Thu.Feb 25, 2021

4 best practices for maintaining high-quality service during outages


You’re not able to change the unpredictability of the weather, but you can ensure better days ahead for your customers and care team when outages do occur.

Congratulations To The 2020 Service Design Award Finalists!

Kerry Bodine

If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work.


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Managing the Right Mix of Capabilities to Absorb Volume Swings

NICE inContact

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses.

We’ve Seen the Future and You’re Going to Love It


The post We’ve Seen the Future and You’re Going to Love It appeared first on Storyminers. Podcasts


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 Ways to Improve Customer Service in Healthcare


If there’s one thing the COVID-19 pandemic has left us with, it’s an increased awareness of the importance of remote accessibility.

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CDPs vs. CRMs: What Marketers Need to Know


Let's compare the Customer Data Platform (CDP) versus the Customer Relationship Management (CRM). Both are extremely popular platforms, and both prioritize customers, but they are worlds apart in function and purpose, The post CDPs vs. CRMs: What Marketers Need to Know appeared first on Blueshift.

"Your opinion, although interesting, is irrelevant": Managing product feedback from all angles

Vanilla Forums

During one of my first gigs as a Product Manager, my manager at the time sent me to get certified by Pragmatic Institute to learn the fundamentals of building and managing software products.

Is This The Future of Events Post Pandemic?

Beyond Philosophy

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. When I read this book, I thought, “Bloody hell! This is it!” ” I was working at British Telecom at the time, so I showed it to my boss.

Ways to Reach The Perfect Contact Center Services Philippines

Magellan Solutions

8 easy steps on how to outsource to Philippines. Our longtime clients are now reaping the benefits of their partnership with us. They will be more than eager to agree that they’re able to save more. This is in comparison to the pay for a full-time local professional. .

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!

Watch: Smart CRM Basics on Machine Learning in Marketing, B2CRM Weekly News Update, and a CRM Analysis on Angie’s List


PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, smart CRM basics on machine learning in marketing, and a CRM analysis on Angie’s List.

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Do Not Miss Our Reasons To Outsource To The Philippines

Magellan Solutions

What we guarantee for BPO accounting companies in the Philippines. 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.

PK featured in Forrester’s Now Tech report on Continuous Automation and Testing


PK, the global services firm that helps the world’s most customer-obsessed brands design, build, and run the future, has been recognized by Forrester Research in its Now Tech: Continuous Automation […].

B2B Now Feels B2C. Here’s How to Consumerize Your Enterprise Product


Customer expectations drive the value of CX. Continuously meet or exceed expectations, and delighted customers will return and even become vocal advocates for your product and brand. . Don’t let the terms B2C (Business to Consumer) and B2B (Business to Business) confuse you.

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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!

Bridging the Engagement Capacity Gap

CSM Magazine

Steve Bell, VP EMEA Solutions Consulting at Verint Systems examines the chasm between what organisations know they need to do in order to manage customer engagement, and the resources they have to do it. . Brands are caught in a maelstrom of change, the impact of which will be felt for years to come.

In Their Own Words: Vaccine Patients Share Their Experiences

Think Customers

As the COVID-19 vaccine rollout begins across the country, patient experiences vary. Hear what some people had to say in their efforts to receive some of the first doses of vaccine, and how what they’ve experienced can help improve future vaccine distribution.

How Missed Calls Affect Businesses.

Call Experts

Missed calls are complicated for everybody involved. Because of this, availability is an essential concept your customer journey must address. Contact center services ensure that you never miss out on opportunities to acquire brand-new clients while providing fantastic customer service.

Personalization in financial services: An imperative to stay relevant


With the blurring lines between the retail, fintech, and banking industries, customers are left wondering why personalization in financial services, for lack of a better word, sucks. Banks are being […].

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.

7 Ways to Provide Online Sports Betting Customer Service

CSM Magazine

Service and convenience is driving the growth of online shops and services and that is why industries such as sports betting has boomed over the last few years.

Ongoing Bonuses Might Be Great for Gaming CRM. Ongoing Bonus Abusers? Not So Much


If you start noticing your kid is actively trying to lose their teeth just so that they could get that tooth fairy reward, it might be a red flag. As a smart parent, you’ll probably want to reevaluate your reward system.

Looking for Extra Income? 5 Hobbies That Can Make You Money

CSM Magazine

Hobbies aren’t just fun, they can also come with surprising benefits. Those who like to read would be glad to find out that reading books, especially literary fiction, can greatly enhance our empathy and understanding of other people’s beliefs.

126% increase in customer reactivation rate


The post 126% increase in customer reactivation rate appeared first on Optimove. library

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!

The Relationship Between GigCX and Customer Lifetime Value

CSM Magazine

Megan Neale, Co-Founder and COO at Limitless explores the relationship between GigCX and Customer Lifetime Value (CLV) and how it enables brands to re-think their approach to customer service. This period of history will forever be defined by human disconnection.

The Secret Behind How Chick-fil-a Gets Their Young Workforce to Deliver World-Class Customer Service Consistently

The DiJulius Group

How are certain businesses able to scale and still maintain business excellence to their customers and their employees?

PeopleMetrics Experience Management Platform Roadmap Preview


PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year.

3 One Millimeter Mindset Professional Goals Blog Posts

One Millimeter Mindset

Some days, attaining our February 2021 professional goals feel like running a continuous marathon race, don’t they? Because the finish line seems to move further away, the closer we get.

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!