Wed.Feb 17, 2021

Capacity Planning for Customer Success: A Practical Guide


Simply put, to calculate customer success capacity planning, you basically need just two information: Number of hours needed per month for all your customers (A). Number of hours a CSM can allocate to customers in a month (B). So, the number of CSMs you need (C) is: C = A / B. Is it that simple?

Fresh Ways to Energize Your Digital Customer Engagement

NICE inContact

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers.


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How CX Thinking Will Help Us Prepare for the Next Pandemic


These are challenging times we’re living in—living through might better capture what we’re going through globally. Not only are the people feeling the strain, so are the systems we have designed to support us.

The ER Strategy 2.0: Small Improvements Add Up


Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

How to be a Zero Risk Company

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story It is easy to have excellent customer service when everything is humming along. Which typically happens during your slowest times. Perfect world circumstances are rare and the exception.

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Top 20 Business Challenges for Customer Success and Resources to Help


Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Last year TSIA responded to over 3,000 inquiries from members.

033: The Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service Consistently

The DiJulius Group

Chief Revolution Officer and best-selling author John DiJulius speaks with Ryan Magnon, Senior Principal Operations Lead at Chick-fil-A Corporate.

4 Ways Product Management Can Leverage Online Communities

Vanilla Forums

As a former product marketer, I understand the delicate balance of gathering valuable market research, managing a backlog of enhancement requests coming from multiple departments including support, marketing, sales and more and staying true to the mandate of the product.

Chapter 4: Customer Journey Mapping Workshop


In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. .

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Usual Chat Support Services Outsourced

Magellan Solutions

Magellan Solutions outsource live chat operators worldwide. The Philippines is already at 1 million employees and still counting. As a result, the country is being projected to increase employment in the incoming few years. This puts the industry as a priority of the Philippines Development Plan.

How Online Learning Can Help Employees Improve Their Performance at Work

CSM Magazine

In every company, the employees are the biggest assets. This is because their conduct is directly related to business performance. It is perhaps why the size and success of organizations are measured by the number of employees they have on their payroll.

How to Bolster Employee Engagement and Morale in Trying Times

Hallmark Business Connections

This article was originally published on HR Daily Advisor. Times are tough for businesses. Rapid shifts in operations have left little time to plan or organize change management, and many leaders are now scrambling to keep teams engaged, motivated, and proactively tackling what needs to get done.

How to Make an Exceptional First Impression

CSM Magazine

Jeff Mowatt looks at some surprisingly quick and simple ways to improve your response time to customer inquiries—and make an exceptional first impression. Imagine you’re working late, visiting a website of a potential new supplier.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Five bank customer loyalty strategies to avoid


When we think of bank customer loyalty, we think of rewards programs. These programs are usually associated with credit cards, and a few encompass multiple bank products. The latter can […]. The post Five bank customer loyalty strategies to avoid appeared first on PK.

Two Tips for Getting Faster Replies to Your Emails

CSM Magazine

Chances are you’ve experienced delays at work waiting for someone to respond to your email. That person may be overloaded or unorganized and yet you’re held responsible for the lack of progress. Here are two tips to get faster replies to your emails.

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Feb 17 – Customer Success Jobs


Role: VP Customer Success Location: Fremont, CA, US Organization: Privacera As a VP of Success Manager, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team.

Empower Your Workforce with a Smarter Approach to WEM

CSM Magazine

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM).

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

What Are The Best Dental Answering Service

Magellan Solutions

Is a dental office call center any different from the usual BPO call centers? Dental answering service is basically what its name suggests. Answering calls directed to your dental clinic. Just like the usual BPO companies, a dental office call centers: Build a better doctor-patient connection.

Six Communication Tips for More Happy Customers

CSM Magazine

Are you looking for ways to delight your customers beyond the standard realm of satisfactory customer service? Try communicating with them more effectively.

AI & Culture

Martin Hill-Wilson

credit Original image – Simon Colton. A little over a year ago I started thinking about the way AI will change organisational culture and day to day operations.

Dixa Acquires Elevio – Focused on Helping Brands Improve the Quality of Customer Support

CSM Magazine

Danish customer support innovator Dixa has acquired Melbourne-based knowledge management platform Elevio in a circa US$15m deal. The acquisition supports Dixa’s long term vision to simplify more aspects of customer service through personalisation and machine learning.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Your Website Is Your B2B Shop Window

Forrester's Customer Insights

How many buyers really use the website? This was a question asked in a recent conversation with a consulting services client. It was asked in response to a critique of the website.

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3 Ways to Build on Your CX Even Through Constraints

Smarter CX

“Life is divided into three terms—that which was, which is, and which will be. Let us learn from the past to profit by the present, to live better in the future.” ” – William Wordsworth. At first glance, wisdom from an early 19 th -century English Romantic poet wouldn’t seem to have much application to modern-day customer experience (CX) principles. However, the creators behind the podcast Often Imitated may feel differently.

We Need To Shift How We Think About Emotion And Journeys

Forrester's Customer Insights

Emotion Is The Key To Benchmarking Journeys We know customer journeys matter. We know emotion matters. It’s time to bring these two together and use journeys to design for the full scope of emotion.

How the Atlanta Hawks bet on experience — and safely opened Georgia’s largest voting precinct


Originally published on Almost one year has passed since the sports world went dark overnight as a result of the COVID-19 pandemic — and everybody is still adapting.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.