Sat.Jan 30, 2021 - Fri.Feb 05, 2021

Top UX metrics you should be using


Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them. Videos

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2021: Emerging AI trends in the telecom industry


No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%. The driver for this growth? Artificial intelligence (AI). Emerging trends in telecom sector.

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Loyalty and Retention Are Not Synonyms


Loyalty and retention are not the same, but they are definitely related.

2021 67

CX Success Stories – Butler Ag Equipment

Daniel Group

Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers.

2021 90

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.

5 Top Customer Service Articles For the Week of February 1, 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.

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More Trending

The ultimate NRF 2021 recap


5 key themes from retail’s virtual “Big Show”. Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event.

2021 71

PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year

ppt solutions

TULSA, OKLAHOMA, February 5, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today it has been recognized by the 2021 Stevie Awards® as: Call Center Consulting Practice of the YearCustomer Service Solutions Technology Partner of.

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Guest Post: 5 Tips to Improve a Bad Customer Experience


This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences.

2021 85

People with the Strongest Relationships are the Most Happy

The DiJulius Group

6 Quick Tips to Help you Make Price Irrelevant 1.

2021 80

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 Build the Business Case for Customer Success


Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

2021 73

Customer sentiment analysis: Get actionable insights in seconds


If you’ve ever stared down an Excel sheet filled with thousands of rows of customer feedback and felt overwhelmed, you’re not alone. It’s a daunting task to identify sentiment themes and turn that data into actionable insights that your team can strategically leverage.

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The Problem Isn’t the Employee, It’s the System


Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss.

2021 85

TechSee AI Team – Blazing new paths in AI innovation


TechSee has been out there since 2015 driving change with innovation, working to make a difference. How, what and why? In a nutshell, we’re reinventing and revolutionizing AI-powered remote support capabilities. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality.

2021 84

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!

It’s time to Blend CX and Marketing

Daniel Group

It’s time to Blend CX and Marketing. Are you ready to blend your CX and Marketing plans for 2021? It is time to link the two for business success and happy customers! As you may know, CX continues to gain influence over price as a differentiator.

2021 81

1 Thing All B2B Companies Can Do To Improve The Customer Experience

Kerry Bodine

This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us.

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2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task.

2021 68

Customer Success Plans Promote Client Satisfaction


Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well.

2021 78

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!

The metrics and technology you need to cut costs and improve customer experience


Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul.

2021 68

Achieving Customer Loyalty Amid the Rise of the Consumer

CSM Magazine

There is a shift in power going on, fuelled by greater access to information in the digital age, new technology and a broader variety of brands, products and services to choose from, today’s consumer are empowered like never before.

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10 Excellent Ways To Celebrate Employee Appreciation Day | March 5th


“Oh, I can’t believe I have to work today as well.” ” “If only there were no concept of bills, I’d leave this job in a heartbeat.”

2021 65

Community Platforms and Customer Success: The PB&J of Customer Engagement

Education Services Group

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. Even though “digital transformation” has become the buzziest of buzz words, it’s still a big deal in the CS world.

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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.

Why Content Moderation Services Is Important To Your Business?

Magellan Solutions

Content Moderation Services is an Essential Part of Your Business. What is Social Media Content Moderation ? Content moderation services changed how people process and digest information. Especially on social media content moderation.

2021 52

From Boomers to Zoomers: Preparing banks for the greatest generational wealth transfer in history

Hero Digital

Baby Boomers are predicted to pass $8.8 trillion in assets to the generations following them over the next decade. Financial institutions need to be prepared to connect with these younger customers, taking into account how each generation’s bank relationships differ.

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Top 3 Factors to Consider When Evaluating Customer Success Software Providers


As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts.

2021 64

BOIPA Selects ServisBot to Help Merchants Help Themselves

CSM Magazine

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic.

2021 56

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.