Inside Customer Service
MAY 9, 2024
The feedback session was going poorly. A quality assurance analyst was reviewing a contact center agent's calls. The agent was upset about her quality score. The agent bristled at receiving zero points for friendliness. The analyst pointed out that the agent sounded disinterested. Irritated at times. There was no warmth in her approach. "Well, that's friendly for me," was the retort.
Customer Think
MAY 9, 2024
There’s a universal truth the world over — bad experiences turn customers away. But the rate of churn after a disappointing encounter isn’t equal across the globe. Customers in some regions are less forgiving after a poor interaction.
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Zonka Feedback
MAY 9, 2024
Ensuring a great patient care is essential for the success of any healthcare business. Healthcare surveys emerge as a potent tool in this pursuit. They not only assess patient health but also gather crucial feedback on their healthcare experiences. This feedback, in turn, enables you to personalize care plans, enhance patient outcomes, and forge stronger patient relationships.
Beyond Philosophy
MAY 9, 2024
A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it. Each part will explore the various psychological aspects of Customer Experiences to clarify what they are and provide practical advice about using them.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Customer Think
MAY 9, 2024
This article was first published in the May edition of Top Sales Magazine. You can subscribe by clicking the link at the bottom of this article. It’s a fairly basic principle that in order to be able to sell something, we need to know something about what we’re selling.
Customer Experience Matrix
MAY 9, 2024
Back in February, I mentioned that CDP Institute had published a Composable CDP Self-Assessment Tool that asks people what gaps they must fill to convert their current systems into the functional equivalent of a CDP. I recently checked how many responses we’ve received, and was disappointed that there were just fourteen. Obviously this isn’t enough to draw statistically meaningful conclusions, especially when you bear in mind that the audience of CDP Institute members can’t be considered represe
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
SurveySensum
MAY 9, 2024
Quality healthcare depends on effective communication, as proven by staggering statistics. Over 70% of medical errors are caused by poor communication, costing billions annually. Studies show that patients who have a good relationship with their doctors are more likely to follow their treatment plans, improving health outcomes and satisfaction. The art of building patient trust is often lost in the noise of selling products and services.
Customer Think
MAY 9, 2024
When companies plan how to design a customer service process they often go through a process called ‘customer journey mapping.’ This is where they map the entire journey that a customer goes on in their relationship with that brand.
SugarCRM
MAY 9, 2024
Marketing and Sales heavily rely on each other to drive growth. Thus, it makes sense to cultivate a sense of collaboration and coordination between the two, given the competitive business landscape we are currently witnessing. But how can the two distinct departments better work in synergy? With the help of a robust CRM tool, Marketing and Sales can work better together, drive growth, and positively impact your business’s bottom line.
Customer Think
MAY 9, 2024
As shelter-in-place orders rolled out across the globe, many companies were overwhelmed with customer phone calls. But many of those calls involve time-consuming, repetitive processes that could easily be automated.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Customer Think
MAY 9, 2024
Photo 21051337 | Blue Ocean © Brett Critchley | Dreamstime.com I was thinking about the widely-read business book Blue Ocean Strategy, which was published 20 years ago, and the application of its central premise to purpose-driven work today.
Customer Think
MAY 9, 2024
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