Fri.Jan 08, 2021

10 Tips to Help You Manage Remote Customer Service Agents

CSM Magazine

The COVID-19 pandemic has changed the way we live and work beyond measure. With social distancing and travel restrictions in place, organizations have been forced to look at different ways of operating their businesses. Work-from-home employees are the new normal.

Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres


This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic.


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ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction.

Fun Read/Flawed Approach (Book Review)

Heart of the Customer

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience.

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.

The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change.

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More Trending

How to Calculate the ROI of Customer Experience


The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably.

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How Customer Insights Are Shaping Tech for 2021


We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief.

What is a Wholesome Attribution Model?


When first learning about attribution, the phrase “wholesome attribution” can be a little confusing. This doesn’t refer to the moral or physical quality of the marketing attribution strategy, like you might think about a wholesome bit of fun.

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What is An Appraisal Letter With Appraisal Letter Sample


That’s the percentage of HR leaders who agreed that ongoing check-ins and peer feedback are key aspects of organizational success. Yes, that’s how important it is to conduct regular employee performance reviews in your organization.

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!

What are Different Attribution Models?


An attribution model isn’t something you build with rubber cement and paint. Rather, it’s the process a marketing team sets up to determine which pieces of content are responsible for achieving their marketing goals. This lets teams make more informed decisions about marketing efforts and budget.

Top Kudoed Authors April and May 2019


I’m the new Khoros Community Manager and I’m excited to be a part of such a vibrant and helpful community! April and May were filled with a lot of great conversations. Don’t miss the post about how to create exclusive groups in your Community.

How to Test, Optimize, and Refine Your Attribution Decisions


Digital marketing attribution has proven to be one of the most significant challenges facing marketers today.

Top Kudoed Authors June 2019


The month of June brought interesting news and posts, as usual! In case you missed it, you can learn about the meaning of the various feeds on a Khoros Community, and read a recent post about 3 Reasons to Attend Khoros Engage this September.

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!

Why is Attribution Such an Important Question in Marketing?


Outside the question of which marketing attribution model to use, some key stakeholders need to take a step back and understand the basics. What is attribution, and why is it important?

Community Highlights July 2019


Thank you to everyone who participated in our Community in July! We saw great discussions and solutions such as How to add a button on a standard page? , How to change default FAQ text? , and Can you automatically apply a role to a member.

Enabling Multi-Product Growth in Gainsight PX


Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer can often experience a disjointed.

August & September Community Highlights


The last two months came with big updates for Khoros. In August, Jack Blaha, Khoros’ new CEO introduced himself to the community and shared his plans for Khoros. In September, we celebrated the community’s 11th anniversary and unveiled our new name, Atlas , during Engage.

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.

Team Sport: Adobe’s Approach to In-Product Guides


Key Learnings and Successes with Gainsight’s PX & Adobe’s Audience Manager. Have you ever heard the saying, “There is no ‘I’ in team?”

October Community Highlights


We’re back with a new Community Highlights for October. Let’s jump right in, shall we? We’re proud to share that Khoros was a strong performer in The Forrester Wave TM : Social Suites, Q4 2019! Read 's article to learn more about The Forrester Wave TM : and key takeaways from the report.

Watch: CRM Hack on How to Draw a Segmented Campaign and a CRM Analysis on N Brown Group


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on how to draw a segmented campaign and a deep analysis on N Brown Group. All previous weekly shows All our videos on Optimove’s Youtube channel.

November Community Highlights


Happy holiday’s to those who celebrate! November was full of engaging discussions and helpful solutions like 's What permissions allow viewing the company key? , 's How can I track the number of unanswered posts over time? , and 's How much members use search.

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!

Jan 08 – Customer Success Jobs


Role: VP of Customer Success Location: Greater Chicago Area, US Organization: Lucas James Talent Partners As a VP of Customer Success, you will act as the Executive Sponsor for multiple fortune 100 clients. Develop and foster executive level relationships within clients.

December Community Highlights


Happy New Year everyone! We hope you had a relaxing holiday break! We’re feeling refreshed and excited to get back into the swing of things.

Practical ways to reduce hidden contact centre costs


Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021.

January Community Highlights


January got off to a fast start, and that, unfortunately, included an attack on the Khoros Marketing Platform. For those affected, we truly appreciate your patience and feedback as we worked through the week to resolve this.

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Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!