Trending Articles

How to Use Text Analytics to Improve Your Customer Experience


With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX).

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Boost Inside Sales Success: Integrate Your Contact Center with AI and CRM

NICE inContact

As the B2B sales landscape has evolved, so have the opportunities to leverage the value of artificial intelligence (AI) in your contact center.

Blue Ocean’s Most Popular Customer Service Blogs of 2019


We’re inching closer to not only the beginning of a new year, but also a new decade! Can you believe it? It’s undeniably a time of reflection. In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!)

‘Tis the Season to Find Pain Points in Your Retail Customer Journey

Experience Investigators by 360Connext

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map?

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Leadership Bravery: Earn Your Legacy by Bravely Choosing How You Will … and Will Not Grow

Customer Bliss

This week I spoke at the Experia Summit on Leadership Bravery – a critical element that is missing in over 80% of transformations. I wanted to provide you a bit more context for you on why this is so critical for success. The Impact of Leadership Bravery….

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Why Does Your Contact Center Need Speech Analytics?

NICE inContact

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer.

In the Trenches with a CX Champion


Join us, CX Soldier…. …As As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk.

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Stakeholder Hubs: The Best Way to Share Insights with Stakeholders

Vision Critical

Recently, our Director of Professional Services, Lisa Ketola, shared some information about a #newMR webinar she attended about the best way to share insights with stakeholders.

Business Value and ROI of Customer Experience: The Step-by-step Guide


Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits. Feed generated with FetchRSS

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How to reduce call center volume with Computer Vision AI


Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps.

Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade

Customers That Stick

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be.

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6 Tips for Funding Your Small Business

Joe Rawlinson

Whether you’re looking to get a brand new business idea off the ground from scratch or facilitate your next big investment in an existing business, it takes money to make things happen.

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2019 Roundup: Top Customer-Driven Innovations from Cyara


2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered in 2019.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Making the Most of the Customer Lifecycle Management Process


A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps.

Astea is now proud to be part of IFS


Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market.

11 Doctor Reviews Sites Where You Should Have A Listing


In 2018, online reviews influenced 66.3 percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry.

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)


With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How to Train Your Decision-Making Skills: Tools and Strategies

CSM Magazine

In business, just as in life, excellent decision-making skills draw the line between success and failure. Some of the things that make the great leaders of our world are fast thinking and reacting, betting right on expected values, and envisioning long-term strategies.

How to Optimize Customer Retention for B2B Enterprises


As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. .

Amelia Island 2019 Review — The Power of FSM Solutions with IoT Capabilities


The 17th annual Field Service Conference at Amelia Island , Florida was another success! The event brought together FSM solution vendors and hundreds of the industry’s most senior-level executives.

Behavior-Based Agent Motivation - If this/then that


Motivating a team of customer service agents can be daunting for a team leader. HR Management for CX CX Culture

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Amazing Business Radio: Joel Makhluf


The Empathy Machine. Using AI to Guide Employees Toward Better Customer Care. Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. >

Avoid Seasonal Highs and Lows with These Customer Experience Tips

CSM Magazine

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for that: Retail sales hit a record of $6 trillion in 2018, according to the U.S. Census. That’s better than the pre-recession high of $4.4

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When Does Christmas Start? We Have the Data

Brandwatch CX

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Join Astea Roundtable at Field Service Europe 2019


Learn How Astea’s Customer Centric Ensures Uninterrupted Service for the Busy Retail Industry. Amsterdam, The Netherlands (December 10, 2019) — Astea International Inc.,

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The CX Innovator’s Honor Roll: The Companies That Inspire CX Pros


The CX Innovator’s Honor Roll: The Companies That Inspire CX Pros.

5 Top Customer Service Articles for the Week of December 9, 2019


Each week I read a number of 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.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. Data breaches continue to challenge and cost businesses.