Tue.Jun 11, 2019

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology


For years, companies have battled to strike the right balance between customer service KPIs. Focusing on one metric would often harm others. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction.

The Importance of Customer Reward Schemes

CSM Magazine

Customers are the beating heart of any business out there today. After all, without them any given company simply cannot function and has no purpose. They give businesses a direction, objectives to strive toward, not to mention most of their revenue.

Why user feedback is the key to customer satisfaction


Courtesy of LinkedIn. We all want happy customers. But how can you improve your customer experience ? The answer is user feedback. Gathering user feedback gives you a sneak peek into the brain of your consumer.

New Study: Why Emotional Connection is Essential for Customer Loyalty


Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

3 Industries That Can Benefit Immediately from Digital Customer Service

NICE inContact

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. 1) Telcos.

More Trending

The Top 3 Customer Success Challenges and How to Beat Them


If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before.

3 Steps to Effective Reputation Management on Google



E-Commerce Customer Service Helps Online Stores Achieve Profitable Long-Term Growth

Magellan Solutions

When it comes to success, business owners and entrepreneurs tend to focus on three things to gain competitive advantage — Product, Location, & Price.

Colleague in the spotlight: Marcella

Hello Customer

A year ago we welcomed Marcella in our team. Originally from El Salvador, Marcella moved to Belgium and started as a Sales Development Representative at Hello Customer. Hello Customer

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Meet the Betabound Team


If the Customer Validation platform is the skeleton, Betabound is the beating heart of Centercode. Every day, members of our 200,000+ tester network are putting their time and energy towards helping our customers build spectacular products.

Principles by Ray Dalio (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Principles by Ray Dalio. Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s customer experience and customer service. About Principles.

9 Simple Strategies to Foster Innovative Thinking

Conifer Research

Top 10 Takeaways From Pulse 2019


Pulse 2019 is over, but I’m still basking in the afterglow. Maybe it’s recency bias, but I truly believe it was our best Pulse ever and probably our best week ever as a company. If you were there, you know what I mean.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How Your FSO Can Work Toward Outcomes as a Service (OaaS)


Field service customers increasingly demand guaranteed uptime and asset reliability, so the industry is shifting to outcomes as a service (OaaS) profit models.

The Psychology Behind Building Brand Loyalty


Brand loyalty is an emotional connection present between a brand and its customers. It indicates the extent to which they are devoted to its products or services. Net Promoter Score

What’s the Difference Between Product Managers and Product Owners?


Product Managers and Product Owners are, in fact, different. But, both are vital to product success. To keep up with the ever-changing SaaS industry, new roles and titles have emerged to improve the way we manage our products.

Are These the Worst (Real) Customer Survey Questions You’ve Seen?


There are plenty of bad customer satisfaction surveys and plenty more bad customer satisfaction survey questions but today were looking at the worst mistakes we see made when writing survey questions.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

How to Define the First 3-6 Months of a Customer Health Journey


We’re starting to see more and more often Customer Success teams serving as the intersection between all kinds of departments Marketing, Product, Sales, and Support. What’s the one thing these teams have in common? The customer, of course! So it makes sense that this is happening—both organically and as part of a customer-centric strategy. But the critical part of these departments working together to deliver customer success depends on how we define the customer’s journey.

Brand Marketing Awesomeness for #PrideMonth


The month of June offers brands a positive and vibrant way to connect with audiences for Gay Pride festivities. And we have more than a few highlights to share, along with a look at the customer understanding excellence these efforts demonstrate. Where It Started.

Why It’s Time to Rethink Data Modeling


Data modeling provides a means of planning and blueprinting the complex relationship between an application and its data. It has become increasingly important as the “three Vs” of data—volume, variety, and velocity—continue to explode. But as the importance of data modeling, in general, has grown, data modeling with a relational database has rapidly become less relevant and effective.

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The US Customer Experience Index, 2019: Some Small Gains, Widespread Stagnation, No Real Leaders

Forrester's Customer Insights

Forrester's US CX Index 2019 results reveal that the overall quality of the US customer experience rose by an anemic 0.4 points, to 70.2. customer experience customer experience index (CX Index) promoted

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Perkville and ABC Financial Introduce Simplified Sign-On Process for Gym Members


abc financial press release rewards program

COPC Inc. Shanghai Client Seminar a Huge Success


The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more.

How to Ensure a Bespoke CRM System Continues to Add Customer Value

CSM Magazine

Building a bespoke CRM for your business is a complex undertaking. There are often many requirements to meet and short-term customer engagement usually takes precedence. Yet, what about the long-term possibilities? Have reporting needs been fully explored?

How to Land Your Dream Job in Customer Success


Do a quick job search on LinkedIn for “Customer Success” and you’ll find over 186,000 job opportunities across the globe. Customer success roles are popping up all over the place, and not just in the usual tech hubs such as Silicon Valley, London, New York, Dublin and Berlin.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Harnessing Social Media as a Contact Centre Channel

CSM Magazine

Social media is ingrained in the global population. Worldwide, the number of users at the start of 2019 has grown to almost 3.5 billion and in the UK alone there are 45 million social media users. This equates to 67% of the population. Of these, 39 million are mobile social media users.

Two Big Answers Emerged From The US CX Index For 2019

Forrester's Customer Insights

The winners in customer experience management were able to master the ecosystem game, combining physical and digital touchpoints seamlessly. customer experience index (CX Index) customer experience management promoted

3 Ways Customer Experience Is Evolving in 2019, with Ann Handley and Brian Fanzo [VIDEO]

Smarter CX

At ModernCX 2019 , Brian Fanzo, Millennial Keynote Speaker and CEO of iSocialFanz took over as interviewer and met with Ann Handley , WSJ Best-Selling Author & Digital Marketing Pioneer, on the show floor to discuss the true meaning of customer experience and how it’s evolving this year.