Thu.Feb 07, 2019

Are You Using 1999 Metrics to Measure 2019 Customer Care?


It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

Figuring out the in-store mobile experience and 4 more CX stories you should read


Doesn’t it feel not very long ago that we were kicking our feet up, sipping eggnog and enjoying the holiday season? Customer Experience

Gauging the Effectiveness of Net Promoter Score

ProProfs Chat

Wouldn’t it be wonderful if a majority of your customer-related issues could be tackled with only one question? Wouldn’t you like it if you could identify customer issues with a simple question?

5 Questions About Building A Customer-Centric Culture - Dennis Snow


We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

5 SaaS Renewal Process Best Practices for Customer Retention


You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership.

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3 Steps for Your 2019 Digital Transformation Strategy


What’s your digital transformation strategy for 2019? Does it involve digital process automation? Forbes reports that “process automation is the foundation [for digital transformation]”. Here at Bizagi, we believe the same.

Webinar: New Research Shows Psychological Benefits Impact Employee Engagement

Chadwick Martin Bailey

Shared from ITA Group. Over the past few months, we’ve explored the impact of social psychology on employee engagement and how emotions can affect the employee experience.

A history of visual communication


Communication has existed for millions of years. Animals have various forms of communication and scientists discovered cave paintings dating back more than 64,000 years ago. Communication can be verbal, visual and even physical, but all have the same purpose. It’s to convey a message.

Four Ideas for Navigating Backorders with B2B Customers

Heart of the Customer

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Cost of Performing Functionally but not Purposefully

One Millimeter Mindset

Are you part of a workforce where the emphasis is performing functionally, but not purposefully? Then, consider the cost of your employer’s business model and hiring strategy on not only your professional role driving workplace profitability. But also, your employee experience.

Announcing The 2019 Complete Guide to Instagram Listening Strategy eBook


There are many places your brand could be creating a presence for itself online right now, and one that you just cannot ignore is (you guessed it) Instagram. The engagement that savvy brands are experiencing on this platform is nothing short of stunning.

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5 Ways Your Business can Find the Root Cause of Complaints

Advantage Communications

Are you hearing the same customer complaints over and over again? If you want to offer an unrivalled customer experience , it’s time for your business to find the root cause of customer complaints. Customer Service Trends

How to Communicate with Customers Effectively

ProProfs Chat

Twenty three percent consumers seek face-to-face interaction for complicated customer service issues like troubleshooting. But only 5% of customer service interactions begin with a face-to-face meeting. Now, did you notice something?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Beyond the Triple Constraints: Unlocking Value in Program and Project Management

North Highland

Today’s business environment is more dynamic and variable than ever before. Businesses must not only innovate in how they attract customers and differentiate offerings, they must also evolve their approach to scoping and managing projects.

Why Bug Reporting Software is Better than Email

ProProfs Chat

Jeff Davidson has rightly said, “Don’t let your email dictate your priorities”. Talking about priorities, customer support is on the top of the mind of any business today.

Customer Service Tip of the Week by Jeff Toister (a One Win Book Review)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

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Being a Call Center Team Leader: Everything You Need to Know


Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How Increased Their Average Order Value by 18% With Optimove


Serving over 10 million customers in 40 different countries annually is a real challenge. When the executives from the Amsterdam-based digital travel company,, wanted to improve its customer marketing , moving from mass, undifferentiated communications to segmented and personalized ones, they prudently looked into ways to empower their marketing team.

Talkdesk Wins Frost & Sullivan Best Practices Award for Cloud Contact Center


Based on its recent analysis of the North American cloud contact center market, Frost & Sullivan recognizes Talkdesk, Inc. with the 2019 North American Product Line Strategy Leadership Award for its Talkdesk Enterprise Cloud Contact Center.

We Are Upgrading All Users to Spark


We Are Upgrading All Users to Spark. In the early half of 2018 we launched Spark , which enables Customer Success teams to focus on results rather than task and activities. At that time, we made a commitment to provide our customers with the time and assistance they needed to fully transition their business. We have two important points to share on this transition: 1. We will be upgrading all users to Spark on February 28th and shutting down the Customer Success Center.

Stop Trying To Be Uber Or Upgrade How You Collect Customer Feedback

Forrester's Customer Insights

This is part 2 of my blog series on the future of CX measurement (part 1, part 3, and part 4). If you think of the app of ride-sharing giant Uber as an example of how to collect customer feedback, think again. For those who haven’t used it recently, here is how it works. After a […

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Is Your Customer Experience as Good as You Think It Is?: CX Trends You Need To Know


As a CX professional, I’m sure you’re sick of hearing about your customers’ increasing expectations. Well, I’m right here with you. This statement may be common, but it’s incredibly over simplified. Yes, customers expect more from brands, but they do so because there are brands out there delivering phenomenally simple, fast, different and even profound experiences.

5 Must-See Commerce Sessions at Oracle Modern Customer Experience 2019

Smarter CX

Oracle Modern Customer Experience 2019 will take place March 19-21 at the Mandalay Bay Convention Center in Las Vegas, with 100+ planned sessions focusing on the hottest topics in customer experience. Over 20 of these sessions will focus specifically on commerce trends and technologies.

Agency Perspective: 10 Agency Leader Reflections On Starting Out

Learning from other people's mistakes and missteps can be one of the easiest ways to get to your own success faster. It's one less mistake you can make yourself. And when you're talking about starting an agency, there are plenty to be made.

We Passed “Peak Survey Effectiveness” In CX Measurement — What Now?

Forrester's Customer Insights

This is part 1 of my blog series on the future of CX measurement (read part 2, part 3, and part 4). CX pros can learn a lot from the inverted U theory. It describes that more is better. until it isn’t. This theory is also called the Yerkes-Dodson law, and Malcolm Gladwell […

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.