortl=
ess Experience</a>=2C you'll find:</p><p><br /></p><ul class=3D"last-child=
"><li><p><strong>5 tips to reduce customer effort;</strong></p></li><li><p=
><strong>6 ways you could be making your customers' lives difficult;</stro=
ng></p></li><li><p><strong>4 pillars of low-effort CX;</strong></p></li><l=
i><p><strong>A step-by-step guide with real-world examples.</strong></p></=
li></ul></div></td></tr><tr><td style=3D"background-color:transparent;padd=
ing-top:20px;padding-bottom:20px;padding-right:24px;padding-left:24px" cla=
ss=3D"mceBlockContainer" valign=3D"top"><table border=3D"0" cellpadding=3D=
"0" cellspacing=3D"0" width=3D"100%" style=3D"background-color:transparent=
" role=3D"presentation" data-block-id=3D"88"><tbody><tr><td style=3D"min-w=
idth:100%;border-top:2px solid #000000" valign=3D"top"></td></tr></tbody><=
/table></td></tr><tr><td style=3D"padding-top:30px;padding-bottom:15px;pad=
ding-right:50px;padding-left:50px" class=3D"mceBlockContainer" valign=3D"t=
op"><div data-block-id=3D"71" class=3D"mceText" id=3D"dataBlockId-71" styl=
e=3D"width:100%"><h2 class=3D"last-child">Automating Your Customers' Happi=
ness</h2></div></td></tr><tr><td style=3D"padding-top:12px;padding-bottom:=
12px;padding-right:0;padding-left:0" class=3D"mceBlockContainer" align=3D"=
center" valign=3D"top"><a href=3D"https://cloudtalk.us14.list-manage.com/t=
rack/click?u=3Dbbcbcf497c77cd0f9eab0fb21&id=3Dfe8cb687ad&e=3Dbfaf7fa740"=
 style=3D"display:block" target=3D"_blank" data-block-id=3D"66"><img width=
=3D"564" style=3D"border:0;width:564px;height:auto;max-width:100%;display:=
block" alt=3D"Video banner" src=3D"https://dim.mcusercontent.com/cs/bbcbcf=
497c77cd0f9eab0fb21/images/decc746a-19d6-c0a6-2f3e-dab42d97a19f.jpeg?w=3D5=
64&dpr=3D2" class=3D"" /></a></td></tr><tr><td style=3D"padding-top:11px;p=
adding-bottom:15px;padding-right:50px;padding-left:50px" class=3D"mceBlock=
Container" valign=3D"top"><div data-block-id=3D"90" class=3D"mceText" id=
=3D"dataBlockId-90" style=3D"width:100%"><p><br /></p><p>Finally=2C we'll=
 close out on a handy how-to resource to help you take some pressure off y=
our employees and provide a faster=2C even more streamlined customer exper=
ience.=C2=A0</p><p><br /></p><p>Many call centers get bogged down with mun=
dane and repetitive busy work. However=2C recent advancements in business=
 technologies have made it possible to automate much of the mind-numbing w=
ork agents have to deal with daily. This results in <strong>better efficie=
ncy=2C higher productivity=2C lower costs=2C</strong> and <strong>improved=
 accuracy</strong>.=C2=A0</p><p><br /></p><p>Here are just a few common us=
e cases for workflow automation:</p><p><br /></p><ul><li><p><strong>Automa=
tic follow-ups for calls and messages;</strong></p></li><li><p><strong>Log=
 conversation transcriptions into your CRM;</strong></p></li><li><p><stron=
g>Automatic ticket creation in your helpdesk;</strong></p></li><li><p><str=
ong>Easy export of call details into CRM=2C helpdesk=2C or eCommerce tools=
=2E</strong></p></li></ul><p><br /></p><p>You can learn more about workflow=
 automation and how to set it up and streamline your work processes in the=
 video below=2C so be sure to check it out!</p><p class=3D"last-child"><br=
 /></p></div></td></tr><tr><td style=3D"padding-top:12px;padding-bottom:12=
px;padding-right:50px;padding-left:50px" class=3D"mceBlockContainer" align=
=3D"left" valign=3D"top"><table align=3D"left" border=3D"0" cellpadding=3D=
"0" cellspacing=3D"0" role=3D"presentation" data-block-id=3D"98"><tbody><t=
r class=3D"mceStandardButton"><td style=3D"background-color:#0527ff;border=
-radius:8px;text-align:center" class=3D"mceButton" valign=3D"top"><a href=
=3D"https://cloudtalk.us14.list-manage.com/track/click?u=3Dbbcbcf497c77cd0=
f9eab0fb21&id=3Dc9554cbc6a&e=3Dbfaf7fa740" target=3D"_blank" style=3D"bac=
kground-color:#0527ff;border-radius:8px;border:2px solid #0527ff;color:#ff=
ffff;display:block;font-family:Arial=2C 'Helvetica Neue'=2C Helvetica=2C s=
ans-serif;font-size:18px;font-weight:bold;font-style:normal;padding:16px 2=
8px;text-decoration:none;min-width:30px;text-align:center;direction:ltr;le=
tter-spacing:0px">Watch the video!</a></td></tr><tr>

</tr></tbody></table></td></tr><tr><td style=3D"background-color:transpare=
nt;padding-top:20px;padding-bottom:20px;padding-right:24px;padding-left:24=
px" class=3D"mceBlockContainer" valign=3D"top"><table border=3D"0" cellpad=
ding=3D"0" cellspacing=3D"0" width=3D"100%" style=3D"background-color:tran=
sparent" role=3D"presentation" data-block-id=3D"97"><tbody><tr><td style=
=3D"min-width:100%;border-top:2px solid #000000" valign=3D"top"></td></tr>=
</tbody></table></td></tr><tr><td style=3D"padding-top:30px;padding-bottom=
:15px;padding-right:50px;padding-left:50px" class=3D"mceBlockContainer" va=
lign=3D"top"><div data-block-id=3D"96" class=3D"mceText" id=3D"dataBlockId=
-96" style=3D"width:100%"><h2 class=3D"last-child">Dressed to impress</h2>=
</div></td></tr><tr><td style=3D"padding-top:11px;padding-bottom:50px;padd=
ing-right:50px;padding-left:50px" class=3D"mceBlockContainer" valign=3D"to=
p"><div data-block-id=3D"19" class=3D"mceText" id=3D"dataBlockId-19" style=
=3D"width:100%"><p><br /></p><p>All this chatting about delivering really=
 good CX also made us forget something important we=E2=80=99ve been meanin=
g to share: <strong>CloudTalk has rebranded!</strong></p><p><br /></p><p>A=
t CloudTalk=2C it isn=E2=80=99t <strong>just</strong> about our software.=
 It=E2=80=99s about understanding our customers=2C industry trends=2C comm=
unity=2C and even the moment we=E2=80=99re living in.</p><p><br /></p><p>T=
hat comes with a lot of attention to detail=2C and=2C well=2C our brand sh=
ould be no exception.</p><p><br /></p><p>So after months of hard work=2C w=
e=E2=80=99re happy to announce we=E2=80=99re looking a little bluer=2C rou=
nder=2C and a lot more playful while having the exact same commitment to e=
xceptional CX you=E2=80=99ve come to expect from us.=C2=A0</p><p><br /></p=
><p>So with that said=2C we invite you to visit our <a href=3D"https://clo=
udtalk.us14.list-manage.com/track/click?u=3Dbbcbcf497c77cd0f9eab0fb21&id=
=3D5a2b789ac6&e=3Dbfaf7fa740" target=3D"_blank"><strong>website and brows=
e around!</strong></a></p><p><br /></p><p>We hope you like it!</p><p class=
=3D"last-child"><br /></p></div></td></tr><tr><td style=3D"background-colo=
r:#0527ff;padding-top:34px;padding-bottom:12px;padding-right:50px;padding-=
left:50px" class=3D"mceBlockContainer" valign=3D"top"><div data-block-id=
=3D"39" class=3D"mceText" id=3D"dataBlockId-39" style=3D"width:100%"><h3 c=
lass=3D"last-child"><span style=3D"color:#ffffff;"><span style=3D"font-siz=
e: 16px">Follow us!</span></span></h3></div></td></tr><tr><td style=3D"bac=
kground-color:#0527ff;padding-top:12px;padding-bottom:12px;padding-right:5=
0px;padding-left:50px" class=3D"mceLayoutContainer" valign=3D"top"><table=
 align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" width=
=3D"100%" role=3D"presentation" data-block-id=3D"10"><tbody><tr class=3D"m=
ceRow"><td style=3D"background-color:#0527ff;background-position:center;ba=
ckground-repeat:no-repeat;background-size:cover;padding-top:0px;padding-bo=
ttom:0px" valign=3D"top"><table border=3D"0" cellpadding=3D"0" cellspacing=
=3D"24" width=3D"100%" role=3D"presentation"><tbody><tr><td style=3D"margi=
n-bottom:24px" class=3D"mceColumn" data-block-id=3D"-9" valign=3D"top" col=
span=3D"12" width=3D"100%"><table border=3D"0" cellpadding=3D"0" cellspaci=
ng=3D"0" width=3D"100%" role=3D"presentation"><tbody><tr><td align=3D"left=
" valign=3D"top"><table border=3D"0" cellpadding=3D"0" cellspacing=3D"0" w=
idth=3D"" role=3D"presentation" class=3D"mceClusterLayout" data-block-id=
=3D"-8"><tbody><tr><td style=3D"padding-left:6px;padding-top:0;padding-rig=
ht:6px" data-breakpoint=3D"18" valign=3D"top" class=3D"mobileClass-18"><a=
 href=3D"https://cloudtalk.us14.list-manage.com/track/click?u=3Dbbcbcf497c=
77cd0f9eab0fb21&id=3Dae75e74783&e=3Dbfaf7fa740" style=3D"display:block" t=
arget=3D"_blank" data-block-id=3D"-5"><img width=3D"40" style=3D"border:0;=
width:40px;height:auto;max-width:100%;display:block" alt=3D"Facebook icon"=
 src=3D"https://dim.mcusercontent.com/https/cdn-images.mailchimp.com%2Fico=
ns%2Fsocial-block-v3%2Fblock-icons-v3%2Ffacebook-outline-light-40.png?w=3D=
40&dpr=3D2" class=3D"" /></a></td><td style=3D"padding-left:6px;padding-to=
p:0;padding-right:6px" data-breakpoint=3D"18" valign=3D"top" class=3D"mobi=
leClass-18"><a href=3D"https://cloudtalk.us14.list-manage.com/track/click?=
u=3Dbbcbcf497c77cd0f9eab0fb21&id=3D8e47ea24b5&e=3Dbfaf7fa740" style=3D"di=
splay:block" target=3D"_blank" data-block-id=3D"-6"><img width=3D"40" styl=
e=3D"border:0;width:40px;height:auto;max-width:100%;display:block" alt=3D"=
LinkedIn icon" src=3D"https://dim.mcusercontent.com/https/cdn-images.mailc=
himp.com%2Ficons%2Fsocial-block-v3%2Fblock-icons-v3%2Flinkedin-outline-lig=
ht-40.png?w=3D40&dpr=3D2" class=3D"" /></a></td><td style=3D"padding-left:=
6px;padding-top:0;padding-right:6px" data-breakpoint=3D"18" valign=3D"top"=
 class=3D"mobileClass-18"><a href=3D"https://cloudtalk.us14.list-manage.co=
m/track/click?u=3Dbbcbcf497c77cd0f9eab0fb21&id=3D7dfa65c665&e=3Dbfaf7fa740" style=3D"display:block" target=3D"_blank" data-block-id=3D"-7"><img wid=
th=3D"40" style=3D"border:0;width:40px;height:auto;max-width:100%;display:=
block" alt=3D"Instagram icon" src=3D"https://dim.mcusercontent.com/https/c=
dn-images.mailchimp.com%2Ficons%2Fsocial-block-v3%2Fblock-icons-v3%2Finsta=
gram-outline-light-40.png?w=3D40&dpr=3D2" class=3D"" /></a></td></tr></tbo=
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