Wed.Apr 28, 2021

5 Steps to a Customer Retention Strategy

Integrity Solutions

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started.

When Plan Meets Reality: Calabrio Named a Visionary for the Fifth Consecutive Year in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM)


There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling.


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How to Measure the Success of your Live Chat Customer Support Team


As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service.

Stop Reading From The Script!


This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car.

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 Can Financial Firms Learn to Be Loved?

CSM Magazine

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. Just think how fiercely Apple users feel about the company’s products, for example. But who can honestly say they love their bank, mortgage broker or credit card provider?

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Pink Guava - Untitled Article

Pink Guava

How feedback is an effective tool for Business Success Feedback is an essential tool to build a person's leadership, empathy, and communication skills by listening, identifying, and acting on thoughts, feeling, and experiences.

The Ultimate Guide to Creating a Customer-Centric Culture


Culture is defined by actions. It is a tangible presence a customer can see and feel in the way you engage with them, respond to them, and present the product.

039: The Importance of Creating A Day in The Life of Your Customer Story & Customer Avatars

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy.

How to Build and Engage an Audience Through Conversational Marketing


As modern consumers, most of us own a smartphone and we are all familiar with push messages (one-way notifications that brands use to alert, inform and market to their customers). The key part of the previous sentence is ‘one-way’.

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!

ClientSuccess Strengthens Leadership Team with New Customer Success Executive


Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

DSM Solutions to Growing Winter Peaks in ACEEE’s Latest Report


While electrifying heating is an important step in decarbonization, increased electrical load in the winter is a new challenge many energy providers will have to face.

ClientSuccess Strengthens Leadership Team with New Customer Success Executive


Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership.

Harnessing CCaaS and CRM Solutions: What’s the Missing Link?

CSM Magazine

Richard Pinnington at Calabrio explores today’s complex contact centre ecosystem and comes up with a strategy to create a synchronised agent and user experience.

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!



Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers.

Being The Best Omnichannel Contact Center

Magellan Solutions

What is omnichannel contact center for Magellan Solutions. Magellan Solutions is an omnichannel contact center. We are a business process outsourcing service provider that allows our employees to use several isolated channels to communicate with customers.

How To Avoid Getting Ghosted By Customers


As a CSM, you’ve probably been ghosted a time or two – by clients, of course. When critical issues aren’t being flagged, weeks can pass before you look around and realize you haven’t connected with a customer in some time.

eBook 56

Lessons Learned from the Frontlines of CX: How One Company Improved Customer Satisfaction by 23% Despite a Volume Surge


2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place.

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.

Customer Experience Disruptor Dixa Expands Operations in the US to Fix Broken Customer Service Market

CSM Magazine

Dixa , the Nordic customer service innovator that has transformed the EMEA customer experience (CX) market, is continuing to strengthen its footprint in the US and its disruptive new perspective on customer experience.

How to evaluate a call center agent’s performance?

ViiBE Blog

The call center agent is at the core of any call center. Since they’re the most involved with customer interactions, their performance directly affects the customer experience. Given this importance, it is crucial to keep track of their productivity.

Order Management & Retail: A Love Story (Or: Key Findings from the 2021 OMS Wave)

Forrester's Customer Insights

2020 was the year that every digital business fell in love with their OMS. With the pandemic exacerbating the need for diverse and effective fulfillment options, retailers and vendors were forced to innovate – and innovate quickly.

Name The One Millimeter You Will Navigate This Week

One Millimeter Mindset

It definitely is up to you; it is your professional choice. Name the one millimeter you will navigate this week to get to where you really need to go, together. There is that one person, one idea, one project, one concept, one professional discipline which always gives you reason for Pause.

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!

XDR Defined: Giving Meaning To Extended Detection And Response

Forrester's Customer Insights

Conflicting definitions of extended detection and response (XDR) have plagued cybersecurity tech buyers. Read Forrester's unbiased explanation of what XDR is, its relationship to SIEM, and other common questions.

6 Best Practices Of Call Center Training


6 Best Practices Of Call Center Training. Customer Experience

Create Personal Development Plan: A 4-Step Process for Growing as a Researcher

dscout People Nerds

Advancing in your career can be as confusing as it is rewarding. To help clarify your next move, try replicating this action plan


e-Sports’ Global Tipping Point with Jason Lake, CEO of Complexity Gaming

C Space

e-Sports’ Global Tipping Point with Jason Lake, CEO of Complexity Gaming. Communications & Messaging

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.