Mon.Apr 05, 2021

At Least Grumpy Old Guys Know What Great Customer Service Is

Steve DiGioia

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it.

Introducing GetFeedback’s new brand


We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice. Product & News

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Think Big, Act Bigger A Practical Guide for Small Business Call Center AI and Analytics

NICE inContact

This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete.

Lessons from 10 Years Working in Public Service Social Customer Care

Russel Lolacher

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding 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.

5 Top Customer Service Articles For the Week of April 5, 2021


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

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More Trending

What Is Customer Service? How To Use It to Improve Customer Satisfaction?


“If your retention is poor, then nothing else matters.” – Brian Balfour, founder of Reforge, former VP of Growth at Hubspot. . With complete respect, we disagree with Brian.

Defining The Best Performing Healthcare BPO

Magellan Solutions

Magellan Solutions, the best at medical outsourcing . Medical outsourcing picked up because of the shortage of qualified medical practitioners. Its most common service outsourced to different countries is medical transcription. This is the proper documentation of medical history.

Smart CRM Basics: Relationship Marketing


The term “Relationship Marketing” is broad, but it’s easy to differentiate it from other aspects of marketing. And, even more important – it’s the most basic step you need to take in order to start doing CRM Marketing the right way. What is the right way?

B Corp Month Bingo


As a B Corp, we at Uplight celebrated B Corp Month by playing B Corp bingo. Some of the bingo squares included replacing light bulbs with LEDs, going on a hike, shopping local, and cooking from scratch.


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!

Call Center Outsourcing Philippines: Is It Beneficial For SMEs?

Magellan Solutions

Can SMEs Benefit From Call Center Outsourcing Philippines? When it comes to call center outsourcing Philippines, the fortune 500 are the usual clients for BPOs. They invest tons of money to get the best outsourcing service.

National Poetry Month And The Case For Whimsy In Security & Risk

Forrester's Customer Insights

We all need a bit of whimsy in our lives. This is not just an excuse for a whimsical blog post, though there is that. Whimsy and laughter build bridges.

April 05 – Customer Success Jobs


Role: Director of Customer Experience Location: Atlanta Metropolitan Area, US Organization: Reibus International, Inc As a Director of Customer Experience, you will own the customer journey from initial outreach through user onboarding, and post-sale follow-up.

Pricing Transparency: The Cost To Run a Customer Journey


How much does it cost to run a customer journey project? What do you get when you sign a contract with a journey management vendor? For too long the answers to these questions were hidden behind NDAs and shrouded in mystery. No more. Pricing transparency is coming to the customer journey marketplace.

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!

Top 10 Product-Led Growth Metrics


Making sure customers love your product is important for any business. Growing a company is all about that customer friction is minimized and customers feel attached to the company. It is necessary to make sure customers use the product in its best way to get value.

The Insights Beat: Renew Your Insights-Driven Aspirations This Year

Forrester's Customer Insights

After a brief hiatus, the Insights Beat blog series is back, where I will continue to feature and curate the latest research and thought leadership from our business insights, data, analytics and AI research team.

The 5 rules for affecting real culture change


TYou can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don't change your. 5th Apr 2021. By Colin Shaw Founder & CEO

Introducing: Your New Loyalty Analyst And A Forrester Wave™ On Loyalty Solutions

Forrester's Customer Insights

Hi there! Mary Pilecki here, reintroducing myself as your Forrester analyst covering loyalty marketing.

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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.

Market research software buyer’s guide 2021


See how market research software can help you get faster, better quality insights to every corner of your organization and find which features to look for when choosing the right research tools with our ultimate guide. What is market research software?

Finally, a US digital stimulus package… but one that only keeps the lights on

Forrester's Customer Insights

When US President Joe Biden signed the American Rescue Plan Act into law, he added $1.9 trillion of economic stimulus to the $2.2 trillion provided by the Coronavirus Aid, Relief, and Economic Security Act and $0.9 trillion included in the federal government’s appropriations bill for 2021.