Tue.Nov 23, 2021

Insights on the Value of Conversational Automation


The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise.

Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping.

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How to Do Really Great Video Research


Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic.

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How Live Chat Improves the Digital Customer Experience


87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.

The Ultimate Guide to CX Surveys

Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

When Should You Upgrade CS Software?


Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade?

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7 Best Ways to Improve Patient Satisfaction

Zonka Feedback

Several studies show that satisfied patients who receive appropriate counseling, treatment instructions, comprehensive care, and an overall satisfactory experience, often respond positively to the treatment and experience better clinical outcomes.

Tired of chasing past-due bills? Solutions to get paid faster


What could you accomplish if someone waved a magic wand and granted you an extra 56 hours to devote to your business? Sign up new customers, get more revenue or take that vacation to Hawaii you have been dreaming of.

Writing Your Own Customer Service Recipe Book

Help Scout

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional. Read the full article

Amazing Business Radio: Kiel Harkness

Shep Hyken

What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

4 Simple Strategies to Increase Customer Morale

CSM Magazine

Customers are the focal point of any business. After all, no business will ever be able to achieve their intended level of success if they don’t have happy customers to back the business up. The happier your customers are, the higher your level of customer loyalty is.

The 9 Best Hiver Alternatives for Team Collaboration in 2022

Help Scout

Hiver is a step above a shared mailbox, but it still lacks the collaboration tools many teams need. Consider these 9 Hiver alternatives. Read the full article

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Nov 23 – Customer Success Jobs


Role: Director of Customer Success Location: San Francisco Bay Area, US (On-site) Organization: Gorgias As a Director of Customer Success, you will create and execute scalable strategies to improve customer engagement, CSAT, product usage, and retention.

How Much Do 24/7 Answering Services Cost?

Magellan Solutions

How Much Reliable 24/7 Answering Services Cost. It’s no secret that quality 24/7 answering services can do so much for your business.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

5 Reasons You Should Implement CPQ

Forcivity Salesforce

According to Salesforce , only 34% of sales time is actually spent on selling , because the remainder of the time is spent on tasks such as creating quotes and proposals or going through the approval process.

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Improving end-to-end customer experience with Clarivate: being prepared


In this series of blogs, Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, starting with being responsive.

What Customer Service Leaders Should be Prioritizing in 2022

Stella Connect

Throughout the past two years, the customer service team has grown in importance, with the C-suite recognizing just how integral customer service is to meeting shifting customer expectations, embracing the rapid pace of digital transformation, and, ultimately, achieving business success. .

Optimizing patient-first clinical trials with advanced site intelligence [PODCAST]


Learnings from bringing clinical trial management in-house, and how to modernize your approach to patient-first trials with advanced data science, real-world data and other patient intelligence.

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Call Center Analytics : Taking Your Business Intelligence To The Next Level With Data


Call center analytics helps you to gather and evaluate every bit of relevant information to your campaigns. These reports can also help you enhance your business intelligence by providing actionable and valuable insights into your customers.

A Glimpse Into 2022: How Can Contact Centres Plan Ahead?

CSM Magazine

The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead.

SAP Concur Fapiao Capture made a public appearance in 2021

SAP Customer Experience

Know Fapiao Capture in a nutshell Fapiao Capture is an add-on solution of SAP Concur, which is embedded in WeChat to help Chinese local customers to process legal receipts for travel expenses. Users can easily capture kinds of legal receipts through WeChat mini app and send to SAP Concur web.

How To Advertise Different Medical Services to Customers?

CSM Magazine

With everything happening in the world, more and more people need medical attention. As a medical practitioner, not only is your job to help those in need, but it is also essential to reach patients who are looking for medical attention outside of your clinic or office.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The Creative INSIDE of SAP: Live Action Video Shows Presenters Best Demos

SAP Customer Experience

The future of work continues to evolve in practice and in conversation, crossing the divide from technology to productivity to office culture and back again. Recently, it’s even begun infiltrating the discussion on how we connect and map the customer journey.

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The Great Resignation, Increased Regulations and a Simple Equation for More Efficient, Compliant Collections


The pressure on contact centers to drive higher liquidation rates for accounts receivables while keeping costs under control continues unabated.

Roundtable: How are CX leaders responding to the customer experience megatrends?


Engagement Roundtable: How to respond to the CX megatrends

An Ultimate Guide to Customer Loyalty


Faced with the ever-growing offer of products and services, customers are increasingly volatile. Indeed, with a few clicks, a customer can decide to buy a product from another company. For this reason, the issue of customer loyalty turns out to be unavoidable.

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!