Fri.Jul 12, 2019

3 Ways Knowledge Management Solutions Create Happy Employees and Customers

Team Support

In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience.

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success


This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind?

How to Avoid the Headaches of Digital Customer Service Integration

NICE inContact

We’ve come a long way since the invention of social media, and today the advantages of digital customer service integration are crystal clear. What was once a trend among tech-savvy brands is now a necessity for everyone who wants to grow their business. Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software.

Talking Employee Experience and XM With Ben Granger

Experience Matters

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr.

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.

How to Use the Mechanics of Trust to Be a Competitive Disruptor

Vision Critical

Over the past decade, there has been a radical shift in the way that businesses connect to their customers. The vast amount of consumer information stored in customer insight data is key to creating a personalized customer experience.

More Trending

How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room.

Taking the Pulse of the Automotive Customer Experience


In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. You don’t end up buying a car in the evening after having the thought occur to you in the morning. This makes automotive shopping typically more daunting.

Active Listening and A Questioning Mindset: A Powerful Combination

Integrity Solutions

You won’t find out what customers value if you’re not listening and developing a questioning mindset that develops two-way conversations.

Sales 68

CustomerCount and Noble Systems Gamification


CustomerCount has partnered with Noble Systems to integrate our first-class enterprise feedback management system with their industry-leading gamification platform to create powerful new levels of value for the processes of motivating employees and gathering customer feedback.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Dog Days of the Contact Center: Work/Life Balance


Woof! . This is Caramel, and I am here to end your contact center dog days. I have been at Talkdesk for a year now, where I observed and learned (and took the occasional nap). I now feel ready to share some tips with you humans.

Focus on Customer Experience Management to Improve Customer Retention


Customer experience management is crucial for your business. Highly important. In fact, if you ignore the significance of great customer experience in your business operations then you might have to pay a price by losing your customers.

Quality Form Development Webinar!

Myra Golden

Read the webinar outline and signup! Customer Experience Design

Why You Can’t Miss Customer Success Summit – Team Edition


In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. This premier event will take place September 11-13 in the bright lights of New York City. So why should you register today? Benefits for Your Customer Success Team To Attend.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy.

How Choice Architecture Can Revolutionize Your Experience

Beyond Philosophy

Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day.

ForeSee Benchmarks: Don’t Leave CX Insight and ROI on the Table


Customers don’t only judge you against your competitors. They compare experiences with your brand against the best experiences they have, everywhere. That means you’re being judged against leaders in every. CX Strategy ForeSee Products Research & CX Data ROI of CX

ROI 52

Customization of B2B SaaS products: 4 pros and cons


The ability to customize a product is an important and sought-after request, especially in B2B software companies.

B2B 52

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Thomas Cook rescued from debt doom

Helen Dewdney

Holiday giant out of danger zone. What’s happened to Thomas Cook? News broke today of Thomas Cook and their financial troubles. It is a massive group with £9bn in annual sales, 19 million customers a year and 22,000 staff operating in 16 countries.

AutoML Is A Must-Have For Scaling Machine Learning Across The Enterprise

Forrester's Customer Insights

Whether you want to empower non-data scientists to build predictive models or boost your existing data scientists’ productivity, automated machine learning (autoML) solutions can help every organization looking to scale their use of machine learning.

Two sides of the same coin?

Helen Dewdney

Helen Dewdney, The Complaining Cow described. I asked people in my Facebook group how they would describe me. Bit dangerous. How would two different people see the same trait? Armed with this information and knowing how I have been described over the years I thought I’d have a look at myself….

Ascribe Introduces New Innovative Score that Transforms CX Measurement


Ascribe’s CX Inspector now with NEW X-Score™ provides satisfaction score using verbatim comments Download the press release. The post Ascribe Introduces New Innovative Score that Transforms CX Measurement appeared first on Ascribe. News & PR

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Tell If Your B2B Website Is Customer-Centric

Think Customers

Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester.

B2B 56

3 Business Advantages of Using Location Data to Improve Digital Advertising

Gravy Analytics Lead Intelligence Blog

Location data tracks where people go and what events they attend. Each location a consumer visits and event they attend provides valuable information about what that person is interested in – and what they may purchase next.

Top Kudoed Authors June 2019


The month of June brought interesting news and posts, as usual! In case you missed it, you can learn about the meaning of the various feeds on a Khoros Community, and read a recent post about 3 Reasons to Attend Khoros Engage this September.

Your Guide to Writing Perfect (Almost) Chatbot Scripts


Traditional marketing strategies consist of content on websites, blogs, social media, and email.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!