Mon.Sep 27, 2021

Does Culture & Performance Follow the Team or Leader?

The DiJulius Group

There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing and Leif Babin. During a Navy SEALs BUD/S training, SEAL candidates were grouped into boat crews of seven men and assigned to an inflatable boat that weighed more than 200 pounds.

24 7 Answering Services Myths You Need to Stop Believing

Magellan Solutions

Don’t be fooled, these 24 7 Answering Services myths are far from the truth. Business success tales, especially long-term success stories, are uncommon in the absence of strong outsourced customer service. .


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NLP Chatbot – All You Need to Know in 2021


Intro This is the era of the consumer. Everything a brand does or plans to do depends on what consumers wish to buy or see. Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention.

The Book That Changed My Customer Service Career

Help Scout

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. Learn what The Supportive is , or browse through all of the posts from this series.

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

What’s Everyone Talking About in Customer Experience Today?


Customer experience is pretty much the hottest topic in the contact center and customer care space these days.

More Trending

Optimove Raises $75M Growth Investment to Manage Customer-led Journeys at Scale


Optimove, specializing in customer relationship management marketing, wants to help brands “delight” their customers and keep them coming back. The company, with bases in Tel Aviv, New York and London, raised a $75 million growth investment led by Summit Partners.

How to Show Yourself Better in a Job Interview

CSM Magazine

On every job interview, interviewers often speak to many applicants before narrowing their selection to the most desirable candidate. According to research by SHRM , companies take up to 42 days to fill a vacant position on average, and some companies still take a bit longer.

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CRM Marketing Startup Optimove Raises $75M


CRM software is among the biggest software market in the world — and the growth isn’t slowing down. According to Globe Newswire, the CRM industry is anticipated to be worth $113.46 billion by 2027. The post CRM Marketing Startup Optimove Raises $75M appeared first on Optimove.

Offline Survey Apps: 12 Tools to Help You Get the Job Done


Are you looking to switch from paper forms with offline survey apps? . We’ve got you covered. Here are the offline survey apps you need to check out. . Best Offline Survey Apps of 2021. SurveySparrow Offline Survey App. JotForm Mobile Forms. Brew Survey. Zonka Feedback App. Kiosk 24×7.

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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!

Launching Language Operations (LangOps): A Unified Language Strategy to Unleash Growth

CSM Magazine

We’ve been working hard to change the future of language and its impact on your business. We’re now introducing a new technology category: LangOps.

How to Handle Dialogflow Errors (Es & CX)


If you’ve spent any time testing your Dialogflow ES or CX while creating agents, working with webhooks, and integrations with other platforms, you’ve probably seen various error messages. In this post, we cover some of the most common errors, and how to resolve those errors.

Brainless Boris Bungles on…

Helen Dewdney

The new Winter of Discontent continues. Fuel prices are up because the Government didn’t listen to the warnings 18 months ago. Government was warned that energy companies could collapse 18 months ago, Ofgem reveals.

Good Friction Applied: Customer Privacy, Emotions, And Trust

Forrester's Customer Insights

Are you wondering what privacy, customer emotions, and trust have in common? Good friction is the answer. Do you want to get started? Age of the Customer customer experience Europe privacy

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Product Strategist: The Roles and Responsibilities in B2B SaaS


Often, there seems to be an ambiguity between the two designations, product strategist and a product manager. Although they both need to work hand-in-hand, there still exists a thin line of difference.

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How Can I Use Business Text Messaging (SMS) for Marketing?


Business text messaging is one of the best tools that you can use to help you market your business and connect with customers. Here’s what we’ll be covering in this article. Table of contents Why does business text message marketing work?

Sep 27 – Customer Success Jobs


Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers.

The Top Nine Emerging-Company CEO Expectations For Marketing And Sales Leaders

Forrester's Customer Insights

To successfully scale the business for growth, revenue engine leaders at emerging-growth companies must share the same goals. Those goals must also align with the CEO’s expectations, which change as the company moves through the early-growth, extended-growth, and prepare-for-exit stages.

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Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

3 ways to turn first-time electric vehicle owners into loyal customers

1 to 1

Instead of gasoline-guzzling vehicles, more consumers are driving electric vehicles (EVs) off the dealership lot than ever before.

Transformez Les Cartes De Parcours Client En Un Outil De Gestion Du Changement

Forrester's Customer Insights

Les professionnels de l'expérience client (CX) doivent utiliser les cartes de parcours comme un outil de gestion de changement pour amener les employés à offrir des expériences centrées sur le client. Expérience Client French


Optimove Raises $75M to Build on its Category Leadership. Here’s Why Now


Some blog posts are more exciting than others: Today, we proudly announce a $75 million investment led by global growth investor Summit Partners.

5 Top Customer Service Articles of the Week 9-27-2021

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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A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Introducing MUSH, the Untapped C&I Segment


Public service organizations create the infrastructure of our society, as all of us regularly come into contact with or utilize MUSH organizations. MUSH stands for municipalities, universities (and colleges), schools, and hospitals.

New Data Updates: Vkontakte, Facebook, Instagram, and LinkedIn

Brandwatch CX

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