Trending Articles

GetFeedback simplifies CX for Salesforce customers with a new integration and a new app


New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce. Product & News

All milk supply agreements must comply with the Code.

Wired and Dangerous

(b) The supervising physician or supervising physician organization shall provide the board with a copy of the practice agreement within 10 days after the physician assistant begins practice with the supervising physician or supervising physician organization.


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Plotting the right (Green)Path: Calabrio Customer is a Finalist in the 2021 ICMI Global Contact Center Awards


Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat.

5 Can’t Miss AI Use Cases for Your Contact Center

NICE inContact

Artificial intelligence (AI) is the latest buzzword in the business world. Organizations are looking to AI to do everything from automating help desk responses to speeding up the development of life-saving drugs.

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.

Closed-Loop Culture or Closed-Loop Process?

Horizon CX

In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers.

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Quick Player Insights: PA Lottery Insiders


In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).

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How to get your CCXP credentials


Learn what the CCXP is, why it matters, and how to get it. Guides

How To 195

The digital customer experience is changing. Is your brand on board?

NICE inContact

In the business world, customer experience has long been the focus of many efforts.

Brands 156

Stop the Sick Day Resentment

Steve DiGioia

Tomorrow is a busy day at work. You’ve planned for it, scheduled properly, made the needed operational adjustments, and kept your fingers crossed so that everything will work out as planned. Then it happened…. The first thing in the morning you get a call from one of your key employees.

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!

EX and CX: How to Optimize Both Using Employee Insights


Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX). Employee Experience

How To 130

The Gig Economy is Paving the Way for Agile Customer Service


The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format.

What movies get right about today’s biggest CX trends

NICE inContact

Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens. Customer Experience

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Three Steps to Proactive Customer Service

Bill Quiseng

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them.

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!

All such use shall be governed by the terms of this Agreement.

Wired and Dangerous

The disclosing party will want the right to sue for damages or to stop the recipients if they breach either their confidentiality obligations or their non-use agreement. The parties to the agreement are usually established in a straightforward description set forth at the beginning of the contract.

3 Ways Brands Can Use Agent Assist to Create Seamless CX


Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot.

Give Customers the Effortless Engagements They Deserve with Upstream Works for Amazon Connect

Upstream Works

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact.

2degrees Employee - and Customer-centric Culture Built on Shared Purpose, Fun

NICE inContact

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off.

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 Reduce Customer Service Response Time to Avoid Lost Leads


Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset.

Your Turn Read the rules about subject-verb agreement.

Wired and Dangerous

Usually these processes and methodologies are left to the outsourcing company to identify, ensuring that such processes and methodologies can support the SLA agreement.

How to Grow Your Digital Marketing Agency Through Online Reputation Services




Hello Customer

More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right.

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!

Zero Cost! How to Use Behavioral Science to Improve Your Customer Experience

Beyond Philosophy

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business.

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What Will be Your Leadership Legacy?

Russel Lolacher

Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” ” But what does that even mean?

There are recitals but they do not record any agreement as between the parties.

Wired and Dangerous

If you’re an administrator of an account, you can grant IAM users and federated users with roles the permissions to access and manage one or more of your agreements. By default, only users with administrative privileges can accept an agreement.

How to Retain More Clients: Benefits and Strategies


What is customer retention ? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits.

Customer Perceptions of the Community Experience

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.