Sat.Jan 16, 2021 - Fri.Jan 22, 2021

5 Top Customer Service Articles For the Week of January 18, 2021


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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker.

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International Contact Centre Operations Tips & Best Practices


Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another.


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Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like.

Planning for the call center hybrid workforce


In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres.

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.

Small Improvements in Customer Service Create Big Wins


Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.



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Leading with Empathy: Demonstrate Understanding, Care and Compassion for Customers and Employees

Contact Center Pipeline

Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that has a proven impact for companies. Numerous studies have linked empathy in the workplace to increased revenue and higher employee and customer satisfaction.

McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot?

Amazing Business Radio: Mahesh Ram


5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers.

How Character Development Compliments CX

CX Global Media

How character development compliments CX strategy is one of the most important aspects we review from numerous and diverse sets of perspectives at CX Global. Read more. The post How Character Development Compliments CX appeared first on Customer Experience Strategy and Tactics.

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!

If we can see it, we can fix it: How vision is expanding the roles of customer service staff


There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.

Virtual Queuing vs Call-Backs


The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue.

Time Isn't the Main Thing. It's the Only Thing: How We’re Fixing Internal Comms at Guru


A wise woman once said, “We all have the same amount of hours in the day as Beyoncé.”. This past year my team has had to do more with less. Less headcount, static budgets, and zero of the kind of reciprocal energy gained from being in the same physical space as our colleagues.


3 Myths About Call Center Outsourcing Regions

Outsource Consultants

The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. But, the global success of call center outsourcing services, and the emerging economies it helps support, seems to be proof enough.

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!

The TechSee Delivery Team – Driving change through exceptional delivery


How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that.

Powering the Modern Listening Enterprise


This material originally appeared as part of our Resources video series. View the original here.

CRM & Voice Integration Connects the Dots for Improved CX


The power of a single conversation to build customer relationships is an idea that all sales and service teams understand. With the digital expansion of conversation venues, customers and sales teams have more opportunities for connection than ever across more channels and more devices.

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Does Your Business Live Up to Customer Expectations When They Contact You?


It is a given that you cannot keep each customer happy and satisfied because they have different expectations and, sometimes, impossible demands.

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.

21 Cybersecurity Tips for 2021 (Part 2)


In the previous installment of this blog series , we shared seven cybersecurity tips to prepare your organization for 2021. This blog post includes seven more tips to help protect your organization from cyber-attacks.

Mitchell: Excellence in the B2B Customer Experience

NICE inContact

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process.

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Keep Your 2021 Sales Pipeline Full Using the Selling Lessons of 2020

Integrity Solutions

By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore.

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How can we jumpstart post-pandemic planning while continuing our digital transformation?

DMG Consulting

Question: Can you give us some tactical actions that we can take to jumpstart our post-pandemic planning while keeping the continuation of our digital transformation in mind?

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 Path to Sustainable and Reliable Business Partnerships


Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes.

How to Build the Ideal Customer Journey Using Your Customer Success Platform


If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers.

Best Practices for Video Meetings - Our Latest BCStrategies Podcast

Jon Arnold

We’re on a roll lately at BCStrategies , this being our third podcast over the past few weeks. I hope you caught the last two - 2020 highlights, and our look-ahead for 2021. They’re easy to find on our portal, as is our current podcast - best practices for video meetings.

Welcoming in 2021, the Year of the Vaccine

DMG Consulting

Welcoming in 2021, the Year of the Vaccine. Happy New Year! I planned to write a newsletter column about enterprise servicing and investment priorities, but decided to write about innovation and our shared goals as humanity.

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.

7 Ways to Measure the Effectiveness of your User Onboarding


If your churn and retention rates are staying the same or worsen for individuals who go through your onboarding process, you’ve got a problem. User onboarding makes for healthier, happier customers and more informed product teams.

Telehealth – here to stay. The growing need to expand access to care.


Recently, a colleague told me about her ailing father. He’s a bedridden 83-year-old who is obese and has diabetes. Already a challenge before the pandemic, ensuring that he made it to his healthcare appointments safely and comfortably became even more difficult due to pandemic restrictions.

3 Key Customer Success Insights that Drive SaaS Growth


This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers.

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