Wed.May 12, 2021

How Support Teams Can Improve Customer Retention

Help Scout

Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue.

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Best places for customer service certification & training


Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications. Guides

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Happy Birthday, TechSee!


Getting up close and personal with the founders of Techsee, Eitan and Amir .

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Uncover and Action Comprehensive Insights with Flexibility


Voice of the customer (VoC) and customer experience (CX) initiatives are becoming more important every day.

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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.

Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

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More Trending

The Massive Gap Between Customer Expectations and Organizations’ Ability Post-Pandemic

Beyond Philosophy

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance.

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Top Three Characteristics of a Connected Enterprise

CSM Magazine

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre.

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TSIA Interact Spring 2021: Key Takeaways

Education Services Group

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names.

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Cargo loyalty emerges to help aviation attract business


Anew concept, cargo loyalty, has emerged within retail and related marketing, and all evidence suggests it is already helping to lift the ailing aviation industry off its knees.

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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!

Forrester's Daunting CX Prediction and How CX leaders Can Overcome It


"CX leaders who can’t prove their value to the business will find themselves on the street. Those who do keep their jobs will do so by ensuring that their metrics and measurements relate to what matters most: KPIs with a dollar sign in front of them.” - Harley Manning, Forrester Research.

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What Makes The Best Dental Office Answering Service

Magellan Solutions

Outsourcing dental answering service and more for the healthcare industry. The healthcare industry matters the most in these times. And we, as a company serving the people, guarantee quality service for: Doctor’s Offices. Patient issues are not limited to a certain time frame.

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May 12 – Customer Success Jobs


Role: Director of Customer Success – Resware Location: Austin, TX, US Organization: Qualia As a Director of Customer Success, you will be responsible for leadership, management, and accountability for the Customer Success team.

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Global consumer trends: how the pandemic changed the world and what we’ve learned for the future


The global pandemic changed the way we interact with each other – and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated their plans for the future.

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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.

Three Key Findings From Our State Of Chat In Retail Research

Forrester's Customer Insights

Retailers and brands have offered chat for years, but recently it has gained traction thanks to new technology advancements and consumers’ overall comfort using chat.

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What is experience design?


How can you put people at the heart of your design decisions to elicit an emotional response about your products, services, brand, or workplace?

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The Trust Imperative

Forrester's Customer Insights

Everyone knows that trust is critical to success, and in the next decade, it will take on even more importance.

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What is design research methodology?


How can design research principles of being curious about your target market and learning what they need give you the ultimate edge in creating the best customer experiences? What is design research?

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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.

How to Automate Review Generation with and a Free Mailchimp Account

Reading Time: 9 minutes. Research says 70% of customers will leave a review for your business if asked. This is great news, but it’s also a challenge. If you’re like most people, you’re probably wondering why. It’s easy to forget to ask for reviews!

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041: How do Apple, Starbucks, and Southwest Outperform the Rest of Their Industries Regardless of the Economy? Here’s How!

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid!

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How to Write SEO-Friendly Blog Posts: A Step by Step Guide


If you're not properly optimizing your blog content for SEO, you're missing out on thousands of potential website visitors. Organic Search Content Marketing

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Have You Ever Had A Green Customer Churn? – Webinar Recap


Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman, and Bryan Plaster, Founder and CEO of CompleteCSM, for a candid conversation on how to handle the complex scenario of having a “green” customer churn.

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Generic ASR Will Never Be Accurate Enough for Conversational AI

What type of ASR is able to be tailored to your Conversational AI? It is an End to End Deep Learning ASR. This type of ASR can be trained with your audio data to make sure the intent is captured and the transcription is accurate for your use case. It can also be continually trained and improved to gain more accuracy and focus. Read this eBook to find out how a Conversational Al system determines the intent of the conversation and focuses on the important words.

Defining Digital Customer Success (and how it’s different from “traditional” CS)


Welcome to our new blog series – This is Digital Customer Success. In this series, we’ll talk about what Digital CS is, what’s required to build a Digital CS program, team structure and responsibilities, metrics, and so much more!

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Contribute Meaningfully: The Power of a Research Strategy

dscout People Nerds

Chris Geison walks us through the distinctions between “strategic research” and “research strategy” to unpack how the latter is the key to improving team bandwidth and securing a seat at the table

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Ascribe expands EU operations with new data center in Germany


EU Clients can fully leverage Ascribe’s leading verbatim analytics platform through the new EU based data center, built with the highest standards of security and privacy.

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Robotic Process Automation (RPA) vs Artificial Intelligence (AI)


Undoubtedly, science has gifted us with many boons and has proved the ‘impossible’ as ‘possible’. Driving never-seen-before productivity, efficacy and proficiency have only become a reality due to the benefits of Artificial Intelligence and Robotic Process Automation in the workflows.

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B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.