Mon.Feb 22, 2021

Diversity and Inclusion in Customer Success: Why It Matters


Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. You will likely find people from different backgrounds, races, and cultures.

Digital contact centers: The future is now

NICE inContact

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded.


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PIPEDA – How and Why Comm100 Complies to Canada’s Privacy Law


92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights. We live in an increasingly privacy-conscious world, and it’s no wonder.

5 Top Customer Service Articles For the Week of February 22, 2021


Each week I read a number of 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. Carole McCluskey: Create Memories That Count by SMG Events.

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.

Employees Want You To Brush Up On Your Email Etiquette

Russel Lolacher

Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees.

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Customer Growth Game Changer: Totango Breaking Records and Rewriting the Rules for Customer Success


What comes to mind when you think of the term “game changer”? With the recent Super Bowl, perhaps your mind drifts to NFL quarterback Tom Brady. As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL.

10 Best SMS Survey Software

Zonka Feedback

While communicating with customers to gather feedback has always being an important aspect of any business, the way to communicate with the customers have been typically changed since last year due to the ongoing pandemic.

Using Comment Cards for Feedback – Don’t


Still Using Paper Comment Cards? STOP NOW! There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping.

How Does Live Call Coaching Improve Customer Service Conversations?

Advantage Communications

All companies want to implement a customer service strategy that improves the customer perception of their brand, delivers seamless customer experiences and drives brand loyalty. Contact Center

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!

Preview, Progressive and Predictive Dialers. Which One to Choose?


Dialing technologies are a must-have tools for any contact center running phonecampaigns. These tools typically offer three modes of campaign management - contact preview, progressive and predictive - as well as a number of options aimed at increasing the level reachability.

7 Inspiring Black Women Leaders Transforming Technology

Smarter CX

In celebration of Black History Month, we’re highlighting some of the leading Black innovators shaping the technology world and taking us in bold new directions. Join us in celebrating the tremendous contributions today’s Black women leaders are making to technology, engineering, and beyond. Dr. Aprille Ericsson, NASA.

A pragmatist's guide to digital customer experience experimentation


Loyalty A pragmatic way to experiment with digital CX

Live Chat Outsourcing Pros and Cons

Magellan Solutions

Live chat outsourcing, like many other services, has its pros and cons. Live chat remains one of the most popular service channels to date because businesses like how cheap and efficient it is. Although to ensure success, it is crucial to consider the resources used.

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!

Smart CRM Basics: Customer Behavior Modeling


Many would agree with us when we say that it’s actually quite challenging to build a good customer behavior model. The mathematical techniques required are complex and risky. And the smart and experienced customer analytics expert – who will know how to do it – is expensive and hard to find.

Why Go To a BPO Accounting Companies in the Philippines?

Magellan Solutions

Advantages of the BPO Accounting Companies in the Philippines. BPO accounting companies in the Philippines grow rapidly because of foreign demands. A lot of big firms prefer to outsource than hire an in-house team. This gives them a flexible budget control over manpower. .

Announcing the Khoros Titans Program


I’m extremely excited to announce that we are launching a new user recognition program here at Khoros. The Khoros Titans! Our previous programs have been quite successful, but over the past few years have waned in both audience, engagement, and execution.

Influitive Takes Customer Engagement Data to the Next Level


Measuring your customer advocacy and community program’s success is critical for growing membership, boosting engagement, and delivering even better customer experiences.

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.

Peer Insights 2 – Gaming (Without quotes)


The post Peer Insights 2 – Gaming (Without quotes) appeared first on Optimove. customers

How Staff Can Protect Their Data and Company Information Whilst Working From Home

CSM Magazine

As more employees are working from home, the protection of company data is more important than ever. Make Data Security a Priority . Let it be clear amongst your staff that cybersecurity is of paramount importance by establishing a cybersecurity policy.

Testimonials Gaming2


The Leading Relationship. Marketing Solution for. Gaming Operators. Acquisition costs are skyrocketing, as more and more operators are competing over the same players.

How Can Good Construction Site WiFi Help Enhance Customer Service in the Construction Sector?

CSM Magazine

Regardless of the size of a construction company, customer and employee activities are critical in the business. While customers contribute in the form of referrals, feedback, and direct contracts, employees handle construction processes.

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!

Peer Insights 4 – Gaming


The post Peer Insights 4 – Gaming appeared first on Optimove. customers

The CMS Five-Star Quality Rating System is Changing. Here’s How to Stay on Top

Think Customers

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations.

CMB Spotlight: John Conti

Chadwick Martin Bailey

John partners with clients to uncover deep consumer insights and define effective marketing and brand strategies. He is skilled in designing custom qualitative and quantitative research studies that provide a solid foundation for making sound business decisions.

Characteristics of a Great Third Party Mortgage Processing Companies

Magellan Solutions

What to Look for Third Party Mortgage Processing Companies? Third party mortgage processing companies provide important benefits for businesses. It makes the service faster while saving so much money. Furthermore, training a team to do this can cost you more time.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!