Trending Articles

The Complete Guide to User Experience Metrics


Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides

3 Ways to Balance Between Acquisition and Retention


Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS


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Lucky Seven! Calabrio Named a Top Workplace Seven Times Running


When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.

5 Must-Hear Conversations About Leadership and Relationship-Building

Customer Bliss

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live.

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!

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times

NICE inContact

The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment.

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Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In

Experience Investigators by 360Connext

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring.

Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener


After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact.

Mike Wittenstein Talks About Keeping Up with Constant Change, Creating Journey Maps, and Building Your Business Around Your Clients


Read the original article here.

Younger Generations Expect Digital-first Customer Service - Are You Ready?

NICE inContact

What is new is the impact that rapid digital technology advances have had on younger age groups. Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

How to Run a Voice of the Customer (VoC) Program


Simplified CX YouTube series episode on how to run a successful VoC program. Videos

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3 CX Influencers on Solutions to 2020’s Challenges [SAP SAPPHIRE NOW RECAP]

Experience Investigators by 360Connext

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring.

The Power of Microaggressions (and how they manifest themselves within CX)

Horizon CX

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression.

Mike Wittenstein: I am by no means an actor


Check the original article here. Mike Wittenstein Show Notes. Mike Wittenstein had not acted since his junior high school play. But he decided to take an acting class and it helped him to grow his business.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

The Value of CX: Why We Need To Start Talking About NPS Again

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Customer Experience NPS CX

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You Can’t Automate Your Customer Relationship


I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

Automated field service scheduling: the power of Computer Vision AI


Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.

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Your Customers Are Always Watching – Tip #5

Steve DiGioia

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission?

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The 6 CX Fundamentals of Organizational and Human Adaptiveness


The 6 Customer Experience Fundamentals of Organizational and Human Adaptiveness Change. The post The 6 CX Fundamentals of Organizational and Human Adaptiveness appeared first on Eglobalis.

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Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” ” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them.

Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service


This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers.

Introducing: Data Visualization in Action


by Almasa Kulenovic, Head of Project Delivery EMEA. Presenting data as a story can fuel your organization’s success, keeping it ahead of the game.

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AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

How to Stop Losing Your Customers

The DiJulius Group

1. Feature Article How to Stop Losing Your Customers By John DiJulius, Chief Revolution Officer One of the most frustrating pain points for customers is dealing with businesses that are paranoid of customers taking advantage of them.

The best security standards to keep your contact center up and running


Business continuity has become a crucial topic for organizations in 2020. As the COVID-19 pandemic struck the globe, businesses were forced to migrate to a remote work scenario, many of them relying on cloud-based or cloud-native solutions to do so.

Bittersweet June: The Return of Online Sports Betting


COVID-19 impacted the entire online sports betting industry – from cancellations to postponements – perhaps more than almost any other space out there. At the peak of the lockdown, player activity dropped by 70% compared to the weeks before the virus erupted. link to corona-pulse).

Hit Your Professional Reset with My Blog Post 6 Pack

One Millimeter Mindset

It’s time to hit your professional reset button with these six blog posts! Today, tomorrow and moving forward, your clients need you. And, more than ever before, they require you to be fully present and in the moment with them.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin will discuss learnings from their recent study, and share her insights on the state of Customer Education. They'll dig into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Chat

“People don’t care how much you know until they know how much you care”. Theodore Roosevelt. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand.

How to optimize the customer journey with the voice of your customers


As recent events have shown, the ability to rapidly adapt customer touchpoints and build out new customer experiences is a significant advantage. Customer Experience Voice of the Customer

6 Ways to Boost Customer Experience Design Adoption & Growth


Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.