Thu.May 21, 2020

Part 2: B2B Customer Support: Cost Center or Profit Center?

Team Support

Did you miss Part 1 of this series? It was quite a show! Luckily, you can still go back and read it!

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5 Reasons Why Customer Service Reporting is Important

Provide Support

The post 5 Reasons Why Customer Service Reporting is Important appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks customer experience customer service customer service reporting

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Why This is a Great Time to Change Your Customer Habits

Beyond Philosophy

The world is somewhat depressing at the moment, but every cloud has a silver lining. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers.

Education And Healthcare Employees Are Most Impacted By Companies’ COVID Response

Experience Matters

To understand the impact that COVID is having on employees, we surveyed more than 5,000 U.S. employees. While 11% have been laid off or temporarily furloughed, the remaining employees provided feedback on their COVID work environment. We found that: Most people are working from home.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Best Practices for Financial Services Surveys during COVID-19

Vision Critical

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next.

More Trending

COVID-19 Lessons That Can Improve All Patient Experiences


When patients form a positive relationship with their healthcare provider—or when members have a good experience with their health insurance plan—they become more engaged in their care and loyal to an organization. For both healthcare providers and payers, the experience is of the utmost importance.

Necessity Is the Mother of Invention

Heart of the Customer

Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime.

Build a better employee experience with Talkdesk Workforce Engagement Management


The Impact of Employee Engagement in the Contact Center What exactly is employee engagement? Why is it so critical to the customer experience and operational efficiency in the contact center? Employee engagement is defined as the emotional investment employees make in their organizations.

Introducing a Native, Code-free Integration with FullStory


The post Introducing a Native, Code-free Integration with FullStory appeared first on Survicate. Product updates


3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Virtual Post Sale Client Abandonment is not a Novel Scenario

One Millimeter Mindset

There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.”.

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Best Practices in Brand Reputation Management



If You Find COVID-19 Is Making Customers More Hostile, You’re Not Alone.

Myra Golden

As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate.

How to Write Customer Service Representative Job Description [18 Descriptions & Titles]

ProProfs Chat

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

New Research Spells Big Trouble For Movie Theatres

Brandwatch CX

Covid-19 Media & Entertainment Sector

How to Increase NPS Survey Response Rates; The Tips and Tricks!


NPS (Net Promoter Survey) surveys are usually sent once or twice a year (we are not talking about the transactional NPS surveys), the intent of a business is to get as many responses as possible so that the size is huge and the responses makes sense for the business in total.

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Webinar: Intelligent automation health check


Close to 80% of RPA/Intelligent Automation projects fail to achieve the desired ROI. That’s a significant amount of wasted time, resources and investment, in large part due to a failure […]. The post Webinar: Intelligent automation health check appeared first on PK.

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Looking for a Punch Card App? 3 Things You Need to Know.


Today, nearly every form of business that was once done on paper is being partially or fully transitioned into a digital format. Loyalty cards and punch cards are no exception.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Digital Transformation Success Stories


With the digital transformation failure rate reportedly as high as 70%, many businesses may wonder if a digital transformation is worth it. However, as MarTech tools become more accessible to businesses, consumer data and machine learning can help inform DX strategies in all verticals.

4 Strategic Steps To Delivering A New Product Experience At Enterprise Scale


At Pulse Everywhere, we launched the all-new Gainsight Horizon Experience—Gainsight’s new User Experience powered by a simple, intuitive, and beautiful design system and a set of UI components to serve as the building blocks.

You Can Embed Single Answer Questions In Emails!


You can now embed the Single Answer question directly into the emai’s body for high response rates. And that’s not where the benefits of embedding a survey in an email end! The Single Answer question has become the third survey question type that you can embed directly in an email.

Online Learning Platforms: Here’s Your Cheat Sheet for Reducing Churn


As the old saying goes, there’s plenty of reason to “learn something new every day.” ” This time around, we did the homework for you, though.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

It Is Now Possible to Run Recurring Website Surveys


The post It Is Now Possible to Run Recurring Website Surveys appeared first on Survicate. Product updates

The Building Blocks You Need for Digital Transformation


Current enterprise IT is almost invariably a tangled mess of legacy systems and modern applications. By bringing in new technologies, digital transformation projects run the risk of increasing that complexity. That’s where an Intelligent Process Automation platform is different.

Introducing a Native App Integration Between Survicate and ActiveCampaign


The post Introducing a Native App Integration Between Survicate and ActiveCampaign appeared first on Survicate. Product updates


How to Lead in a Crisis

The DiJulius Group

How you lead right now says so much about you as a leader. You have to set the tone for your entire organization. You have to be that person to fight overcome the odds and be the one that people can look to and rely on. How to Be a Great Leader Today 1. Figure. Read Full Article.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.