Sat.Apr 17, 2021 - Fri.Apr 23, 2021

Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.

Interview: Kate Nightingale of Style Psychology

Heart of the Customer

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation.

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Your Key to Success: Outbound and Inbound Telemarketing

Magellan Solutions

Knowledge is power, and the more you know about Outbound and Inbound Telemarketing, the more success it can bring you. If we look at the latest trends in marketing strategy, we may see a gradual evolution from traditional marketing. .

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Alida Activate Spring Masterclass

Kerry Bodine

I’m super excited to be part of Alida ’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can quantify the value of customers’ experiences in your business.

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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.

Creating a Customer Service Revolution

The DiJulius Group

Creating a Customer Service Revolution What does it take to create a world-class customer experience?

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More Trending

Employee Experience Strategy: Do’s and Don’ts


Imagine this. . Anytime you visit your favorite cafè, you choose to have the same coffee order. The barista soon realizes that you are a regular customer and notes down your usual purchase. So the next time you visit them, they have your order ready to go.

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The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.

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CX Workout AI Introduction Video

CX Workout - Ideas Blog

A brief introduction and demonstration of CX Workout AI, by Decooda: Customer Journey Mapping with industry leading text analytic capabilities to extract highly nuanced customer feedback at scale.

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Pros And Cons Of Help Desk Outsourcing

Magellan Solutions

What to consider for your it help desk outsourcing. There are a lot of benefits from an outsourced help desk. But there are also other things to consider. . Cost-related benefits. Contracted costs might not hold true in reality.

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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!

7 Data Points That Drive Customer Retention For SaaS Business


The real skill behind customer retention is helping customers achieve success. It would be great if you could rely directly on customer feedback to understand their satisfaction levels but more often than not these satisfaction surveys are lagging indicators.

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Learn to Apologize to Customers Like You Mean It

Steve DiGioia

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse.

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How to Identify Action Points from Customer Feedback?


Customer feedback is one of the best resources for a business to fine-tune its Customer Experience (CX) program as it directly projects what customers.

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20 Definitions of Customer Experience in 2021

Smarter CX

Customer experience (CX) is taking a new shape as interactions between businesses and customers have largely migrated to the internet as a response to COVID-19. This shift is causing customers to prioritize positive, seamless, and often contactless experiences over other attributes such as brand, price, and product quality. According to Forbes Insights , 74% of shoppers say that CX is the key factor when deciding whether or not to buy from a company.

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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!

Why agile workforces are key for good CX – and how to build them


In contact centers, agility is a critical quality. A truly agile workforce can flex around changing contexts and customer demand. But how do contact center leaders build empowered, agile teams?

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New Research: How To Establish, Scale, And Evolve Your Design Practice

Forrester's Customer Insights

The design industry is booming. Our recent research The Design Industry 2021 estimates the size of the global design industry to be $162 billion and growing.

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Contract To Experts With Back Office Outsourcing Services

Magellan Solutions

Back Office Outsourcing Services Help You Streamline Your Operations. Back office serves as the engine room of any business. When it fails, its failure spills over onto the entire process in the company. As the business grows, so are back office tasks composed of administrative processes.

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5 Top Customer Service Articles For the Week of April 19, 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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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!

Want to improve customer experience? Improve the agent experience first


Happy contact center agents mean happy customers. But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent.

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Three Kinds Of Early Warning System To Drive B2B SaaS Customer Retention


It’s unlike most SaaS B2B businesses not addressing customer retention. But the problem lies in which data to look for. There is a treasure trove of data on how customers interact with your organization yet most organizations are unable to act on these data points.

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Are You Ready To Step Up To B2B Marketing’s New Destiny?

Forrester's Customer Insights

As forces converge to drive B2B marketing to a higher purpose, marketing leaders must evolve from brand stewards, lead generation machines, and sales supporters in order to fulfill it. Age of the Customer B2B Marketing Chief Marketing Officer marketing strategy promoted

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Work futurist Andrea Robb: ‘growth starts with belonging’


As part of our Breakthrough Builders podcast series , our Head of Brand Strategy, Jesse Purewal, chats with Andrea Robb, HR Consultant and Work Futurist, about belonging, the percentage of people who can state their personal purpose, and “the clues” approach to discovering your own passion.

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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.

Designing the future of work: 3 steps to improve the digital workspace experience


Organizations that design digital workspace experiences with employees at the forefront will outpace those who simply allow for remote or hybrid work. Here’s how your organization can get ahead.

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Designing the future of work: 3 steps to improve the digital workspace experience


Organizations that design digital workspace experiences with employees at the forefront will outpace those who simply allow for remote or hybrid work. Here’s how your organization can get ahead.

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Product-Centricity Is Coming To Your Organization

Forrester's Customer Insights

I talk to many Forrester customers every week who are transforming: digital, agile, DevOps, or some mix of the three. One common theme is an interest in product team organization. This has been a hot topic for some time and interest still seems to be increasing.

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5 must-read market research books for 2021


Our list of the top books for market researchers and business leaders is in! We searched high and low to find the best books on market research - check out some of our favorites and see our full list of must-read books for 2021. The Disruption Mindset. By Charlene Li.

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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.