Mon.Sep 13, 2021

Digital Transformation in Customer Service – Why You Can’t Afford to Ignore it (Part 1 of 3)


Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic.

5 Top Customer Service Articles of the Week 9-13-2021

Shep Hyken

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.


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5 Best Practices for Building Customer Relationships With Messaging Channels


I regularly research and write articles that eulogise about the importance of building customer relationships.

Supporting Customers Through Their EV Journey


More customers are adopting electric vehicles (EVs) with 18.7 million of EVs predicted to be on the road by 2030, according to EEI. Once a customer purchases an EV, they are reliant on the grid to charge their car and may be surprised that their utility bill has increased.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

The Helpdesk KPIs You Need to Maximise Your Customer Support

CSM Magazine

Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform results for their customer support service.

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Podcast: The ultimate renewal playbook – Managing multiple stakeholders


In Episode 15 of The inSide Scoop on Customer Success, we tackle a very important topic: The ultimate renewal playbook – Managing multiple stakeholders. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Puneet Kataria, founder of CustomerSuccessBox.

CS 2021: Making Customer Success Less “Squishy” [CS BOD Slide Pack Template]


When I reflect on what excites me the most about the evolution of customer success over the past year or so, it’s most certainly the increased appreciation around customer success being existential for organizations.

Ventrica Announce Jamaica Launch

CSM Magazine

Ventrica is first British-based BPO to open in Jamaica. Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay.

The Role of Virtual Receptionist Service in Helping to Grow Your Business

Magellan Solutions

Why do businesses even need Virtual Receptionist Service ? A Virtual Receptionist, in its most basic form, is the person who answers your phone calls. . It may appear at first glance that a Virtual Receptionist’s responsibilities are restricted to answering phones.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

How to kickstart your career in customer experience management


Engagement How to kickstart your career in CX management

For B2B Marketers, This Is The Next Best Thing To Time Travel

Forrester's Customer Insights

It's impossible to know what the future holds for marketing campaigns in development. But you can audit your progress and course-correct when needed. Age of the Customer B2B Marketing B2B Research Campaign Planning And Implementation Chief Marketing Officer marketing annual planning promoted

What Is Buyer Intent Data and How to Use It to Boost Sales


A recent report by Think with Google confirms that 89% of the people rely on research before making a particular purchase, thus, making them a potential buyer. That is when the concept of buyer intent data comes into picture.

Data 52

Introducing The Forrester Now Tech: Cybersecurity Consulting In APAC – A Push Towards New Pricing And Delivery Models

Forrester's Customer Insights

I am thrilled to announce the release of our latest Now Tech: Cybersecurity Consulting Services In Asia Pacific, Q3 2021. This report (available to Forrester clients) showcases Forrester’s overview of 24 cybersecurity consulting providers in Asia Pacific.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Sep 13 – Customer Success Jobs


Role: Customer Success Director Location: Franklin, TN Organization: Maetz Consulting, LLC As a Customer Success Director, you will spearhead the end-to-end effort to help build a new and thriving Customer Success team from the ground up, one person at a time.

4 steps to manage the new federal vaccination requirements


With the new executive order requiring businesses with more than 100 employees to ensure their workers are either vaccinated or tested once a week, how can you stay compliant with the employee vaccination mandate?

A Crack In The Garden Wall

Forrester's Customer Insights

On Friday, US District Judge Yvonne Gonzalez Rogers released her ruling in the suit and countersuit by Epic and Apple. Neither party could claim complete victory. Epic was judged to have breached their contract with Apple (which they admitted) and now owes Apple more than $3.6 million.

Words Matter: Inclusive Experiences Start With Inclusive Language

Forrester's Customer Insights

Are you creating inclusive experiences for your customers? Many companies aren’t. For example, here’s a sampling of what we heard when we evaluated typical approaches to collecting personal information from consumers: “There is no open box to identify yourself.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Security Leaders: It’s Time To Facilitate Employee Productivity, Not Hinder It

Forrester's Customer Insights

As if 2020 didn’t bring enough challenges to security leaders, it’s about to get more challenging. Let’s face it: the workforce will change dramatically over the next ten years.