Tue.Apr 06, 2021

Customer Acquisition Using Facebook Messenger, Instagram and WhatsApp Business | Conversocial


Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands.

Words Matter in the CX Profession

Horizon CX

I first wrote and published this blog topic back in July of 2015.

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Become a Storyminer


The post Become a Storyminer appeared first on Storyminers. Podcasts


Amazing Business Radio: Jeff Toister


An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the 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.

Why Content Maintenance is Important

Vanilla Forums

The business and technology world moves fast. Technologies and tools get outdated quickly and are constantly being replaced by superior alternatives. Do you remember those video cassettes, or those 3 ½ floppy disks? As a 90’s kid, I remember them all.

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More Trending

What is Automatic Call Distribution System or ACD?


ACD or Automatic Call Distribution is call center software's feature, and a smart programming tool that enables intelligent control of incoming calls and queues by routing them to the proper person. How does it work during campaigns? and What are its capabilities?

Customer Q&A with Christine Knific of Wisr


During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees.

Five Ways to Expand Your Demand Response Program


Many energy providers are already garnering the benefits of their summer demand response (DR) programs.

Remote Working through COVID-19: True Stories of Agile Contact Centers


2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast.

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!

3 Features You NEED in Your Customer Success Platform


Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team.

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Roger Blohm Joins PPT Solutions as Senior Vice President of Partner Solutions

ppt solutions

TULSA, OKLAHOMA, April 6, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the addition of Roger Blohm as senior vice president of partner solutions.

Part 2: Omnichannel Self Service for B2B Customer Support

Team Support

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.".

Travel: The ultimate reset, refuel, and restart


The post Homepage appeared first on Talkdesk

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!

What Makes A Successful Customer Service Outsourcing

Magellan Solutions

Best performing outsourced support agents. Magellan Solutions help you easily build a team and grow your organization. We provide everything you need. As a BPO company, we shoulder the responsibility of managing the processes of starting a team.

Where the Magic Happens


Alchemer Sr. Enterprise Account Executive, Kelli Gochenaur, defines customer centricity, and the value of customer centricity selling versus traditional selling. Listen in to this candid conversation. Customer-Centricity Employee-Centricity Uncategorized

What role Net Promoter Score should play in measuring the customer experience (+ answers to your other most pressing NPS questions)


Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance.

Establishing an RPA center of excellence delivers ROI


As a “Strong Performer” in Forrester’s RPA wave report, we at PK spend a lot of time ensuring that our tools and best practices live up to the challenge of […]. The post Establishing an RPA center of excellence delivers ROI appeared first on PK.

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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.

Atlas Highlights - April 2021


Hello, to all of our Atlas members! If there is anything we learned this year, communication is a significant key to success. Whether it’s B2C, B2B, or even C2C, everybody wants quick and efficient responses. A Digital-First Strategy is now more critical than ever before for effective communication.

How to Write a Heartfelt Pet Sympathy Card

Hallmark Business Connections

Being there. It’s a vital step toward building stronger relationships between businesses and their clients and customers, particularly when they’re struggling. Regardless, being open, vulnerable, and available can be tough to master — especially when customers lose beloved pets.

HubSpot, Slack, and Community Growth


Community Growth at HubSpot. HubSpot has been a Khoros Communities customer for almost five years. Their community is incredibly active and dynamic.

Lessons Learned from the Frontlines of CX: Enterprises Ditch the Roadmap to Become More Responsive


Compared to small and mid-sized businesses, enterprises have more involved project lifecycles – more people, departments, processes and budget. Pre-COVID, all this complexity made it time-consuming to develop projects impacting CX. Now, responsiveness rules the day.

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!

Gainsight and Gong on how to better understand customer conversations


In Episode 10 of The inSide Scoop on Customer Success , we tackle a very important topic: customer conversations.

Why The Tech-Enhanced Sales Rep Will Be Your Differentiator

Forrester's Customer Insights

Learn how dynamic guided selling gives sales teams a competitive edge — and join us at this year's B2B Summit to go deeper. Age of the Customer Sales Operations Sales Strategy Sales Technology and Services SiriusDecisions Research

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Just in! Top-requested updates to the Delighted Email digest


The Email digest is one of our customers’ favorite ways to keep colleagues in the know about customer sentiment. Powered by Delighted AI , the Email digest curates a feedback summary with samples of verbatim comments for your inbox.

Talking Trading Standards – with Leon Livermore, former head of CTSI

Helen Dewdney

I talk with former CEO of the Chartered Trading Standards Institute (CTSI). Leon Livermore, in a series of interviews. In the first one we discuss his work at CTSI. What is the CTSI? Leon Livermore was the CEO of the CTSI, for almost 8 years until March 2021.

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!