Trending Articles

How Employee Engagement Helps Drive Customer Experience


An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics.

How to improve customer experience in ecommerce


Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website. Guides


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5 things every contact center leader should know about customer acquisition cost

NICE inContact

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates.

Did You Ever Get a Voicemail From Marble Mouth? – Tip #33

Steve DiGioia

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time.

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The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.

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4 Innovations Enabling Truck Roll Optimization


It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. .

Revealing Change Makers’ Secrets

Heart of the Customer

As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings.

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Amazing Business Radio: Steve Bederman


Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company.

4 Ways to Drive Healthcare Improvement with Voice of Employee


What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE). Healthcare

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!

Did You Say Millions or Billions? The Impact Poor Voice Quality Can Have On Your Contact Center Bottom Line


Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result.

A Framework for Developing Customer Relationships

Andrew Mcfarland

A former colleague recently sought out some advice about a relationship she had with a customer. I provided some ideas to think through how much she should invest in that relationship. This piece sets a framework to “codify” that advice.

Customer Experience vs. Customer Success: Explained

Help Scout

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

5 Top Customer Service Articles of the Week 6-14-2021


Each week I read many 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.

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.

How to Improve Client Reputation to Drive Revenue



Automated but not Robotic: Bot Building Tips to Increase Efficiency and Customer Happiness


I recently spoke at The Customer Experience Conference and was able to share with the audience my thoughts on how the past 15 months has completely changed the way consumers interact with brands. Bots and Automation Intelligent Automation Customer Experience

Supercharging Your Tech Stack with Totango: Amplify Your Data Warehouse


In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.

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Help Scout: A Team Inbox Built for Customer Support

Help Scout

Anyone who’s worked in customer support knows it’s best played as a team sport. Strong individual contributors matter, but the real magic happens when working together.

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!

Six Ways to Handle Angry Customers


Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers.

Comprehensive Review Management and Data Insights with ReviewTrackers and Kantar



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In the News: 3 Stories That Give Insight to Improving Your Customer Experience

Beyond Philosophy

You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common.

Flat Customer Care Budget? Outsourcing May Be the Answer


As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

How the Customer Feedback Management Process Works


Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three.

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Why Hire Court Legal Researcher Philippines

Magellan Solutions

Why hire legal research ? Legal research is both a skill and a tool. It combines the study of legal knowledge, logic, and communications in order to develop the mind of an adept legal researcher.

A Quick Guide to Building a Community of Brand Advocates for B2B

Vanilla Forums

It is a new age for the consumer. With the ability to post online via social networks, review sites, or blogs, consumers are taking over control of brand reputations.

Avtex Hires Brian Lannan as Vice President of Retail Experience

CSM Magazine

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.