Wed.Jul 29, 2020

A Boring Customer Service Experience—That’s What Our Customers Want


Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

COVID-19 Impact: Recalibrating Human & AI Roles, Part 2

Contact Center Pipeline

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at the gaps that the pandemic exposed between digital and human service delivery, and the role AI-driven technology can play in contact center recovery and resiliency. In Part 1 of this series, […].

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Busy and billable: 6 visual strategies to increase technician utilization


Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50.

How to Build a Customer-Centric Call Center and Drive Growth


Do you know what a customer-centric call center actually means? Do you know how to build a company truly focused on customer satisfaction and CX? The post How to Build a Customer-Centric Call Center and Drive Growth appeared first on NobelBiz®. Blog Insights

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!

3 COVID-19 Marketing Campaigns That Don’t Suck With Customers

CSM Magazine

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete or tone deaf. . Some brands won and some lost in the mix.

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When it comes to customer engagement, all touchpoints matter


If you’re not regarding all touchpoints when measuring customer engagement, you’re not getting the full picture of the customer experience. Customer engagement doesn’t matter more in one channel than in another.

How to Write a Really Bad Survey


I have been writing and taking surveys for 30+ years. Over that time, I have taken a lot of very bad ones. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before.

How to Improve Customer Experience in Call Centers

ProProfs Chat

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. However, not all phone conversations are a pleasant exchange of thoughts.

4 key criteria to evaluate your software vendors’ security posture


Nowadays every company works with at least some kind of outsourced service or product, either to expand operational capacity, reduce costs, or elevate the know-how and strategic advantages of its business operations.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Outsource to Curb Your Debt Collection Woes


In the present times, businesses are hard-pressed with the challenge of investing, saving, giving debts, and even retrieving the owed debt back in a timely way which puts financial pressures on them. Unfortunately, this results in the delay of their payments and clock-up outstanding bills.

Boost Your CX Skills with Help from Calabrio and Rockstar CX


Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help!

While Telehealth Got a Slow Start, There Is No Stopping It Now

Certified Languages International

Since the coronavirus pandemic began earlier this year, telehealth has taken off and become an important tool to help alleviate the strain on hospitals and keep patients and healthcare workers safe from the virus.

B2B Customer Support: Up in the Cloud or Down on the Ground? Part 2

Team Support

“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO. Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider.

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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!

The Power of Text to Speech, Powered by Voice Recognition


“Hey, Siri…” “Hi, Alexa…” “OK, Google…” Everywhere and anywhere we turn these days, Voice Recognition innovation is present. In our homes. On our phones. Even in our cars. And for good reason.

Achieving 100% Customer Retention

CSM Practice

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy.

Three Ways to Deepen Relationships with Your Customers


It’s important for brands to spend time acquiring and then retaining new customers , but it’s just as (if not more) important to find ways to expand relationships with the customers that they already have.

Achieving 100% Customer Retention

CSM Practice

Customer retention is the process of engaging with existing customers to continue buying your products or services. It’s one of the main factors to measure a business’ success. If customer retention is poor, there is a high probability that your business is in jeopardy.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

How Haulage and Delivery Drivers Have Helped During COVID-19

CSM Magazine

Since the end of March, the UK government has encouraged the country to stay indoors and only leave for essential or unavoidable reasons. Such as buying food, toiletries, and medicine, taking the agreed amount of exercise, or working if you are an essential worker.

The importance of Krulak’s Law in CX


Krulak's Law highlights the importance of those on the front line, and not the head office, in the delivery of the best customer experience (CX). The post The importance of Krulak’s Law in CX appeared first on CustomerCount.

Top Live Chat Best Practices for 2020


If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now?

Partnering with customers to define and build the future


The COVID-19 pandemic has forced many of us to rethink nearly every aspect of our daily work and personal lives. From canceled events and late deliveries to store closures, overwhelmed services, re-arranged childcare, and even virtual family gatherings, we each face unprecedented challenges.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Car Insurance in the USA

CSM Magazine

Why should you care about car insurance? Is it important? Is it worth the money you are going to spend on it? If you a commercial driver, you definitely need commercial auto insurance. And here’s why.

Digitcom Series, Pt. 2 - Key Communications Challenges Facing Canadian Businesses

Jon Arnold

Part 2 of my three-part series for Digitcom has now been posted, and you can download it here. The series has been well-received so far, and my earlier blog post has the back story and link for downloading Part 1.

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The Many Types of Apps That Can Be Developed with Python

CSM Magazine

From professional-level applications to social media apps on an iPhone, applications have become a part of everyday life in today’s technology-based world. Businesses have discovered just how incredible applications are for reaching their target audiences and helping them achieve their goals as well.

Transforming Contact Centers for the Contactless World


After the lockdown imposition, everything came to a halt and so did contact centers across the globe. With the pandemic hit, businesses started moving to remote contact centers and be prepared for the contactless world.

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!

5 Reasons Why QA Outsourcing Is a Must

CSM Magazine

If an organization wants to achieve success within its industry or vertical, it must put out high-quality, reliable, and reputable products and services for its customers. In the world of technology, especially software development, this is even more true.

Does your customer experience pass the #MakeMomProud test? Part 2


Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 2. Published on: July 29, 2020.

The Power of Voice for Utility Providers


Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels.