Mon.Feb 22, 2021

Diversity and Inclusion in Customer Success: Why It Matters


Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. You will likely find people from different backgrounds, races, and cultures.

2021 70

5 Top Customer Service Articles For the Week of February 22, 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. Carole McCluskey: Create Memories That Count by SMG Events.

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Employees Want You To Brush Up On Your Email Etiquette

Russel Lolacher

Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees.

2021 89

How Does Live Call Coaching Improve Customer Service Conversations?

Advantage Communications

All companies want to implement a customer service strategy that improves the customer perception of their brand, delivers seamless customer experiences and drives brand loyalty. Contact Center

2021 60

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.

Major risks to business loyalty in 2021


With businesses under relentless pressure amid COVID-19 lockdown restrictions and battling to remain intact, the need to minimise risk and continue operating has never been more important.

2021 52

More Trending

A pragmatist's guide to digital customer experience experimentation


Loyalty A pragmatic way to experiment with digital CX

2021 75

Digital contact centers: The future is now

NICE inContact

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded.

2021 62

Influitive Takes Customer Engagement Data to the Next Level


Measuring your customer advocacy and community program’s success is critical for growing membership, boosting engagement, and delivering even better customer experiences.

2021 52

Announcing the Khoros Titans Program


I’m extremely excited to announce that we are launching a new user recognition program here at Khoros. The Khoros Titans! Our previous programs have been quite successful, but over the past few years have waned in both audience, engagement, and execution.

2021 52

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!

CMB Spotlight: John Conti

Chadwick Martin Bailey

John partners with clients to uncover deep consumer insights and define effective marketing and brand strategies. He is skilled in designing custom qualitative and quantitative research studies that provide a solid foundation for making sound business decisions.

2021 52

The Top 5 Grocery Consumer Expectations of 2021

Second to None

Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction.

2021 62

Testimonials Gaming2


The Leading Relationship. Marketing Solution for. Gaming Operators. Acquisition costs are skyrocketing, as more and more operators are competing over the same players.

2021 52

How Can Good Construction Site WiFi Help Enhance Customer Service in the Construction Sector?

CSM Magazine

Regardless of the size of a construction company, customer and employee activities are critical in the business. While customers contribute in the form of referrals, feedback, and direct contracts, employees handle construction processes.

2021 52

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 CMS Five-Star Quality Rating System is Changing. Here’s How to Stay on Top

Think Customers

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations.

2021 52

How Staff Can Protect Their Data and Company Information Whilst Working From Home

CSM Magazine

As more employees are working from home, the protection of company data is more important than ever. Make Data Security a Priority . Let it be clear amongst your staff that cybersecurity is of paramount importance by establishing a cybersecurity policy.

2021 52

Live Chat Outsourcing Pros and Cons

Magellan Solutions

Live chat outsourcing, like many other services, has its pros and cons. Live chat remains one of the most popular service channels to date because businesses like how cheap and efficient it is. Although to ensure success, it is crucial to consider the resources used.

2021 52

PIPEDA – How and Why Comm100 Complies to Canada’s Privacy Law


92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights. We live in an increasingly privacy-conscious world, and it’s no wonder.

2021 52

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!

Feb 22 – Customer Success Jobs


Role: Director of Customer Experience Location: Charlotte, NC, US Organization: Ekos As a Director of Customer Experience, you will oversee a world-class customer lifecycle and all aspects of client health including onboarding, support, value realization, and contract renewal, while spearheading further adoption of Ekos services for the customers.

2021 52

Chesterton and his gate

Zeisler Consulting

One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so.

2021 52

Feedbackly – Medallia But Better!


Just some time ago I created a post “Qualtrics but better!” and some of the readers commented back, but what about Medallia? Well, that. Source. Insight customer customer experience customer feedback Customer journey customer success customerisking cx feedbackly feedbacklycxm strategy

2021 52

Agile CMS Moves The Market Beyond Headless — The Just-Released Forrester Wave™ Evaluation

Forrester's Customer Insights

Agile content management systems (CMSes) build on the momentum of nearly 30 years of delivering modern, digital, internet-powered experiences.

2021 29

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.

Using Comment Cards for Feedback – Don’t


Still Using Paper Comment Cards? STOP NOW! There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping.

2021 60

Secondary Effects of Churn: Part 1 of 2

Education Services Group

Churn is a naughty word. Ah, yes. Churn. The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company.

2021 56

7 Inspiring Black Women Leaders Transforming Technology

Smarter CX

In celebration of Black History Month, we’re highlighting some of the leading Black innovators shaping the technology world and taking us in bold new directions. Join us in celebrating the tremendous contributions today’s Black women leaders are making to technology, engineering, and beyond. Dr. Aprille Ericsson, NASA.

2021 78

Smart CRM Basics: Customer Behavior Modeling


Many would agree with us when we say that it’s actually quite challenging to build a good customer behavior model. The mathematical techniques required are complex and risky. And the smart and experienced customer analytics expert – who will know how to do it – is expensive and hard to find.

2021 52

Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.