Wed.Nov 24, 2021

7 Easy (yet efficient) Ways to Prove Customer Value


If you provide enough value, then you earn the right to promote your company in order to recruit new customers. The key is to always provide value. Guy Kawasaki. In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out.

To Evolve CX, Evolve Your AX

Upstream Works

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service.


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Feedback Bribery

Shep Hyken

To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question.

The P’s & T’s of Customer Success


Every leader should develop a personal framework to organize how they approach their work. Customer Success leaders benefit from a personal framework since time is in short supply and we constantly need to prioritize our efforts.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

How Does An Outsourced Technical Support Become A Service?

Magellan Solutions

What Is Support-as-a-Service? We all know what an outsourced technical support is. It is when you outsource your processes involving computers, websites, and the internet. . But what happens when your tech support becomes a service?

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Offshore Customer Service: Why Outsource to the Philippines?

Magellan Solutions

What Really Matters In Customer Support Outsourcing Philippines? When it comes to customer support outsourcing , the Philippines is the undeniable choice for a lot of businesses worldwide. Proof to that is the country remains as the call center capital of the world.

6 Super-Effective Steps to Analyze the Responses of your NPS Program


6-steps to efficiently analyze your NPS program. Categorize Responses by Creating Tags. Identifying Top Customer Complaints from the Trending Tags. Deep dive into the Complaints and Validate them with the Customers. Allocate the Issues to the Concerned Departments. Take Action on the Customer Issues.

Top Ways To Ensure A Direct Response From Customers Via Call Center Service

Grupo Noa

Getting a direct response from your customers can grow your business enormously. According to statistics, the direct mail alone enables a business to experience a strong ROI, ie. 15% – 17% but getting direct response is quite difficult.

PACE: Community Insights – How to Build a Seamless Customer Experience Using Omnichannel


Today’s customers are digital-first and that’s non-negotiable. They want to be informed, they enjoy knowing the news first and they value being there when major events happen. They expect brands to speak their language and use their communication channels.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

An Insightful Overview of the Differences between Intents and Entities


The Role of Intent and Entities in Understanding Context in Natural Language Processing Systems Intents and entities are the building blocks of natural language understanding by context. The more entities an intent can identify, the more robust it is.

Advancing a sustainable world: Spotlight on Marilyn Johnson


Sustainability is at the forefront of how we do business at Clarivate. For us, ‘sustainability’ means that every action we take, no matter how seemingly small, can serve to improve, protect and nurture our world.

Step-By-Step Guide for Successful SaaS Application Development

CSM Magazine

The process of developing a software system involves various stages such as requirement analysis, design, development, testing, deployment, etc. The step-by-step process where a software idea on paper is transformed into a working piece of software is called the Software Development Lifecycle (SDLC).

How the pandemic shifted Roche’s priorities and R&D investments [PODCAST]


In this episode of Conversations in Healthcare , Richard Erwin discusses how Roche Products Limited (UK) has evolved their strategy during the pandemic.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into 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.

Customer Marketing: Part 4 – Engagement


Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences.

5 Tips to Create a Member-Focused Community

Vanilla Forums

To many, community building may seem like a relatively new discipline. However, the truth is community builders have been around for a lot longer than many might think. In fact, the first software user group was at IBM in 1955. Community

Free Webinar: Supercharging Customer Care and Optimizing Experiences

CSM Magazine

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture!

Live Session: Automation Is Revolutionizing the Rebate Claims Process for Consumer Products Manufacturers

SAP Customer Experience

Automation Is Revolutionizing the Rebate Claims Process for Consumer Products Manufacturers Learn the challenges, the process and how SAP Intelligent Trade Claims Management adds intelligent automation to help CP companies improve their trade claims processing efficiency.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

How to Thank Your Testers


When you think of "incentives" in user testing, the first thing that comes to mind might be a free product or a gift card. And yes, those are both common and viable ways to reward testers for their participation

In the Subscription Economy, Only the Truly “Customer Centric” Will Survive!


Subscription model, membership economy, consumption-based model. Name it what you wish, but it ultimately boils down to the forever transaction. It is the moment where customers join once and stay forever.

5 quick tips to avoid negative CX this Black Friday

Happy or Not

There’s a chill in the air, trees are bare, and the days are getting shorter.

10 Best Formstack Alternatives 2021 (Free + Better Features)


Have you been using Formstack to create forms and surveys? And you’re now open to better Formstack alternatives for certain reasons? Looking to compare different Formstack alternatives? You’ve come to the right place!

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!

Chewable One Millimeter Mindset Blogs – November 2021

One Millimeter Mindset

This month, review these three chewable one millimeter mindset blogs: posts freshly created throughout November 2021. As you digest your Thanksgiving meal (and leftovers!), chew on my perspectives a bit more. Then, let me know what you think. First Post – Chewable One Millimeter Mindset Blogs.