Thu.Jun 10, 2021

How the Customer Feedback Management Process Works


Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three.

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Did You Ever Get a Voicemail From Marble Mouth? – Tip #33

Steve DiGioia

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time.

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What is a Chatbox & How to Add it to Your Website (for Free!)


If it feels like everyone around you is adding a chatbox to their website, it’s probably because they are! The live chat market is in the process of doubling itself. As the years go by, live chat is shifting from a “nice to have” to a “basic customer requirement.”.

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4 Ways to Drive Healthcare Improvement with Voice of Employee


What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE). Healthcare

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

4 Innovations Enabling Truck Roll Optimization


It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. .

More Trending

Comprehensive Review Management and Data Insights with ReviewTrackers and Kantar



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Flat Customer Care Budget? Outsourcing May Be the Answer


As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different.

Raise Your Profile! How to Turn Contact Centre Sceptics Into Fans

CSM Magazine

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”.

How Non-voice Outsourced Customer Support Services are Rebranding BPOs?

Magellan Solutions

Non-voice Outsourced Customer Support Services is reshaping the industry as we know it. That is not an understatement because it truly is making waves in the industry. In fact if you look at the statistics alone, you will see that there are desirable numbers under non-voice services.

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!

Here’s why digital referral programs beat pen and paper systems


Word of mouth has always been an effective channel for attracting new customers and building brand awareness. In the past, businesses tried to motivate more customers to spread the word about their products and services through pen and paper referral programs.

What Does it Mean to Have Mobile Outsourcing Solutions for SMEs?

Magellan Solutions

Mobile outsourcing solutions has been a go-to strategy for SMEs that want to gain more popularity with modern consumers. Many businesses depend on mobile outsourcing solutions for their consumers. According to a recent study , 95% of American have at least 1 cellphone.

How Do You Create a Topic Cluster?


Don’t you love landing on a page that explains everything about a topic you're interested in? It covers so much ground and is organized so clearly that you spend hours reading it. Well, it turns out Google loves it too. Organic Search Content Marketing

What A Hotel Answering Service Covers

Magellan Solutions

What is covered by a vacation rental answering service. Hotels, inns, and B&Bs present unique, fun, and relaxing opportunities for guests all over the world. But the industry is anything but relaxing. These are especially the people behind the successful hospitality businesses.

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.

How to Write a Blog Post: A Guide to Writing Content That Ranks


We’re often asked, ‘How do you write a perfect blog?” A good blog post offers a compelling story, gives helpful content, or provides a powerful call to action. A perfect blog post will do all three. Organic Search Content Marketing

Find your enterprise CX North Star


How do your customers currently perceive their interactions with your organization? And, once you’ve obtained this knowledge—how can you use it to improve your customer experience? I recently hosted a […]. The post Find your enterprise CX North Star appeared first on PK.

The Top Three Vendor Management Priorities Explained


From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews virtually, vendor management organizations (VMO) are doing their best to navigate the business effects of COVID-19.

What are Content Pillars?


What are content pillars? Content pillars are a novel type of content strategy framework that involve the creation and tactical interlinking of related pieces of content designed to increase a website’s search engine rankings. Organic Search Content Marketing

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!

A Deeper Look: Orchestrated Energy & Time of Use Optimizations


Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right

The DiJulius Group

Most businesses punish 98% of customers for what only 2% do. They treat all of their consumers like the minority. Is your company one of them? Where most companies also go wrong is in assuming that their team members know what to do. However, those assumptions are usually wrong.

EY Announces You Mon Tsang as an Entrepreneur Of The Year® 2021 Mid-Atlantic Award Finalist


Celebrating the 35th class of unstoppable entrepreneurs who transform Mid-Atlantic and beyond. Ernst & Young LLP (EY US) today announced that Founder and CEO, You Mon Tsang of ChurnZero was named an Entrepreneur Of The Year ® 2021 Mid-Atlantic Award finalist.

How to set customer expectations through customer experiences, and why it is important.

Call Experts

Customer expectations are not uniform, nor are customer experiences. . To build an ideal experience, you want to think about various characteristics, like social expectations, how they met your company, and which channel they choose to communicate with your company. .

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Multilingual customer services

Grupo Noa

Contact centers all over the world tend to satisfy the needs to those who does not necessarily know English. Having that in mind, most of the call centers, telecallers have multilingual proficiency for inbound customer support. What do people look for when calling?

Five telltale signs you're not fully embracing the benefits of your customer experience team


Engagement 5 signs you're not making the most of your CX team

Episode Two: Pulse Everywhere Session Recaps and Takeaways from Day Two


It was a chilly day in San Francisco, but it was hot and happening on day two of Pulse Everywhere. With the amazing content from day one, our presenters had a lot to live up to. But they brought their best game with some incredible moves, tips, and tricks.

Use These 3 Exercises to Become a More Creative Researcher

dscout People Nerds

Use these techniques to break out of a research rut and generate compelling insights from your next study

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.