Tue.May 04, 2021

The Gig Economy is Paving the Way for Agile Customer Service


The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format.

The digital customer experience is changing. Is your brand on board?

NICE inContact

In the business world, customer experience has long been the focus of many efforts.

Brands 156

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When creating a group agreement try to keep items positive.

Wired and Dangerous

A short-term agreement can also be called a Trial Period. It serves like a formal Dating Phase and it can be very simply organized: A manager does not get paid if the artist is not paid. Talent managers work on commission.

3 Ways Brands Can Use Agent Assist to Create Seamless CX


Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Give Customers the Effortless Engagements They Deserve with Upstream Works for Amazon Connect

Upstream Works

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact.

More Trending

Importing goods into the UK – all you need to know

Helen Dewdney

Logistics unlocked. Recently I wrote a post Buying from Europe? Import changes made it a whole lot more complicated and costlier! I found that complicated to get my head round and that was just for consumers! When it came to importing for businesses it was even more complicated!

The key to creative agreements is to make package agreements.

Wired and Dangerous

Impact: The 2020 Agreement expands the number of participating jurisdictions from the 2016 Agreement, which simplifies some aspects of administering pension regulation in Canada. Like its predecessor, the 2020 Agreement is intended to simplify the administration of annual statements and other documentation across jurisdictions.

6 Experience Marketing strategies for healthcare practices


Technological advances have enabled quick and seamless experiences for consumers across different industries. eCommerce sites offer 1-click shopping and same-day delivery. Ride-hailing apps allow users to find reliable transport with just the click of a button.

Commission are for a simple land agreement form for?

Wired and Dangerous

While these agreements provided a general framework for the oversight and administration of MJPPs, they were brief documents and led to many interpretative issues. Impact: The 2020 Agreement expands the number of participating jurisdictions from the 2016 Agreement, which simplifies some aspects of administering pension regulation in Canada. Like its predecessor, the 2020 Agreement is intended to simplify the administration of annual statements and other documentation across jurisdictions [link].

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!

How to Deliver an Incredible Customer Experience to Capitalize on Revenge Spending

The DiJulius Group

As most of the world is seeing light at the end of this long dark pandemic tunnel, the businesses that survived it want to know one thing: how bright is that light? Will post-pandemic times be fueled by an economic boom? The answer to that depends on who you ask. The prognosticators do not all.

Prepare Early: Scaling Up Your Customer Care for Black Friday & Cyber Monday, 2021

Advantage Communications

As we move through 2021, two of the most exciting shopping days are ahead of us - Black Friday and Cyber Monday.

Making Customer Centricity a Reality

Peter Lavers

I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity.

Top 6 Business Process Automation Tools In 2021


Picture this. . You went to your favorite coffee shop to get a cappuccino. You were waiting patiently when you heard a loud voice. Where the hell is my order? I’ve waited for over 40 minutes for a goddamn cappuccino.”.

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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.

Must Haves For The Best Outbound Contact Center

Magellan Solutions

What is outbound call center ? An outbound call center is a function that makes outgoing calls to: Customers. Prospects. Other businesses. It originates with a sales or support representative dialing a third party’s telephone number. .

Video: Uplight’s EV Advisor


According to IEA, electric vehicle (EV) car registrations increased in 2020 by 41%, despite overall car sales decreasing by 6%.

Video 52

New Study Finds the Vast Majority of CX and VoC Programs Fail to Respond to Customer Feedback


Survey of Customer Insights and CX Strategy Leaders Reveals That Despite Major CX Investments Only 24% Believe Customer Feedback is Effectively Addressed.

Study 52

Atlas Highlights - May 2021


Hello, to all of our Atlas members! The event for digital leaders is back! This September, you'll hear from leading global brands about creating winning digital-first strategies to deliver amazing customer experiences.

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!

Increase The ROI On Your Marketing Campaign With These Six Tips

CSM Magazine

Digital marketing is on a continuous rise. So are the customers’ expectations regarding the personalization of digital interactions aimed at their needs. Ninety-eight percent of marketing officials are now merging traditional marketing efforts with digital tactics to meet these expectations.

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Your End-of-Quarter Checklist to Set Customers Up for Success Next Quarter


If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. One minute it’s January, and in the blink of an eye, it’s October.

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5 Things To Do Before Hiring a Customer Service Supervisor

CSM Magazine

Every public-facing business needs a customer service support team, and every customer service support team needs a Customer Service Supervisor. .

What is first call resolution?

ViiBE Blog

Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Connect Assist Launch First Sign Contact Centre Service

CSM Magazine

The specialist contact centre provider Connect Assist has launched Sign Assist; UK’s first one-to-one signing service delivered by deaf native British Sign Language (BSL) users.

Adore Me v2


The post Adore Me v2 appeared first on Optimove. customers

CSAT vs NPS vs CES: Which customer satisfaction metric is best?


When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). So, which is best for you?

Why Has CX Become the Cornerstone of Customer’s Growth, Success, and Loyalty? In an Interview with Nate Brown, Chief Experience Officer at Officium Labs (Part1)


Vincent Manlapaz, in an interview with Nate Brown discusses why CX has become the cornerstone of a customer's growth, success, and loyalty. The post Why Has CX Become the Cornerstone of Customer’s Growth, Success, and Loyalty? In an Interview with Nate Brown, Chief Experience Officer at Officium Labs (Part1) first appeared on Strikedeck | Customer Success Platform. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.