Sat.Apr 03, 2021 - Fri.Apr 09, 2021

Words Matter in the CX Profession

Horizon CX

I first wrote and published this blog topic back in July of 2015.

2021 56

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.

2021 72

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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.

2021 81

Group Nine Captures a 360-Degree View of Digital Audiences


Group Nine Media is a leading digital media company with many highly visible, category-leading brands in its portfolio, which include Thrillist , The Dodo , NowThis , POPSUGAR , and Seeker.

2021 130

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.

Avoid Customer Confusion


Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office.

2021 80

More Trending

Turn Your Dashboards Up to 11

Heart of the Customer

Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute?

2021 96

Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience


Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience customerexperience supply chain experience. The post Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience appeared first on Eglobalis.

2021 74

Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients


This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. He writes about skills everyone should have to communicate effectively with clients.

2021 80

The Power of Relentless Customer Service

CSM Magazine

If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it.

2021 74

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!

How to Engage Contact Center Agents in a Hybrid Workforce Model

NICE inContact

A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.

2021 79

How to Optimize Reputational Risk Management in Banks


Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors.

2021 70

Amazing Business Radio: Jeff Toister


An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. .

2021 81

How to Increase Conversions thanks to E-commerce Search Automation


Over the last decade, especially during the Covid-19 pandemic, companies have grasped the importance of intelligent automation and have accelerated the deployment of these services to increase productivity and customer satisfaction while saving resources.

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!

Vivantio Launches New Service Management Product Suite to Serve Growing B2B Service Firms

CSM Magazine

Vivantio launches new service management product suite to serve. growing B2B service firms.

2021 69

5 ways to better your customer engagement.

Call Experts

In the past, call centers have played a passive role in customer engagement. Handling inquiries without necessarily taking a stance in their partner’s overall customer support approach. .

2021 52

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.

2021 77

3 Features You NEED in Your Customer Success Platform


Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team.

2021 65

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.

Discover the Actual Number of People You Can Effectively Manage

Beyond Philosophy

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much.

2021 92

Live Chat Benchmark Data & Best Practices for Financial Services & Banking


Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another.

2021 52

Your Customers Are Your Secret Weapon for Great App Development

CSM Magazine

An app can make or break the customer journey. Get it right and the ease and simplicity of your product will have your customers coming back for more. Get it wrong, and no matter how brilliant your solution, you’ll struggle to grow your user base. Jack Underwood, Founder and CEO of Circuit explains.

2021 52

Breaking Down the Digital Experience


It’s hard to believe that there was once a time that businesses operated solely in-person. Other than the occasional phone call to customer service, almost all interactions with a brand occurred in the store.

2021 62

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.

Supercharging Your Tech Stack with Totango: Elevate Your Data File Storage


In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.

2021 68

Remote Working through COVID-19: True Stories of Agile Contact Centers


2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast.

2021 67

Part 2: Omnichannel Self Service for B2B Customer Support

Team Support

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.".

2021 58

What Is An Omnibus Survey And How To Use It For Conducting Quantitative Market Research?


If knowledge is power, then in business, market knowledge is a superpower! Business without market research is similar to pizza without cheese (ignore if you don’t like cheese)! You can’t imagine running a business successfully without gaining knowledge about the market trends.

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.