Is your inbox overflowing with customer inquiries? Do you spend countless hours each day sifting through emails, struggling to keep up with the demands of customer support? You’re not alone. Providing timely, personalized support is essential for happy customers and a thriving business. But it’s a constant uphill battle without the right strategies and tools. […]
💡Why is this important? Having a HIPAA-compliant customer relationship management (CRM) solution ensures that every touchpoint, from appointment scheduling to patient feedback collection, respects and protects the patient’s privacy. What is HIPAA-compliant CRM software? HIPAA-compliant CRM is a software solution specifically designed to manage interactions with patients while adhering to the strict privacy and security […]
We are firmly in the age of customer experience (CX). Customers’ priorities are shifting, with experiences now taking precedence over other criteria for many customers. According to Gartner, CX drives over two-thirds of customer loyalty, more than ‘brand’ and ‘price’ combined. In a CX-driven world, closed-loop feedback is crucial in helping brands deliver the experiences […]
Affiliate marketing is a great low-cost way to earn money without any investments and risk. Lots of online content creators partner with businesses, promote them and in return earn commission for each sale. This is how the affiliate marketing works. However, the main challenge for beginners in affiliate marketing is the cost and effort involved […]
Home > Call Center Customer Service Training > Telephone Manners Telephone manners are critical to good customer interaction. Call center customer service professionals have to be polite and lead the call, even if the customer isn’t being polite because of a problem or service failure. Ask anyone how they feel about phoning a call center and […]
Is it possible to connect and lead GenZ’s the same way you have commanded other generations? In this episode, Chief Revolution Officer John DiJulius talks with Brian Polian. After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian stepped back from the coaching […]
Case Study: GreatAmerica Financial Services GreatAmerica provides equipment financing solutions to businesses. It’s the largest family-owned equipment financing company in the United States. CX Vision We help our customers achieve greater success GreatAmerica uses its mission statement as the CX vision. Its primary customers are businesses that sell office, medical, or other types of equipment […]
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program. […]
“The companies that don’t invest in customer experience are the ones whose leaders don’t understand the financial impact CX can have.” Several organizations are focused on building a world-class experience ecosystem for every business stakeholder. We have seen firsthand that companies with the strongest internal cultures are significantly less affected by economic instability. How do […]
Artificial intelligence might be taking over (metaphorically speaking), but it’s crucial not to adopt AI software blindly. If you’re considering (or have already implemented) AI tools to improve your support team’s efficiency, measuring success is essential to ensuring the investment is worth it. In this article, we’ll review the key performance indicators (KPIs) you should […]
