Wed.Jan 12, 2022

Customers Are Changing. Are You Ready with The Next Best Thing is Customer Strategy?

Beyond Philosophy

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago.

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Top 3 Ways to Calm Angry Customers

Myra Golden Media

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.


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The Big Fail: Why Are You Not Listening to the ‘Voice of Your Product’?

Beyond Philosophy

Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).”

Contact Center Absenteeism: More Flexibility Is the Cure

Contact Center Pipeline

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to the pursuit of a solution.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

The Big Fail: Why Are You Not Listening to the Voice of Your Product?

Beyond Philosophy

What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word?

More Trending

5 Customer Success Manager Interview Questions & How to Answer Them


Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection.

Designing Your Customer Success Executive Sponsor Program


Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions.

Guru + Slack + Salesforce: Supercharge Your Digital HQ


What comes to mind when you think about a company’s headquarters? You may think about a glass-and-concrete tower, or an office complex in the suburbs. Chances are you’re not doing most of your work in these environments, if you’ve even been in an office at all in the past two years.


4 Signs Your Contact Center is Ready for Digital Transformation

Upstream Works

The demands facing contact center systems are getting more complex and more varied than ever before.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Transforming the patient and physician experience with Dragon Medical


Anyone who has been a healthcare provider understands at a gut level the impact that your work has on patients. I experienced that feeling as a nurse on the medical-surgical pediatric unit at the John Hopkins Children’s Center.

The Omnichannel Experience – What the Heck Does That Mean??

Shep Hyken

There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos.

6 Keys to an Effective Call Center Request for Proposal (RFP)

Global Response

Tailor your contact center RFP document to select the perfect partner for your specific goals. As your company grows, expanding your brand’s call center operation is crucial to providing a high standard more.

How to Use Telehealth Services


Benefits of Telehealth | Pros & Cons | Client & Provider Perspectives | How TeleDirect Can Help Improve Your Telehealth Platform. If the COVID-19 pandemic taught us anything – besides the importance of personal health – it’s that face-to-face communication has been redefined…forever.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

CEO’s Guide to Growth Through Ease of Business & Ease of Work


CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker. Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series.

Growing Telehealth Trend In Healthcare


Telehealth Technology in Healthcare. Types of Telehealth Services | Telehealth Trends in Healthcare | Modern Healthcare Telehealth Platforms | How TeleDirect Can Benefit Your Telehealth Services. Telehealth is clearly here to stay.

Jan 12 – Customer Success Jobs


Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care.

The 11 Best Freshdesk Alternatives to Consider in 2022

Help Scout

Tired of Freshdesk or looking for your first help desk? This list of Freshdesk alternatives will help you decide which tool is right for you. Read the full article


Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

11 Email Marketing KPIs to Keep Track of


Email marketing campaigns can be an effective way to convert leads into customers, and also to engage customers to become loyal to your brand, for example.

Encouraging Support Teams To Write Help Docs

Help Scout

This Ask Help Scout column includes advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so. Read the full article

Best Casinos to Play in United Kingdom

CSM Magazine

The online casino system has provided a huge source of entertainment to all game lovers around the globe. It is a huge opportunity to play games and maybe win some money by just sitting in your room.

Candid Conversations: How Visual IVR Is Transforming Retail CX


This blog explains how Genesys Cloud CX and the power of the Zappix Visual IVR solution make the entire customer experience fluid and seamless. In a recent episode of “Customer Experience Insights,” Lisa Goodson, Retail Industry Executive at Genesys, and Bob Barrows.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

The FCC’s Reassigned Numbers Database: A Good but Limited First Step

CSM Magazine

Savvy customer service managers know the substantial compliance risk created by any communication that goes to the wrong recipient under the Telephone Consumer Protection Act. Robert McKay, SVP of Risk Solutions for Neustar , looks at the recently rolled out Reassigned Numbers Database (RND).

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How to bring empathy to your customer experience strategy

Natalie Petouhof

Original Article Published on by Kim Davis. You have two assets without which you cannot have a business – customers and employees,” said Natalie Petouhoff. Yet they’re not on the balance sheet and we don’t design experiences to maximize their potential.”.

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How Service Still Beats Price In Certain Industries

CSM Magazine

The way we shop for products and services has changed drastically over the past few years. Whereas in the past, customers had a limited range when searching for deals, online shopping makes price comparisons incredibly easy. This has led to many companies approaching pricing as a race to the bottom.

The new standard for customer health


Similar to the multi-billion dollar health and wellness industry, the SaaS industry goes through its own fads and trends. Some stick, others don’t. Burn the churn

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

What Is Cost per Call? (Plus 4 Ways to Cut Yours!)


In this post: What is cost per call? How to calculate Cost per call What does cost per call tell you? 4 ways to cut your cost per call. What is Cost per Call? Cost per call is broadly defined as the total contact center operational budget divided over its number of calls.

Refresher course: What are customer health scores?


You know how critical customer health is and you’re always striving to improve. Maybe you’ve even signed up for our 8-week customer health challenge — and you’re ready to burn the churn!). Burn the churn


What An Annual Leave Loading Is and How To Calculate It

CSM Magazine

An annual leave loading is an annual payment that is intended to compensate employees for not being paid for public holidays or sick days. It can also be calculated as a percentage of your gross salary, but it may vary depending on the state you are employed in.