Thu.May 12, 2022

Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Beyond Philosophy

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process?

Four Reasons Why Training Today Is Failing Employees

Contact Center Pipeline

Today’s model for training, educating, and preparing our workforce is broken. The rapid acceleration of technology and changing workforce calls for something new. Workers today are disengaged and unprepared for work. But there are ways to fix that.


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Find Out What It Takes to Become a Good Team Leader

CSM Magazine

Leadership is a skill that can be learned and developed over time. It takes hard work, dedication, and a willingness to learn from your mistakes. A visit to [link] shows how keen people are to learn from people who are successful at things like leadership, marketing, and real estate.

Reasons Why Your Company Needs Multilingual Customer Support


The digital economy has ushered in a new phase of globalization and is, as expressed by the World Economic Forum , "becoming a force to be reckoned with through e-commerce and digital services."

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!

What’s a Customer Journey Map? Template & Crash Course


Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. It's no coincidence that we frequently return to the businesses that offer us great experiences.

More Trending

Latest Guest Spot on ZKast - Poly and Cisco Takeaways, Plus Hybrid Work

Jon Arnold

Am back doing another guest spot on Zeus Kerravala’s ZKast, where we review the latest trends in the collaboration space. I recently attended a Poly event, and Zeus did the same for a Cisco event - right around the block from each other, and we shared our takeaways from those events.


Moving toward Predictive Customer Analytics for Excellent Customer Support

CSM Magazine

Historically, customer support teams have taken a reactive approach to customer issues. Improving customer experience was more about finding solutions to customer-reported issues than proactively taking steps to improve the value and quality of the company’s products and services.

Lazy AI in the Contact Center Part 1: How Sales Outcomes Suffer


The modern contact center strives to be more efficient, more productive, and more profitable than ever, so it’s no surprise that leaders turn to tech to boost performance.

Partner with Call Experts to create lasting customer relationships.

Call Experts

At Call Experts, we know it’s essential to create long-lasting customer relationships. Our goal is to provide you with a support team that is as helpful and easy to work with as possible.

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.

Scenario Based NPS — Metrics Part 2

Education Services Group

The Reason. In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class.

Call Center Management Tips, Tricks, and Best Practices


Call centers, especially large call centers, are a constant bustle of activity as agents are helping customers in rapid succession with a variety of issues and queries. Managers can have their hands full with keeping track of employees, policies and processes that are subject to change.

Customer Experience Tips for Vacation Rental Owners

CSM Magazine

There’s no time like the present to be in the vocational rental business. Though the start of the global pandemic prevented or reduced travel, the distribution of vaccines and a decline in hospitalizations have prompted people to get back out and explore.

When you win, we win. Cheers to customer success!


When you win, we win. Cheers to customer success! Stephanie Clarke. Thu, 05/12/2022 - 15:29. Customer reviews are among Quadient’s favorite sources of feedback because they bring our products and services to life.

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.

Delivering Great Customer Service is Critical When Dealing with Fraud Claims

CSM Magazine

Delivering great customer service is essential for any business, but it is especially important when it comes to fraud claims. The number of people who report being scammed has been on the rise recently. In this day and age, it is important for businesses to have a dark web monitoring tool.

The Final Rule: What You Need to Know about Language Access and Section 1557

Certified Languages International

In May 2019, the U.S. Department of Health and Human Services (HHS) proposed revisions to regulations under Section 1557 , the nondiscrimination provision of the Affordable Care Act. In June 2020, HHS released their final rule, which repealed several protections regarding language access.

How to Professionally File a Complaint Online: All You Need to Know

CSM Magazine

There is every tendency for you to have an issue with an online marketplace, a social media platform, or a website. Counterfeit goods may be delivered to you, your social media page may suddenly shut down or be blocked without any obvious reason that you can point to. The Live Virtual Receptionist for Growing Medical Practices and Physicians

Abby Connect

Medical practices have a lot on their plate. Between HIPAA compliance, seeing patients, and managing the business side of things, it’s no wonder that phone calls from patients sometimes fall through the cracks.

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.

What to Do When Your Remote Employees Lack Productivity

CSM Magazine

While we’re now past the lockdown era that practically enforced telework, the virtual workplace will remain part of our lives. Companies noticed several benefits after the shift and chose to stick with remote work.

What is an Automated Call? (And How to Handle Them Like a Pro!)


Some people might say that automated outbound calls are similar to the telemarketers that call at dinner time or the early hours of the morning. But it’s not just limited to salespeople and spammers.

How A History In Customer Service Will Support You In Becoming An Entrepreneur

CSM Magazine

Businesses that focus their attention on providing exceptional customer service have revenues up to 8% higher than those that don’t. In fact, customer service is so important to consumers that 25% are prepared to pay an extra 10% for it , according to Forbes.

What is a Good First Call Resolution Rate?

SQM Group

Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR benchmark results

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Creating A digital storefront through customer service


Customer experience comes down to creating the easiest path possible for customers to complete their tasks. Whether enrolling in an insurance policy, returning a dress, or booking a flight, the principles of good customer service remain the same whether online, over the phone, or face-to-face.

What Can You Do If Your Calls Are Being Labeled As Spam?


The crackdown on illegal robocalls from the highest levels of government has been swift, beginning with the TRACED Act in 2020 and continuing in iterations of enforcement.

What are the advantages of having a service culture?

Inside Customer Service

Imagine you wanted to meet a friend for coffee. Your friend suggests a place they think you'll like that's located in a nearby neighborhood. You've never been there before and don't know the address. How would you get there?

7 Ways to Use Live Streaming to Liven Up Your B2B SaaS Business?


Videos are a very popular mode of communication. Live streaming is a great solution for companies, including B2B SaaS ones who want to improve their influence on users and prospects. Live streaming is a great way to reach the numbers without overspending on expensive hardware, equipment, and more.

SaaS 52

The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.

Convergence of Product and Customer Success Management.


It’s astonishing to know how product management converges with customer success management at one point. The overlap is the point where customers truly and completely experience the efficiency and effectiveness of your product!

Top 10 Customer Engagement Manager Interview Questions & Answers?


Customer engagement managers are a great, coveted position in the SaaS space. Though getting a new client is great for a business, keeping the customer relationship positive is the most difficult aspect. Customers need to be engaged once they are on board with the company.

Gathering Frequent Employee Feedback

Brad Cleveland

The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” No one in your organization understands processes, products and customers more than your employees.