Mon.May 09, 2022

5 Tips for Writing More Effective Customer Service Emails

CSM Magazine

Regardless of industry, customer service is always one of the most important aspects of running a successful business.

Are you a CX Champ or Chump?

Myra Golden Media

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.

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6 Customer Service Tips for a Startup Business

A Better Answer

The challenges facing small businesses are similar to any other — the difference is, they have to address them with smaller teams and fewer resources. They need to be creative in solving any emerging issues without compromising quality customer service.

Protecting Your Credit Union Members From Fraud Starts in the Contact Center

Edify

Even though credit unions present a variety of attractive attack surfaces for fraudulent actors and hackers, you can minimize the risk to employees and members with the right contact center solution … one that has proper security features baked in.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Your First 100 Days as an Account Management Leader Part 1: How to Create a KAM Process

Kapta

Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships.

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The 80/20 Rule: How it Can Transform Your Customer Support

Nicereply

In the early 1900s, Italian economist Vilfredo Pareto discovered that 80% of the land in Italy was owned by only 20% of the population. As he studied this phenomenon further, he found this far-reaching principle—which came to be known as the “Pareto Principle”—applied to many areas of life.

Centers for Medicare & Medicaid Services (CMS): A Peek behind the Curtain of the Healthcare Behemoth

Certified Languages International

June is right around the corner, which means summer is about to start … and CMS call center monitoring is about to end. From around February to June, CMS conducts its annual Accuracy & Accessibility Study on health plan call centers that service Medicare.

New Report: Agent Experience and the Shifting Digital Landscape

LiveVox

Are your contact center agents struggling to proactively engage with customers and personalize their conversations? Or perhaps you’re dealing with low agent productivity and morale? You’re not alone. The post New Report: Agent Experience and the Shifting Digital Landscape appeared first on Livevox.

Complete List of Call Centre Metrics You Should Be Tracking Right Now

Infinity

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Contact Centers: The Next Big Thing

DMG Consulting

Contact Centers: The Next Big Thing. April 28, 2022 By Donna Fluss. View this article on the publisher’s website. It’s amazing that contact center technology is now considered “hot.” Seemingly out of nowhere, software vendors of all sizes have decided that they need to offer contact center functionality. It’s funny because little has changed in the contact center industry in the past 40 years.

10 Best SEO Tools to Analyze and Improve Your Website

JivoChat

Counting on the best SEO tools is going to help you to know what to do to rank higher in search engine results pages, including on Google. You are going to have the right tools to measure the performance of each page on your website and identify what you need to change to conquer more traffic.

Understanding Your Contact Center Costs: Attrition

Taylor Reach Group

By Colin Taylor. Understanding Your Contact Center Costs: Attrition. A recent report from Gartner [1] referenced the cost to replace a frontline agent at $14,113. We have seen similar figures when working with clients.

How to make a Customer Success Dashboard that Works

CustomerSuccessBox

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How Can Semantic Search Manage Long-tail Queries?

Inbenta

When optimizing web content, it is common knowledge that keywords still matter. The competition for ranking for single keywords is stringent, with digital content getting published at an astonishing rate.

The CEO’s Guide to Creating a Culture of Innovation??

SmartKarrot

Culture shapes how people think, feel, and behave. It also plays a role in what we value. As a CEO, you can influence the culture at a company using subtle cues and symbols that help your employees align with their organizational goals.

Top 12 Platforms for HR Managers

CSM Magazine

What is an HR platform? An HR manager has more responsibilities between hiring, onboarding, compiling, and scheduling. The job is never easy as the human resources department is tough to manage. But with the usage of the right technology, all roadblocks could be wiped away pronto.

May 09 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Chicago, IL, US (On-site) Organization: William Blair As a Director of Customer Success, you will establish a new world-class customer success team of high-performing CSMs with deep industry expertise that can deliver client value.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.