Mon.Nov 23, 2020

Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

5 Top Customer Service Articles For the Week of November 23, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.


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2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Contact Center Pipeline

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm.

It’s more than customer appreciation


Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled.

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.

The crucial new role of automation in healthcare CX

TELUS International

Automation is an invaluable tool for healthcare companies. Discover how mobile technology and chatbots can transform your customer experience. Next-Gen Technology



More Trending

What Guru Employees Are Thankful For in 2020


As we move into what is bound to be an unconventional holiday season it’s only natural to take a look in the rearview mirror of this tumultuous year. Rather than dwelling on the lows we’re here to remind you of the small pockets of joy that got us through. Here’s to finding ways to be thankful!


Provide Multilingual Support With Multiple Auto Attendants


It’s not uncommon for businesses to provide goods and services to a wide range of populations. Even if your small business is local to a U.S. city state, it may still have a need for multilingual support to match the communities it serves.

13 Stats that Prove Great Customer Experience Starts with a Smooth Agent Experience


There is a cyclical relationship between agent experience and customer experience because the customer service journey begins behind the scene: agent. Here are 13 stats that prove investing in your agent experience will pay huge dividends toward your customers.

Techniques to Prioritize Your Customers’ Satisfaction

CSM Magazine

Today’s business models aren’t purely transactional anymore. How people feel and talk about your product or service matters a lot, too. With the huge competition in the market, a discouraged client has no reason to stay loyal to a given company.

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!

Grandview Medical Center achieves new levels of efficiency and quality with PowerScribe One


In Birmingham, Alabama, Grandview Medical Center has grown to become a progressive, flagship facility. But until 2019, the radiology department still relied one hundred percent on transcription for their radiology reports. According to radiologist Dr. Joel Mixon, the process was inefficient at best.

How to Communicate With Customers From Diverse Cultural Backgrounds

CSM Magazine

In the digital age the world keeps growing smaller and smaller. As a result, customer bases are increasingly becoming more multicultural and international. This means that successful customer service teams need to be prepared to communicate with customers from diverse backgrounds.

The FDCPA and the (Un)forbidden Fruit of Omnichannel


No doubt, the debt collection industry is entering a new era. The 2020 FDCPA update represents a major paradigm shift for the US debt collection industry and for the 8 000+ nationwide firms. The post The FDCPA and the (Un)forbidden Fruit of Omnichannel appeared first on NobelBiz®. Blog News


The True Cost of the Amazing Customer Service

CSM Magazine

Getting your clients a wide range of services and providing them with excellent quality products is no longer enough. Trends and directions are continually changing, and it happens so fast that you cannot adapt to every one of them.

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!

Celebrating Thanksgiving in 2020

Working Solutions

This year’s Thanksgiving will be different than any before—and hopefully than any ever again. The Macy’s Thanksgiving Day Parade will only be virtual, with the coveted job of balloon handler being replaced by automation and vehicles. Family dinners may be outdoors or over Zoom or WebEx.

The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison


Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This starts with a good help desk or ticketing software.

Employee Experience vs Employee Engagement


Employee experience & employee engagement are critical to defining the employee value proposition and essential for leadership to understand. The post Employee Experience vs Employee Engagement appeared first on CustomerCount.

How to Improve Customer Service in the Construction Industry

CSM Magazine

Excellent customer service takes into consideration the specifics of each industry. People have different expectations from every type of business they interact with, and it is customer service specialists who can establish the parameters of efficient and satisfying collaboration.

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.

Nov 23 – Customer Success Jobs


Role: Director of Customer Success – 100% remote Location: Remote, United Kingdom Organization: WORK180 As a director of Customer Success, you will identify and implement short and long-term strategies for client retention and growth.

What Is Ad Tech and Why Should You Care About It?

CSM Magazine

Once upon a time advertising came down to such basic things as images, symbols, and shop signs. And as you were wandering across the city, you could also hear town criers yelling to attract customers.

2021 SaaS Statistics and Trends: The Ultimate Collection


The SaaS industry has seen a huge upsurge in the past decade. There have been massive shifts in all areas of businesses from on-premise to cloud solutions. All the business processes, be it marketing, sales, CRM, to even product development have started using SaaS products.

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Launch Your Pop Up Shop in 5 Easy Steps

CSM Magazine

The way we do retail business has changed as businesses and brands must now focus on the moment. Therefore, pop up shops to rent London are gaining traction fast. Talk about food shops, galleries or brand experiences pop up shops are everywhere.

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!

Roles and Responsibilities of a Renewal Manager in B2B SaaS


Of the many key contributors in a customer success team, one that strikes a balance is the renewal manager. It might look on the exterior that the work constitutes driving renewal and retention rates, but that is not what the whole story is about.

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How to Improve Your Chat Support

Global Response

When it comes to customer service, the goal is to always aim to provide your clients with the best possible experience. Of course, there are many things that can be done to more. The post How to Improve Your Chat Support appeared first on Global Response. Best Practices Global Response Blog

Personalized Customer Service and the Omnichannel Approach


Personalized Customer Service and the Omnichannel Approach. Customer Experience

The Future of Call Centers 

Global Response

The future is always uncertain. No one can ever be sure as to what may be just around the corner. As we’ve witnessed recently, changing circumstances can have a dramatic effect on more. The post The Future of Call Centers appeared first on Global Response. Global Response Blog Industry

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.

Digital Selling is for the Whole Enterprise


Digital selling is powered by information. Information drives virtually every process associated with the movement of product from concept and market to the customer’s own operation.

Solutions for an Effective Debt Management Collections System


Is your organization looking to improve connections or increase collections? Call center solutions have a. The post Solutions for an Effective Debt Management Collections System appeared first on TCN. Collections

Protected: Episode 16: Reinforcing Myself

C Space

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