Tue.Jan 12, 2021

Self Service Metrics to Help Evaluate Performance


Customers want answers to their questions in a convenient and timely manner. According to research, the most important attribute of customer service is fast response time. In order to get solutions quickly, customers prefer the self service options businesses now provide.

Amazing Business Radio: Dennis Wakabayashi


The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences.


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Woe Is Me… How About You?

Contact Center Pipeline

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you have it… the definition describes quite well what many of us are currently feeling. I don’t know about you, but “woe is me.”

Virtual Hold Competitors: An Overview


This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center.

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.

Working Solutions Spurs Growth with Housatonic Partners’ Investment

Working Solutions

As a leader in on-demand customer service, Working Solutions today announced that Housatonic Partners, a well-respected, private equity firm, is investing in its future growth. Call Center Outsourcing



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Top 20 Most Popular Customer Centricity Articles of 2020


Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

Connect Guru With Microsoft Teams for a Collaborative Wiki


When communicating with teammates over chat, nothing can slow you down like having to pause your conversation and open up a new window to find the answer to a question or the right piece of information to share.


We’re Customers, Too.


Employees should love their work and customers should love the brands they do business with. Having the right software is a massive part of achieving both of those things. Here’s why that matters -- and the reason we built a solution and a company around that thinking.

How to De-escalate in Chat and Email

Myra Golden

We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able to apply everything that we learn here and translate it into a purely written environment?

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!

5 Ways to Refresh Your Contact Center Agents' Mindset in the New Year

NICE inContact

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances.

A Starter’s Guide to Your First Month as a Customer Support Manager


You got the job for a reason, and now it’s time to roll up your sleeves and get to work. Everything has shifted in 2020, and if things are on your side, you may even have a new job. Starting a new job is never easy: there are so many people, things, and processes to get to know.

5 Steps for a Smoother Customer Escalation


This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Nobody loves it when a customer feels the need to escalate their concern.

What is Net Promoter Score?


Net Promoter Score (NPS) measures the proportion of people who say they would recommend a brand vs. passives and detractors. It’s a customer satisfaction and loyalty metric that you can calculate by asking your customers a single question: ‘ would you recommend our product/service to your friends?’.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Concentrix Kicks off the New Year with More Innovation Awards!


The Business Intelligence Group Recognized Concentrix Lingualab with a BIG Innovation Award for Product of the Year. The post Concentrix Kicks off the New Year with More Innovation Awards! appeared first on Concentrix. 2021 Award News NewsClip


VoIP Features for 2021 – Voice, Video, and Texting


The previous year was a struggle for many businesses because of the need to switch to work-from-home policies. Even many businesses deemed “essential” considered their options to allow employees to work remotely.

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Part 1: B2B Customer Support Transformation Imperatives

Team Support

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download.

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2021 Customer Success Resolutions That Are Actually Attainable


New year, new me, right? While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

5 Customer Experience Trends for 2021 and Beyond

Advantage Communications

With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base. Customer Service Trends

Master Customer Satisfaction Score (CSAT) in one month


Become a CSAT expert with our comprehensive 4-week email course. Tools


What Is Cost of Goods Sold (COGS) for SaaS? Where Does Customer Success Fit?


For any business to sustain and scale, it has to know and work around its profit margin. While different industries have different profit margins, knowing the cost of goods sold (COGS) is a common deciding factor in all to calculate those margins.

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How to Use an Email Ticketing System to Boost Your Support Team’s Productivity


Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. With countless emails, queries, calls, messages, and social media mentions pouring-in from every direction; it becomes hard to not miss a single incoming query.

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!

How to Transform Help Desk Services With Cloud Computing

CSM Magazine

A help desk is a fantastic bridge between companies and customers. You can assist people with their problems, find out what is good about your product or service, and what needs to be fixed. It is an essential tool if you want to satisfy the customers and constantly develop your product.

Jan 12 – Customer Success Jobs


Role: Customer Success Director Location: Remote, Denver, CO, US Organization: Healthgrades As a Customer Success Director, you will develop the strategies needed to help clients make an informed decision through a consultative sales approach.

A 5-Step Checklist for Mastering Enterprise AI

CSM Magazine

Artificial Intelligence is here to stay but how do you turn hype into reality? Abbie Heslop at EBI.AI applies a few real-life lessons to provide CX leaders with a practical pathway to AI success.

Conn3ct secures position on G-Cloud 12 framework

Connect Managed

Conn3ct is delighted to have secured its space on the UK public sector procurement framework, G-Cloud.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Customer Success in Healthcare Industry: Trends and Best Practices


With the growth of technology, the healthcare sector has adopted highly sophisticated technologies like Big data, electronic health/medical record (EHR/EMR) in their software products.

How Data Reporting Can Benefit Your Brand

Global Response

One of the most important benefits of partnering with an outsourced contact center is data reporting. Though it is a major benefit that is often overlooked in importance, it is essential in more. The post How Data Reporting Can Benefit Your Brand appeared first on Global Response. Global Response Blog Technology and Security

The 10 Biggest Myths of Customer Experience (CX) – Busted!


Customer experience is gaining traction as the new battlefield. Customers who come back for a pleasant experience are loyalists who are important to any company. The economy we live in is experience dominates.