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Membership Emails
Below is a sample of the emails you can expect to receive when signed up to Customer Service Manager.
Reuters Events are excited to announce their next free Customer Service Webinar: Delivering Frictionless Digital and Mobile Support Experiences.
Providing seamlessly integrated customer service is crucial - 2020 has seen a reinvigorated demand for digital and mobile experiences and your support offering must effortlessly meet customers where they are. This webinar brings together CX and Care leaders whose businesses are reinventing how you approach omnichannel care. Learn how digital, mobile and in app support fit into your wider service ecosystem.
Hear from leaders at Wealthsimple, Visible, Metromile & Helpshift.
Register now to join live or pre-order the recording!
Taking place December 3rd (1pm Eastern/ 10am Pacific) tune in to discover how you can meet consumer demands for frictionless mobile support experiences:
Synchronize channels for a seamless mobile experience - Leverage real-time data for a personalized experience, and fully embed self-serve, social, and chat into your mobile customer service offerings.
Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services.
Discover how to deliver a better mobile experience which will delight your users - Explore the opportunities for automation, asynchronous messaging & AI.
Listen in live or pre-order the recordings direct to your inbox!
Speakers include:
Paul Teshima,Chief Client Experience Officer,Wealthsimple
This message was sent to @ by ian@customerservicemanager.com
CSM Magazine, Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom
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LATEST FEATURES
Free Webinar: Adapt Your Customer Service Department to Home Working and COVID-19 Customer service heads at leading brands share best practice on remote working. Join live or download later. Read More..
Taking Customer Service From Good to Great! Bryan Horn reflects on how customer service standards have fallen and offers some ways to take your service from good to great. Read More..
Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?
Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent. Read More..
How to Quickly Onboard New Call Center Workers in Times of Crisis
Derek Jones outlines the steps call centers need to take for quick onboarding of new employees.Read More..
How to Market Customer Experiences in a Time of Isolation
Now is the time for brands, businesses and organisations to create an online, virtual version of themselves. Read More..
MANAGER''S TOOLBOX
Why Behavior Is Everything
If the Coronavirus pandemic has taught us anything, it's that behavior is everything. Read More..
SPONSORS
Making Rewards Easy to Send & Awesome to Receive. Download the Rewards Genius app to start sending rewards and incentives directly from your Salesforce instance. Read More..
UPCOMING EVENTS
The Customer Service Summit West
June 8-9, 2020, Hilton San Diego Resort & Spa, San Diego, US
Tools and strategies to drive customer service to the center of the business and exceed customer expectations. Read More..
Customer Contact Week (CCW) Vegas, US June 22-26, 2020, Caesar's Forum, Las Vegas
CCW is the #1 place for customer experience leaders to learn about the emerging technologies set to disrupt the industry. Read More..
Customer Service and Experience Summit September 14-15, 2020, Hilton Canary Wharf, London, UK
The only show of its kind bringing together Europe's most senior CS decision makers under one roof. Read More..
The Customer Service Summit October 1-2, 2020, Hilton Midtown, New York, US
Tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. Read More..
Customer Contact Week (CCW) Europe 2020 October 5-8, 2020, Barcelona, Spain
The event is the #1 place for progressive CX, customer contact and digital transformation leaders to keep ahead of the game. Read More..
We always welcome your comments and suggestions. Please contact the editor at: ian@customerservicemanager.com.
Best wishes,
Ian Miller, Editor
CSM Magazine
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
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LATEST FEATURES
The Customer Service and Experience Summit Senior customer service decision makers share invaluable insights and provide actionable takeaways. Sign up for your free pass to this virtual event. Read More..
3 Winning Strategies for Effective Employee Engagement
As contact centres evolve as a result of COVID-19, now is a critical time to keep frontline staff safe and motivated.
Read More..
Customer Service in the Digital Age
In this in-depth article, Reina G. Wiatt and Jolene A. Lampton look at the state of customer service in the digital age.
Read More..
Where Are Your Standards? Why Every Company Needs a Director of Customer Experience Bryan Horn discusses why it is essential to have a director with a customer-first mindset. Read More..
How to Measure Customer Retention
While not my typical lesson, this is very important. It's about customer retention-which can lead to customer loyalty.
Read More..
What to Do When Customers Ignore You
Remember the days when people noticed good customer service, talked about it, and most importantly-rewarded you for it? Read More..
MANAGER''S TOOLBOX
Why Overly Lean Organizations Are Less Resilient
Lean is all about simplification, streamlining, and eliminating waste. What could be bad about that? Read More..
SPONSORS
Making Rewards Easy to Send & Awesome to Receive. Download the Rewards Genius app to start sending rewards and incentives directly from your Salesforce instance. Read More..
UPCOMING EVENTS
The Customer Service and Experience Summit (Europe) August 25-27, 2020, Virtual Event
The only show of its kind dedicated to customer support leaders who are looking to advance their customers'' experience through better service. Read More..
Customer Contact Week (CCW) Europe 2020 October 26-November 5, 2020, Virtual Event
This event is the #1 place for progressive CX, customer contact and digital transformation leaders to keep ahead of the game. Read More..
The Customer Service and Experience Summit (USA) November 17-18, 2020, Virtual Event
Tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. Read More..
We always welcome your comments and suggestions. Please contact the editor at: ian@customerservicemanager.com.
Best wishes,
Ian Miller, Editor
CSM Magazine
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
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Hi,
The time has come for CX professionals to move from talking about change to actioning it. With just 2 weeks until Reuters Events Customer Service and Experience (26th-27th August) we are delighted to see the industry come together to strategize and develop a roadmap to seamless customer journeys. Representatives from companies like American Express, Bose Corporation, Coca Cola, HSBC, Marriott and many more have registered their teams so why haven''t you?
We present the most influential speakers, an audience of decision makers and the most trusted and ground-breaking vendors in the space. Don't miss out. With 25+ industry leading speakers, ranging from across the service, experience, care and support communities we are looking at the lessons learnt, the technologies that are now essential and how the customer journey is above all.
Register for your free pass now and join us August 26th
Who's leading the conversation?
Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale
Carlo Nadello, Chief Customer Officer, Telecom Italia
Mar Romero, Chief People Officer, Telepizza
Christina Liciaga, Head of Customer Service, HSBC Retail
Matthias Erb, Head of Holistic User Experience, Volkswagen
Amber Kirby, Director of Brand and Customer Experience, Eurostar
With our free standard pass you will have access to:
Keynote presentations from C-Suite CX visionaries on both mornings of the conference
Access to panel discussions and live Q&A sessions during both mornings with the opportunity to put your questions to the panellists in real time
Join the industry-wide conversation and register here
Kind regards,
Ian Miller, Editor
CSM Magazine
This message was sent to @ by ian@customerservicemanager.com
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
Reuters Events are excited to announce their next free customer service webinar: 'Meeting Consumer Demands for Frictionless Mobile Support Experiences'.
In the age of digitalization, loyalty is fleeting - Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences. As consumers spend more time and money via digital channels, it is imperative that your business does not neglect these channels and ensures top-class mobile and in-app support.
Hear from leaders at Wealthsimple, Visible, Metromile & Helpshift.
Register now to join live or pre-order the recording!
Taking place December 3rd (1pm Eastern/ 10am Pacific) tune in to discover how you can meet consumer demands for frictionless mobile support experiences:
Synchronize channels for a seamless mobile experience - Leverage real-time data for a personalized experience, and fully embed self-serve, social, and chat into your mobile customer service offerings.
Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services.
Discover how to deliver a better mobile experience which will delight your users - Explore the opportunities for automation, asynchronous messaging & AI.
Listen in live or pre-order the recordings direct to your inbox!
Speakers include:
Paul Teshima,Chief Client Experience Officer,Wealthsimple
Reuters Events is part of Reuters News & Media Ltd, 5 Canada Square, Canary Wharf, London, E14 5AQ. Registered in England and Wales: 2505735.
This message was sent to @ by ian@customerservicemanager.com
CSM Magazine, Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom
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Hi,
Registration is now open for the next Reuters Events Customer Service webinar: 'Reduce Cost By Connecting With Your Customers More Easily'. Hear from a Global VP at DHL, a telecoms expert and a CX leader.
Register now to join live or pre-order the recording!
Providing world class service is worthless if you cannot reach your customer in their time of need. In this webinar we will discuss how new approaches to engaging your customers can improve response rates, reduce costs, and increase trust and satisfaction scores.
Taking place October 22nd (12pm EST/9am PST), tune in to identify the innovative strategies that will:
Increase service output. Boost efficiency by contacting your customer on their preferred channel at the right time.
Improve answer rates. Eliminate unsuccessful exchanges and phone tag to keep your agents focused on service, boosting efficiency and CSAT.
Protect your company's reputation and get more calls answered. In today's world in which consumers are being bombarded with nuisance calls and messages it is vital that you have a strategy to cut through the noise.
Listen in live or pre-order the recordings direct to your inbox!
Speakers include:
Pete Poul-Graf, VP Global Service Desk, DHL
Scott Ballantyne, Caller Reputation ID (former T-Mobile)
Nicholas Zeisler, Principal, Zeisler Consulting (former HP)
I hope you can join us.
Kind regards,
Ian Miller, Editor
CSM Magazine
This message was sent to @ by ian@customerservicemanager.com
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
Reuters Events are excited to announce our next free customer service webinar: Building the Ultimate Workforce - Train, Motivate & Empower Agents to Strengthen Customer Loyalty & Boost Revenue.
In an era where the customer is king, support agents are your most important resource - It is more important than ever to evaluate, improve and inspire agent performance. To ensure you are providing the ultimate customer experience, it is vital to have the strategies and processes in place which will allow your agents to thrive across all channels.
Register now to join live or pre-order the recording!
Taking place September 22nd (1pm EST/10am PST) tune in to identify the innovative strategies that will empower your agents, strengthen loyalty & boost your revenue:
Boost your customer service team's performance - Optimize your quality operations and empower your agents by giving them visibility and real-time feedback on what they can improve. Keep them trained and updated.
Centralize and automate your entire QA process - Ensure quality performance is always being monitored, measured, trained, recognized, and rewarded to drive agent improvement & productivity.
Optimize agent performance across channels - Evolve your CRM to empower your agents with a more actionable understanding of your customers, no matter the touchpoint. Listen in live or pre-order the recordings direct to your inbox!
And many more.
Speakers include:
Colin Crowley, VP Customer Experience,
Freshly
Emily Gray, VP Customer Success,
Playvox
Donald Hicks, VP Global Ops & Customer Experience,
Twitter
Doug Kramon, Senior Director Fan Support & Customer Care Ops,
ESPN
I hope you can join us.
Register now to join live or pre-order the recording!
Kind regards,
Ian Miller, Editor
CSM Magazine
This message was sent to @ by ian@customerservicemanager.com
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
This Customer Service Week we recognize the heroic actions of the many thousands and thousands of front-line customer service professionals during these difficult times. Your kindness, professionalism and dedication to service is truly inspirational. From everyone at CSM Magazine, we salute you!
Best wishes,
Ian Miller, Editor
LATEST FEATURES
Customer Service and Experience USA 2020 Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service. Sign up for a free pass! Read More..
Customer Service Week: A Time to Celebrate Customers and Employees!
It's that time of the year again, the leaves are changing from green to gold and red, there's a chill in the air and it's time to celebrate. It's Customer Service Week! Read More..
Your Call Is Very Important to Us
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes. Read More..
Leading with Service During the COVID-19 Pandemic The coronavirus brings new and unique challenges to organizations in every industry. People are working in a time of tremendous uncertainty and stress. Read More..
Transforming Customer Service - What to Look for in a Conversational AI Tool
With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to improve communications. Read More..
MANAGER''S TOOLBOX
50 Persistence Quotes that Inspire and Motivate
When the World says "Give up", Hope whispers "Try it one more time". Here are fifty Persistence quotations for testing times. Read More..
SPONSORS
Making Rewards Easy to Send & Awesome to Receive. Download the Rewards Genius app to start sending rewards and incentives directly from your Salesforce instance. Read More..
UPCOMING EVENTS
Customer Contact Week (CCW) Europe 2020 October 26, 2020, Virtual Event
This event is the #1 place for progressive CX, customer contact and digital transformation leaders to keep ahead of the game. Read More..
Customer Service and Experience USA 2020 November 17-18, 2020, Virtual Event
Customer Service & Experience brings together an unrivalled list of senior customer service leaders from the world's most powerful and innovative brands.Read More..
We always welcome your comments and suggestions. Please contact the editor at: ian@customerservicemanager.com.
Best wishes,
Ian Miller, Editor
CSM Magazine
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
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LATEST FEATURES
The Customer Service and Experience Summit Sign up for your free pass to this virtual event! Senior customer service decision makers share invaluable insights and provide actionable takeaways. Read More..
4 Strategies to Drive Customer Loyalty: Post-Pandemic
In today's irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Customer Success at NetHunt CRM explains. Read More..
5 Habits of Exceptional Customer Service Managers
Customer service skills may be similar from job to job, but managers with these 5 habits excel at motivating, communicating and coaching their teams. Read More..
3 Ways to Embrace the Evolving World of Remote Work Magnus Geverts of Calabrio shows how to drive workforce flexibility, enhance customer experience and employee satisfaction. Read More..
Voice of the Customer: The Importance of Feedback
Monitoring the Voice of the Customer (VoC) should be one of the ongoing projects in any service program. One way to achieve this is to perform a customer feedback survey.
Read More..
MANAGER''S TOOLBOX
Customer Needs: A New Approach to Differentiation
The Brand Differentiation Canvas helps companies identify not only how they can differentiate but serves as a strategic management tool. Read More..
SPONSORS
Making Rewards Easy to Send & Awesome to Receive. Download the Rewards Genius app to start sending rewards and incentives directly from your Salesforce instance. Read More..
UPCOMING EVENTS
The Customer Service and Experience Summit (Europe) August 25-27, 2020, Virtual Event
The only show of its kind dedicated to customer support leaders who are looking to advance their customers'' experience through better service. Read More..
Customer Contact Week (CCW) Europe 2020 October 26-November 5, 2020, Virtual Event
This event is the #1 place for progressive CX, customer contact and digital transformation leaders to keep ahead of the game. Read More..
The Customer Service and Experience Summit (USA) November 17-18, 2020, Virtual Event
Tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. Read More..
We always welcome your comments and suggestions. Please contact the editor at: ian@customerservicemanager.com.
Best wishes,
Ian Miller, Editor
CSM Magazine
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
Unsubscribe
Hi,
Registration is now open for the next Reuters Events Customer Service webinar: ''Voice of the Customer: Creating a Seamless, Personalized Experience That Boosts Loyalty & Drives Revenue.'' Hear from senior leaders at TGI Fridays, Sutter Health & VoteBash.
Register now to join live or receive the recordings!
Taking place October 28th (12pm EST/9am PST), tune in to discover how customer feedback can play a crucial role in making your 2021 service strategy a success:
Learn to leverage technology in order to analyze, summarize and act on customer feedback across channels, geographies, customer segments, etc.
Real-time insights are a crucial piece of the puzzle - Understand the importance of the ''Voice of the customer'' as a key driver for services delivery strategy & actions
Discover how to build the necessary tools to capture enough customer feedback, and incorporate this back into an effective service strategy
Listen in live or pre-order the recordings direct to your inbox!
Speakers include:
Ana Pia Guzman-Briley, Director Customer Engagement & Loyalty,
TGI Fridays
Jasmine Kim, Chief Marketing Officer,
Sutter Health
Martijn Atell, CEO & Founder,
VoteBash
I hope you can join us.
Kind regards,
Ian Miller, Editor
CSM Magazine
This message was sent to @ by ian@customerservicemanager.com
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
Delivering a great experience is at the heart of every customer service department. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency. Reuters Events latest webinar brings you real-world strategies to achieve both.
Hear from leaders at Intuit, Freshly, San Diego Padres & First Orion.
Register now to join live or pre-order the recording!
Taking place June 4th (12pm EST/ 9am PST) hear innovative and efficient strategies to boost customer engagement and reduce resolution times:
Reduce Resolution times - Arm your agents with actionable information. Go beyond customer insights and provide a personal guide to each interaction
Enhance every customer interaction - Utilize the latest digital customer service technology to engage customers on a deeper level, increase satisfaction and decrease resolution times
Make every call count - Bring context to the conversation to increase first call resolution and foster a deeper relationship with your customer
Listen in live or pre-order the recordings direct to your inbox.
Speakers include:
Fiona Blakesley, Director of Customer Care at Intuit
Colin Crowley, VP Customer Experience at Freshly
Erin Sheehan, Senior Director of Guest Experience at San Diego Padres
Craig Dunn, CRO at First Orion
Moderator: Nicholas Zeisler, Zeisler Consulting
I hope you can join us.
Best regards,
Ian Miller, Editor
CSM Magazine
This message was sent to @ by ian@customerservicemanager.com
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
We are just two weeks away from our next free customer service webinar: The Customer Service Leader of the Future: Identify the Strategies You Need to Stay Ahead of the Game. There is still time to secure your place today!
It has never been more important to understand that customer expectations are rising and must be met head on by providing truly exceptional customer experience. A leader of the future that can identify the strategies that will lead your business towards a best-in-class customer service is a crucial piece of the puzzle. Empower your agents with the tools they need to deliver a radically personal experience on any channel, reduce resolution times and build lifelong conversations.
Hear from leaders at Extended Stay America, Pizza Hut & Gladly, and a former HP Director of CX.
Register now to join live or pre-order the recording!
Taking place July 22nd (1pm EST/ 10am PST) tune in to identify the innovative strategies that will empower your agents and deliver exemplary customer service:
Arm your agents with the tools they need so that they can go beyond basic customer insights and provide a radically personal experience tailored to a customer's history
Go beyond omnichannel to any channel - Deliver a seamless experience that allows you to build meaningful relationships wherever your customer is.
Future-proof the base of your tech-stack to support the adoption of advancing technology and ensure your department stays ahead
Listen in live or pre-order the recordings direct to your inbox!
Speakers include:
Mike Kuenne, Chief Customer Experience Officer, Extended Stay America
Nigel Henry, Director of Customer Experience, Pizza Hut
Mike McCarron, VP of Customers, Gladly
Nicholas Zeisler, Former Director of CX, HP
I hope you can join us.
Best regards,
Ian Miller, Editor
CSM Magazine
This message was sent to @ by ian@customerservicemanager.com
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom
Free Webinar: Increasing Customer Engagement to Reduce Resolution Times Join this Reuters Events webinar to hear how customer service leaders are using innovative strategies to boost customer engagement and reduce resolution times. Read More..
Customer Service After COVID-19: The Choice Is Yours How you treat your customers during the COVID pandemic will set the stage for the future. Bryan Horn looks at the way forward after the crisis. Read More..
The 9 Best Ways to Win Back an Upset Customer
Many service providers have lost sight of what really matters. Steve DiGioia reveals his best strategies for winning back upset customers. Read More..
Why a Customer-First Mentality Is Now More Important Than Ever
Howard Spector explains why a customer-centric culture must permeate through an organization's every action.Read More..
Don't Let Your Customers Fall in the Expected Experiences Gap
Shep Hyken gives his latest view on the gap between the best customer service performers and most companies today.
Read More..
MANAGER''S TOOLBOX
Why Change Gets Resisted
Andrea Belk Olson outlines the three elements to change that impact resistance and how to overcome them. Read More..
SPONSORS
Making Rewards Easy to Send & Awesome to Receive. Download the Rewards Genius app to start sending rewards and incentives directly from your Salesforce instance. Read More..
UPCOMING EVENTS
The Customer Service Summit West
June 8-9, 2020, Hilton San Diego Resort & Spa, San Diego, US
Tools and strategies to drive customer service to the center of the business and exceed customer expectations. Read More..
Customer Contact Week (CCW) Vegas, US June 22-26, 2020, Caesar's Forum, Las Vegas
CCW is the #1 place for customer experience leaders to learn about the emerging technologies set to disrupt the industry. Read More..
Customer Service and Experience Summit September 14-15, 2020, Hilton Canary Wharf, London, UK
The only show of its kind bringing together Europe's most senior CS decision makers under one roof. Read More..
The Customer Service Summit October 1-2, 2020, Hilton Midtown, New York, US
Tools and strategies to achieve effortless resolution, drive new extremes of efficiency and deliver the ultimate customer experience. Read More..
Customer Contact Week (CCW) Europe 2020 October 5-8, 2020, Barcelona, Spain
The event is the #1 place for progressive CX, customer contact and digital transformation leaders to keep ahead of the game. Read More..
We always welcome your comments and suggestions. Please contact the editor at: ian@customerservicemanager.com.
Best wishes,
Ian Miller, Editor
CSM Magazine
Millcom Media Co., Unit 1433, 109 Vernon House, Friar Lane, Nottingham, NG1 6DQ, United Kingdom, Nottingham, Notts NG1 6DQ, United Kingdom