Wed.Jan 20, 2021

Small Improvements in Customer Service Create Big Wins

ShepHyken

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.

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.

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

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.

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

Nuance

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.

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.

3 Key Customer Success Insights that Drive SaaS Growth

ChurnZero

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.

SaaS 52

InformaTech

InformaTech

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CodeBroker Introduces “CS Resolve” for Customer Service Appeasement

CSM Magazine

Application turns customer frustration into customer delight via instant delivery of digital coupons and gift cards.

Does Word Error Rate Matter?

SmartAction

Word Error Rate (WER) is a common metric for measuring speech-to-text accuracy of automatic speech recognition (ASR) systems. Microsoft claims to have a word error rate of 5.1%. Google boasts a WER of 4.9%. For comparison, human transcriptionists average a word error rate of 4%.

How to Use Psychological Priming to Get Customers to Accept Your Word As Final

Myra Golden

Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call control.

SaaS Value Proposition: The Essential Guide

SmartKarrot

Most of us love catchphrases, right. We remember them well enough to associate them with a brand or product immediately. These catchphrases contain the value proposition. A value proposition is something important for your website.

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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!

Benefits of Migrating to a Cloud Contact Center

Calltools

Managers in contact centers focus on providing the best customer experience possible and are looking to the cloud to provide it.

Jan 20 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, United States Organization: Lockstep As a Vice President of Customer Success, you will manage all aspects of the Customer Success team at Lockstep. Build, recruit, retain, and grow a team of great customer success representatives.

The Hybrid Workplace - New Opportunities for Collaboration: My Latest on No Jitter

Jon Arnold

Future of work is a growing part of my focus as an analyst, and the hybrid workplace model is right in the middle of all that. It’s a big topic, and every thread of research leads to more threads. My latest post for No Jitter views this through the lens of opportunities for collaboration vendors.

4 Technologies Improving Retail Operational Efficiency

CSM Magazine

Retail operations are closely connected to the business’s profitability and working on improving its efficiency is an ongoing task.

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!

Customer Retention Cost (CRC): All You Need to Know

SmartKarrot

Unlike traditional business models, SaaS has seen the rise of new kinds of metrics that help measure the pulse of this business. These metrics include Annual Recurring Revenue (ARR), Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC) and Churn.

Online Reviews as the Lifeblood of Brand Loyalty

CSM Magazine

Reviews are the lifeblood of businesses online and traditional brick-and-mortar. According to Search Engine Journal , 70% of people claim they form an opinion of a business based on their online reviews, and 90% of respondents claim they read less than ten reviews total before forming an opinion.

The Importance of the Customer Greeting

Ann Michaels and Associates

How important is the customer greeting? When a customer walks into a place of business, how soon should they be acknowledged with a greeting? This is an area most businesses have struggled with for years. When we begin a mystery shopping program for a client this question is always front and center.