Tue.Oct 08, 2019

Proactive Customer Success Strategies that will get You Ahead of the Game


Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth.

Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery.

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Service is a principle, not a campaign

Customer Enthusiast

This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas to honor customers for one […]. The post Service is a principle, not a campaign appeared first on Steven Curtin. Customer Service Employee Engagement Enthusiasm at Work!

How to Dramatically Improve Workflow Efficiency


When the challenge is on for your business to start accomplishing more, planning more, and being more productive on a daily basis, it can be a struggle to find the flow that works best for your company.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Beyond Chatbots: How To Use AI to Build a Better Customer Experience


Artificial intelligence is awesome when it comes to asking Alexa what time the latest Disney movie is showing at your local cinema this weekend, or finding out whether to wear an extra layer when you head out of the house. Virtual assistants have become commonplace for supporting day-to-day life with simple tasks, such as adding a calendar reminder for a meeting, converting cups into pints, or navigating to the nearest coffee shop.

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Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. These controls allowed the pilot to keep the airplane on course by controlling altitude and direction.

The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

Amazing Business Radio: Sam Lessin


Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction.

IFS & Astea Announce Definitive Agreement to Strengthen Global Leadership in FSM Business


Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Five Things CEOs Want Their Sales Leaders To Know

Integrity Solutions

When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO.

Sales 101

Introducing Earning Transaction Point Limit


The reality is w e all make mistakes. That includes our employees. We’ve seen several examples of employees giving customers too many points. This can cost businesses real money if they are not careful. new features

The Building Blocks of Predictive Service: Machine Learning and IoT


In this age of remote diagnostics and assisted decision making, field service customers increasingly refuse to accept equipment downtime. They want to buy positive service outcomes—not just equipment and service for it when it breaks.

Transforming Customer Experience with Data: 5 Tips

Answer Dash

All companies aspire to deliver superlative personalization and customer experience. Brands like Disney, Amazon, and Netflix deliver amazing CX in our personal lives, but why haven’t more brands achieved these heady heights?

Tips 69

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

11 Important Leadership Lessons from a PIXAR Founder

Russel Lolacher

Our own experiences, successes and failures, are necessary for our learning in how to be better leaders. But it’s also pretty important to look at other people’s big wins and crashing burns.

Amplify and Google’s Recent Updates to Structured Data


Product Updates

Data 65

The importance of customer feedback management


Collecting customer feedback is critical for the long-term success of your business. Top performing companies understand the important role customer feedback plays in business.

Amplify and Google’s Recent Updates to Structured Data


Product Updates

Data 65

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Business Users Love SurveyGizmo


The G2 Crowd is a valuable resource for businesses looking to invest in enterprise solutions. It provides real-time and unbiased user reviews to help people objectively assess what is best for their business.

ROI 61

The Top SaaS Metrics Your CSM Team Needs to Monitor


As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data.

How to Avoid Psychological Biases in Your Research


In a perfect world, all the data you collect from your surveys would be 100% unbiased. But I don’t have to tell you that’s not the world we live in. In reality, bias is common in research.

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Identify Your Social Media Maturity & Advance Your Social Marketing


Every brand could stand to do better on social – and not just from a social marketing standpoint. Each company can be found somewhere on the social media maturity spectrum and its sophistication (or lack thereof) comes with different challenges and opportunities.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

The Senior Care Industry’s Guide To Online Reviews


It's a rapidly growing industry. The senior population is expected to reach 83.7 million. Projections are that 10,000 people per day will turn 65 for the next 20 years. It's also estimated that one in five Americans will be age 65 or older by 2030.

Key Takeaways And Our Take On Oracle OpenWorld 2019

Forrester's Customer Insights

Allen Bonde and I chat about key takeaways and our take on the recent Oracle OpenWorld 2019 event. age of the customer

Beyond the Buzz — Khoros AI and ML Today and Tomorrow


Maybe you’ve heard this one: Guy walks into a bar, and the bartender says “What’ll you have?” Without missing a beat, the guy says, “Based on the last ten people you served, you tell me!”.

Citizens Challenge 2019: Driving Innovation In Banking

Forrester's Customer Insights

Hackathons can be an excellent way for financial services firms to round out their innovation portfolios. Innovation events like these can help address changing consumer needs and behaviors, as well as competitors’ responses to them.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.