Tue.Jun 08, 2021

What Customers Want Next: How to Find & Act on CX Clues

Experience Investigators by 360Connext

Human behavior is notoriously difficult to predict. Sophisticated modeling and massive data analysis can help, but these are typically based on past behavior.

How to demonstrate the ROI of contact center AI throughout your business

NICE inContact

Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you see the exchange of ideas and feedback that happens between agents and customers during support interactions.


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Meet Momentive: agility and insights to help you shape experiences of tomorrow


SurveyMonkey (SVMK inc.), the maker of GetFeedback, is now Momentive. Articles

Task Bot: Free 24/7 Automated Support for Small Business


As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Why You Don’t Need an AI Support Chatbot

Help Scout

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense.

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Amazing Business Radio: Dr. Jeffrey Magee


Stress Test Your Business to Prepare for the Bad Times. How to Identify Market Opportunities that Your Competitors Miss. Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. He is the author of Your Trajectory Code and more than 30 other books.

Q&A Session: Mastering Scale with Digital Customer Journeys


How to Be the Trusted Business Partner Your Client Can’t Fathom Life Without

The DiJulius Group

If you are a business that serves other businesses (B2B), someone’s vendor, for example, then you are always in danger of being replaced. As you know, every company, including yours, constantly examines its budget and reviews expenses for the year.

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How Sentiment Analysis Improves Outsource Customer Service Solutions

Magellan Solutions

AI Sentiment Analysis Provides Excellent Support In Outsource Customer Service Solutions. Technology has offered various ways in improving how customers reach a business. In outsource customer service solutions arsenal, there are two indispensable tools.

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!

What is CNPS | Candidate Net Promoter Score 101


“How likely are you to recommend our Company to other Candidates?” ” “2” Well, there goes all your efforts to round up potential candidates down the drain.

Do You Need a Script for Your Order Processing Call Center?

Magellan Solutions

Is a script important in establishing smooth sailing communication in an order processing call center ? You need to consider a lot of things when planning to outsource your order processing call center. It is one of the key factors in order to have a better outcome when pursuing business deals. .

Meet Morgan: Manager, Implementation Team at ChurnZero


ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Morgan Carson , Manager of Implementation at ChurnZero .

Hiring A VA Cold Calling Is A Handy Choice

Magellan Solutions

Hiring a virtual assistant cold calling always come in handy. Companies generally only tend to call leads who have already expressed interest in their company. But sometimes calls made could test, not only the callers’ patience but the one called.

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 Identify – and Stop – Customer Value Decay


When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different.

Customer Research 101: Definition, Types, and Methods


Do you want to improve your marketing or product? Then customer research can help. Your customer is at the heart of all your business decisions. In fact, everything revolves around a customer. A business is about having a paying customer and it wouldn’t exist without one.

5 Customer Success Strategies from Medallia Experience 21


During Medallia Experience 21, experts presented five B2B customer success strategies that can drive long-term value. The post 5 Customer Success Strategies from Medallia Experience 21 first appeared on Strikedeck | Customer Success Platform.

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The Big Fashion Industry Trends for 2021

Brandwatch CX

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!

The Community Management KPIs that Truly Matter

Vanilla Forums

The key to success in any endeavour is measurement. I mean that quite literally. Without a quantifiable sense of where you are vs. where you were , you can’t know (in any meaningful way) whether you’ve succeeded or not. When it comes to digital marketing, this truism barely needs stating.

What is Regression Analysis and Why Should I Use It?


Alchemer is an incredibly robust online survey software platform. It’s continually voted one of the best survey tools available on G2, FinancesOnline, and others. To make it even easier, we’ve created a series of blogs to help you better understand how to get the most from your Alchemer account.

PPT Solutions Announces Scott Forbush as Senior Vice President of Global Sales

ppt solutions

TULSA, OKLAHOMA, June 8, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Scott Forbush as senior vice president of global sales.

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Why are subject matter experts important in business?

ViiBE Blog

Subject matter experts (SME) are individuals who hold a deep understanding of a particular area of expertise. They bring a strong competitive advantage when employed by a business.

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

Why Faster Shipping Times Are Key to Optimal Customer Service

CSM Magazine

Online sales are expected to account for 18.1% of all retail sales worldwide in 2021, reports Oberlo, and by 2023, this percentage is predicted to rise to 22%.

Email survey subject lines: 7 Best practices to improve your open and click-through rates


Guest contribution by Dmytro Zaichenko Marketing Specialist at Mailtrap. Many companies ask their customers for feedback with email surveys , often after a product has been received or a service has been completed.

Call Centers Agents: Time to Get Back to the Office?

CSM Magazine

As you are aware, most call centers transitioned to working from home (WFH) due to the current pandemic while a few continued to work in the regular brick-and-mortar format.

Here’s What’s New from May 2021|Kommunicate Product Updates


Hey guys, thanks for coming back to us! In the month of May, we have added some powerful features in the Dashboard and Kompose bot builder. Also updated the existing ones to improve your overall experience with Kommunicate.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.