Fri.Feb 19, 2021

Guest Post: Improving Employee Experience for Your Customer Service Team


This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team?

State of Customer Experience 2020 – Northridge Report


If you’re a customer experience practitioner, the responsibility of proving that what you’re planning will work may be falling on your shoulders. Getting the latest information, statistics, and perspectives is time Dash consuming.

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Abandoned: an ice storm in Texas and why call centers need to evolve


The post How To Create and Construct a Compelling Vision: Crisis is a Time to Define Future appeared first on Talkdesk

GlowTouch a 2021 Global Outsourcing 100 Company


GlowTouch a 2021 Global Outsourcing 100 Company. Recognition by IAOP ® an Honor for Louisville-Based Business. LOUISVILLE, Ky.

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.

5 Crucial Customer Satisfaction KPI Scores to Track


Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others.

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Voice of the Customer: Four Expert Tips for Creating Effective Surveys with Real Examples


You know your customers. You spend hours obsessing over every aspect of their interaction with your brand, because you know that a great customer experience is a near-guarantee of customer retention and expansion. Voice of the Customer

How to set up Google click-to-message (step-by-step guide for local businesses)


Text messaging isn’t optional – it’s essential. Studies show that 89% of customers want to be able to message businesses. To adapt to this new reality, Google has introduced click-to-message.

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A Day in the Life of a Customer Success Manager Using ChurnZero


Whenever I tell someone that I work as a Customer Success Manager, it inevitably always results in a confused facial expression and a response of “So, what is it exactly that you do?”. Well, the answer depends on who you ask….

5 digital transformation tips for restaurants


“With so many alternatives for all businesses, you stand out with your emotional connections and experience. You need to elevate your game to ensure that each guest is not only satisfied, but is a raving fan and telling others about your business.” – Jim Mizes, Former CEO, Blaze Pizza.

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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 is Appointment Setting Outsourcing?

Magellan Solutions

Are you having trouble meeting your clients? You should check out this appointment-setting outsourcing service. Appointment setting is a forgotten craft in the art of sales-making. No sales happen without speaking directly to prospects.

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Demand Response Pre-enrollment: A Seamless Solution for Grid Flexibility


Many utilities have looked to demand response (DR) programs to decrease energy usage during times of peak demand to maximize the resources they have available instead of building new power plants. But DR programs can be difficult to recruit customers for.

The Philippines for Insurance Account Outsourcing

Magellan Solutions

Insurance account services. Magellan Solutions is one of the leading contenders of the industry. Because of this, we take pride in our virtual accounting services. Our agents are always trained to meet your temporary or ongoing needs. All services are also patterned after your own company.

EDF Selects BigChange to Support Energy Solutions Delivery

CSM Magazine

BigChange, the mobile workforce management technology company, today announced that EDF has selected its pioneering JobWatch system to support the delivery of metering and energy services in the UK. .

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!

Characteristics of Ideal Agents for a Chat Support Company

Magellan Solutions

What Should You Look for in Agents for a Chat Support Company? Looking for the best agents in a chat support company can be a difficult task. Especially if there is a lot to choose from. In the Philippines, there are more than 800 BPO companies that offer this assistance.

Feb 19 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: Ivalua As a Director of Customer Success, you will be accountable for the success of the Ivalua customer journey as measured by the net revenue retention for each customer and adoption.

Benefits Of 24 7 Live Support

Magellan Solutions

24 7 Live Support Services Is Beneficial To Your Business. Customers expect 24/7 live support. Advent of technology made constant interaction possible. Especially between a business and its customers. . To achieve customer retention, businesses invest in a 24-hour customer service.

How to Calculate Customer Effort Score to Grow Your Business

ProProfs Chat

Imagine there is a customer browsing your product page for a while. The customer explores the product images, scans through the features, checks the pricing, and hits the ‘Buy now’ button. . After encountering multiple slow loading pages, the customer leaves without making the purchase.

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 Build the Business Case for Customer Success: The Essential Guide


To begin with any project or even an organization, you must “ Start with Why ”, as Simon Sinek puts it. This holds true even for building an effective business case for customer success. Ask yourself first, why would your CEO or CFO invest in such a program?

6 reasons why a customer community is the best channel to collect customer feedback


So far in our Close the Loop series we’ve looked at who should own customer feedback , we’ve walked you through our own ideation process at inSided , and how Customer Success can manage feedback effectively.

How to build mental muscle memory for customer service success


Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021.

Organizing the Contact Center to Drive the Digital Experience for Customer-Centricity | The Times They Are a-Changing: Talent in the Contact Center Part 8


The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. Customers today are empowered with more service choices and higher expectations than ever.

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!

12 Motivating Quotes by Black Leaders in Tech

Smarter CX

In celebration of Black technology leaders and innovators throughout the tech industry, we compiled a sampling of insights from interviews, live events, and striking articles over the past year. Please join us in celebrating the tremendous experiences, voices, and takeaways from today’s influential Black technology leaders. Be an effective ally. “Great allies aren’t just great allies to your face. They’re your allies when you’re not there.

Book review: Punk CX by Adrian Swinscoe


Loyalty Book review: Punk CX by Adrian Swinscoe

Protected: Respect as a source of competitive advantage

C Space

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Promising Improvements — Forrester’s US Retail Recovery Heat Map, February 2021

Forrester's Customer Insights

Since April 2020, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.