Thu.Apr 15, 2021

What Now? 3 Steps for Taking a Post-COVID Approach to FSI Customer Engagement


Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities.

2021 52

How Technology Can Help Humanize Customer Support

Team Support

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company.

2021 85

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Preparing For Life After COVID-19 – Starting With Your Employees

CSM Magazine

The global pandemic has changed the way we live, work and do business. Ross Daniels at Calabrio believes now is the time for organisations to plan their pandemic escape route. Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors.

2021 52

Key steps for HVAC technicians to prepare for the summer.

Call Experts

We know it, you know it. Regardless of the scenario, your everyday and after-hours HVAC call handling must be fantastic and put the customer experience first. It isn’t just about customer service anymore. .

2021 56

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.

Customer Service Outsourcing: Is It Important For SMEs?

Magellan Solutions

The Importance of Customer Service Outsourcing for SMEs. There are a lot of advantages when going for customer service outsourcing. Several big corporations rely a lot on BPO companies. They made a great fortune out of the contact support service.

2021 52

More Trending

9 Key Differences Between Transactional and Relationship Customer Surveys


Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys.

2021 72

Will You Push Yourself to Make Necessary Hard Calls?

One Millimeter Mindset

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Deciding on that first push forward is the hardest call you make. Because as you collectively crawl out of your quarantine caves, into the light, you discover the business ecosystem is changed.

2021 65

7 Customer Preferences Shaping CX in 2021 and Beyond

Smarter CX

Customer experience (CX) has quickly evolved to become a major priority for organizations. Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. For instance, American companies lose $1.6 trillion annually due to poor customer service, according to Accenture. And happy customers are willing to pay a 16% premium to companies that deliver excellent service, according to PwC.

2021 58

Here’s why this Entrepreneur is Excited about CX

Think Customers

Businesses across the spectrum from multinational firms to startups have had to quickly innovate in response to the COVID-19 pandemic.

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!

4 Simple Reasons Why You Need Online Chat on Your Website


Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place.

2021 52

4 Ways to Relieve Customer Service Agent Friction


Customer service agent friction can be a major pain point for many businesses, because there are innumerable variables in the customer journey that can be hard to account for.

2021 63

What Is Outcome-Based Selling and Why Is It Important for Customer Success?


Are you selling the product or selling the outcome? As a business owner, sales manager, or a customer success manager, you might wonder what the best way is to market the product. Organisations have traditionally focused on how to sell instead of serving the end goal.

2021 52

Competing and Winning in Challenging Environments with Matt Dixon and Vikas Bhambri


Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by guests Matt Dixon from Tethr and Vikas Bhambri from Kustomer to discuss Matt’s most recent research on over one million customer service phone calls.

2021 56

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!

April 15 – Customer Success Jobs


Role: Customer Success Director Location: Remote, Minneapolis, MN, US Organization: Provation Medical As a Customer Success Director, you will serve as the customer-owner in all aspects related to customer health. Conduct detailed customer workflow analysis and identify customer success metrics.

2021 52

The Best Ways to Collect Actionable Customer Feedback


When a brand improves the customer experience, they’re likely to see repeat customers and increased patronage. According to several surveys, loyal customers are five.

2021 52

Clairvoyance Should Not Be Required For Revenue Planning

Forrester's Customer Insights

Marketing, sales, and customer engagement leaders need a structured, facts-based approach to achieving revenue and growth goals. Learn what that requires.

2021 32

3 Key Takeaways From ‘Customer Expansion and Customer Success’ Panel


Customer acquisition often gets all the glory in SaaS. But if you don’t retain (and more importantly grow) the customers you have, growing your own business becomes a Sisyphean task – forever filling a leaky bucket.

2021 60

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

Microsoft Doubles Down On Healthcare And Conversational AI With $19.7B Purchase of Nuance

Forrester's Customer Insights

Earlier this week Microsoft announced its intent to acquire Nuance for $19.7B in its second largest acquisition after LinkedIn. For the past 15 years Nuance has been the largest independent speech recognition vendor servicing healthcare and enterprise customer service markets.

2021 31

Telling Your Story


The post Telling Your Story appeared first on Storyminers. Podcasts

2021 56

Thank You Coronavirus Helpers! Some Heroes Don’t Wear Capes.


Are you tired of all the negative stories from the Covid-19 pandemic? If so, we understand! . In 2020, Covid-19 brought the world to a screeching stop. Cities that never slept before were now bearing witness to deserted streets and parks!

2021 52

Discovering Business Value within Community


It was not long ago that all of us in the Online Community space struggled with how to calculate Community’s Return on Investment (ROI).

2021 52

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.

Thank You Coronavirus Helpers! Some Heroes Don’t Wear Capes.


Are you tired of all the negative stories from the Covid-19 pandemic? If so, we understand! . In 2020, Covid-19 brought the world to a screeching stop. Cities that never slept before were now bearing witness to deserted streets and parks!

2021 52

If the customer does not come to you, have you ever considered going to the customer?


A website survey is, as the name suggests, a survey in your website, blog, online store, pretty much any HTTPS or WWW. Its purpose is to collect website feedback from your users, readers, customer, subscribers.

2021 59

Dell Divests VMware: Investors Cheer While Customers Yawn

Forrester's Customer Insights

When Dell Technologies completed it acquisition of EMC in 2016, it gained a sweetheart of an asset: VMware. More precisely, it gained 80% of VMware, making the software dynamo a mostly autonomous company in the Dell Technologies family of companies.

2021 38

Ideating with Artifacts: A Blueprint for Workshops that Create Unignornable Insights

dscout People Nerds

An inside look at Stitch Fix’s ”Passport to Personalization” workshop—an innovative way to socialize dynamic customer personas.

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.