Thu.Nov 19, 2020

2020 Holiday CX Trends


This holiday season is unlike anything we had ever imagined. COVID-19 has changed everything that signifies the holidays – the gatherings, the travel, and well, the shopping!

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

NICE inContact

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day.

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Why Academic Writing Skills Are Useful for Managers

CSM Magazine

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you.

5 Key Aspects of Cutting-Edge Contact Center Software and How to Choose the Right One

NICE inContact

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

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!

3 Drivers of CX Success in 2021

Upstream Works

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise.

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When Should You Start Measuring Net Promoter Score?

Zonka Feedback Blog

Researches suggest that 74% of the customers make their purchasing decisions on the basis of word of mouth recommendations. 92% of buyers trust the recommendations of their family and friends to buy a product.

WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!


What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are the best types of alerts? How do you use them? In this edition of PeopleMetrics LIVE! ,

Commemorating Veterans Day at Uplight


The Uplight team came together last week to commemorate Veterans Day – the company hosted a virtual workout, honored a moment of remembrance at 11 am reflecting on those who gave their lives in the line of duty, and carved out time for a forum in the late afternoon to give employees who served in Read More.

Embrace the digital era by automating key business processes in the contact center


Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. Automating processes and tasks is a key step to reducing stress and boosting productivity.

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!

Milk & More Carries on in a Crisis With Secure Automated IVR and Agent Assisted Payments From Encoded

CSM Magazine

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.

“Responsible Gaming Should Be Front and Center”


As gaming operators adopt a more socially responsible stance, and regulators apply heavier scrutiny into CRM promotional practices in Real Money Gaming/gambling, mitigating problematic behaviors and cultivating healthier gaming practices is becoming increasingly important.

How marketers can build a Voice of the Customer program


Providing great customer experiences is critical in today’s world. However, it requires real effort on the part of managers and team members. Typically, it’s the result of months or even years of experimentation, testing, and listening closely to the voice of the customer.

Beyond CRM Contact Center Integration: Why Data Unification Is the Key to Customer Service Success


The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center.

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.

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone.

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Mind the VoC gap: What customers think of you and what they’re actually hearing


We’re now much more attuned to seeking the “Voice of the Customer” (VoC) than we were back when our only method for receiving customer feedback was the impersonal and often inefficient contact center.



Centurion, South Africa, 20 November 2020, Asky, The Pan African Airline retains the LoyaltyPlus solution to run their Frequent Flyer Program (FFP) Asky Club by moving to a direct commercial agreement with LoyaltyPlus to enhance the relationship.

Best Practices for Effective SaaS Revenue Forecasting


Revenue recognition is not that straightforward in a subscription-based business model. For a traditional revenue model, the forecasting job is quite simple and easy. You sell a product for $10 and your revenue is $10. As simple as that.

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!

Key Considerations for Customer Service in the Hospitality Industry

CSM Magazine

Like any customer facing industry, the world of hospitality is built on customer service. For those in ownership and management roles within the sector, understanding the importance of service to the customer experience is absolutely paramount.

Bob Kobek Vlog 6: CX questions


In his latest Vlog, president Bob Kobek explains the type of CX questions you should be asking and the ones you should avoid. The post Bob Kobek Vlog 6: CX questions appeared first on CustomerCount.

4 Things Your Customers Shouldn’t Have to Wait for and Why They’re So Important

CSM Magazine

Good customer service requires quick and efficient attention to client needs. While customers may be happy to wait for certain results, there are some things you should never make them wait for.

What Is a Customer Experience Map? How to Create and Use One?


If you haven’t planned for a customer experience map yet, you might be missing out on so much. This map draws out insights and expertise on how to play to your strengths. And even to grab the best of opportunities that translate into a bigger impact.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

COVID-19 pushes loyalty to the top of retailers’ festive wish list


The global COVID-19 pandemic has ushered in a ‘new normal’ for business and no less so in retail, where many operators are having to adapt their approach to November’s acclaimed Black Friday and December’s bumper festive season.

Nov 19 – Customer Success Jobs


Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.

Recapping Week 4 of The Customer Service Revolution Conference

The DiJulius Group

It’s week 4 of The Customer Service Revolution Conference featuring another amazing roster of speakers including David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius.

The Importance of Cross-Departmental Collaboration for Customer Success


Behind the complete success of an organization rests the success of its customers at large. One of the greatest factors that lead to that is the cross-departmental collaboration for customer success.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.