Mon.Mar 18, 2019

How Do You Know if Demotivation is Taking Over Your Business


We all want to be happy in our jobs. We all want to feel positive and excited when we wake up to that screeching alarm every morning. We all want to feel as if the working day just races by, without a single minute spent watching the clock. HR Management for CX CX Culture

3 Ways to Drive Consumer Loyalty in 2019

Smarter CX

Consumer loyalty is more difficult than ever for retailers to attain. While many retailers compete for shoppers from all generations, millennials are particularly difficult to entice.

Exceptional CX: The Business Case of Going from Good to Great

NICE Systems

According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding. This seems counter-intuitive – but is it?

How to Write Self-Service Support Material


When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting.

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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.

Bridging the Gap between Personalization and Privacy

Vision Critical

With endless concerns surrounding data privacy and safety, companies today are faced with a new dilemma surrounding experience personalization. While customers might expect their data to be collected and used to enhance their experiences, they don’t want to be spied on in order for it to be obtained.

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More Trending

What Do Companies with High Net Promoter Score Have in Common?


Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers.

What’s Your Plan in Case of a Service Breakdown?

Wired and Dangerous

Customers have changed! 79% of customers say they want brands to demonstrate that they care before they will consider a purchase! Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.

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Which Live Chat Software is Best for an eCommerce Business?

ProProfs Chat

Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused.

Fake News Week: Fake News Isn’t a Technical Problem. It’s a Philosophical One.

Brand Watch

Fake News Week


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.

Astea Sponsors Total Facilities 2019 in Sydney


Visit Astea’s Asia-Pacific team at Total Facilities 2019 where industry professionals showcase leading innovation and thinking for driving efficiency and productivity through world-class FM.

What Type of Professional Legacy are You creating?

One Millimeter Mindset

Ever consider the type of professional legacy you create? As you strive to meet an organization’s KPIs for the functional role in which you serve?

Workforce Management Innovation: What Every Contact Center Needs To Know


Managing a large labor force, of any kind, brings a slew of challenges. One of those challenges in the contact center is how to manage and maintain schedules to ensure all demand is handled efficiently for the customer and the business. Workforce Management (WFM) is one of the key components in meeting these objectives. But not all WFM solutions are created equal and many of them rely on technology that is outdated and proven to be inaccurate and inefficient.

Tech in 2019: Top digital trends for tomorrow’s customer experience

Beyond the Arc

Customer experience is entering a new age, as intelligent technologies are rapidly expanding what’s possible. Is your company poised to take advantage of new tech opportunities to grow the business? At Beyond the Arc, our team is always tracking what’s next for customer experience.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Remarkable Environmental Conservation Begins With Small Collective Efforts

Magellan Solutions

Magellan Solutions’ employees took part in the creation of a 3D base map which will be used in Haribon Foundation’s efforts to restore an area in Real, Quezon.

Get a Deeper Understanding of Consumer Sentiment With Emotion Analysis

Brand Watch

5 Top Customer Service Articles for the Week of March 18, 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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover.

March Madness: Cinderella Teams Dominate Social Sentiment


College basketball teams have been giving it their all to advance to the NCAA Finals. And if fans had it their way, we’d see quite a few “Cinderella” teams making hoop history – and actually, some already are! Bringing You Up To Speed.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

The Impact of Contact Center Downtime on Customer Satisfaction and Loyalty


What is the impact on customer satisfaction and loyalty when a contact center experiences unplanned downtime? If you’ve been following along with our blog posts over the past few weeks, then you know that we’re exploring the impact of outages on the contact center. We began by measuring the financial costs and then ventured into the impact on employees. Today, we look at how downtime damages our reputation and credibility with customers.

Manufacturing Today: Continuing to Grow When Talent is Scarce

West Monroe

In the March 2019 edition of Twin Cities Business , reporter Ingrid Case investigated how attracting and retaining talent is limiting the growth potential of Minnesota’s largest private sector industry, manufacturing.

Fortnite: Category-busting social phenomenon, or pesky addiction?

Fresh MR

I live in a Fortnite house. My ten-year-old son discovered the game soon after its launch and has played it regularly on Xbox and mobile with his friends since last spring.

Delivering on the Promise of Customer Experience

Answer Dash

(This article is originally published at Retail Info Systems Magazine ) In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. In fact, research suggests that by 2020, CX will overtake price and product as the key brand differentiator. For many retailers, customer experience is synonymous with customer satisfaction and customer service.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Is Your Product Analytics Tool Missing These Major Moments?


Do you know where your users are? And the last time they were in your product? And what they did? And if they saw your newest feature? And if they used it? And for how long? Understanding how your customers are using your product is essential to helping them maximize the value they get out of your product. It can also help product leaders guide future decisions and demonstrate the impact of decisions to date.

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3 Interview Tips for Hiring Customer Success Managers

CSM Practice

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience.

Confessions of a Former Pendo User: Product-Mapping Pains


Imagine a world where your computer didn’t have any folders, only files crowding your desktop. That’s the feeling of analyzing usage of your product’s features without any hierarchy to organize them.

What Is the Value of “Big”?

Market Strategies International

Years ago I participated in a colleague’s ongoing thought experiment by naming the price point at which something is expensive. My colleague wanted a crisp response without caveats but I couldn’t do it.

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.