June, 2021

The comprehensive guide to improving retail customer experience

GetFeedback

Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences. Guides

Retail 195

Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Experience Investigators

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way.

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6 Customer Service Skills for a Positive Customer Experience

Comm100

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query.

Working in perfect harmony: AI and the contact center

NICE inContact

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Top 10 Reasons To Enroll In “Customer-Powered Profits”

Kerry Bodine

If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason to click that link? Here are 10! I make customer experience concepts simple.

Course 170

More Trending

What is customer feedback?

GetFeedback

All you need to know about asking for, tracking, and using customer feedback. Guides

Did You Ever Get a Voicemail From Marble Mouth? – Tip #33

Steve DiGioia

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time.

Tips 154

The Eighth Time is the Charm: Calabrio Again Named a Top Workplace in Minnesota by the Star Tribune

Calabrio

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace.

Best examples of chatbots and what makes them great

NICE inContact

If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution.

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

What Is Call Center Life | How Poor EX Hurts CX

Jacada

Call Center Life. High Stress. High Stakes. It's All In A Day's Work. Your Call Center Is a Glass House. You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Online, they’re screaming.

Why Your Company Must Prioritize DE&I & LGBTQ+ Initiatives All Year

Alida

Patriotic flags, dazzling fireworks, mouth-watering BBQs, and scraping rainbow decals off of storefront windows—July is here! Brand Experience

How to use a customer experience maturity model

GetFeedback

How to use a customer experience maturity model to assess the current state of CX in your business, diagnose areas that need improvement, and guide your experience strategy. Guides

How To 195

Please Don’t Discount the Inexperienced

Steve DiGioia

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots).

Groups 147

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

How to Use Live Chat to Support the eCommerce Customer Journey

Comm100

Imagine a customer is at the checkout of your eCommerce store. They have a pair of shorts in the basket, and they’re right on the edge of clicking ‘Complete order’. But there’s just one problem. They’re not quite sure if they’ll be the right size. And if they’re not, can they return them for free?

5 ways to drive sustainable, well-rounded agent performance through gamification

NICE inContact

Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks.

eBook 156

5 Reasons Not To Ignore the Rants of Your Call Center Agents

Jacada

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you?

The Power of Employee Experience

Alida

In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers. Customer Experience Employee Experience

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

The comprehensive guide to mobile app surveys

GetFeedback

Learn about mobile app surveys, including benefits and types, and how they help you collect customer feedback and optimize your mobile experience. Guides

Survey 195

Technology Certainly Has Its Merits, But… – Tip #34

Steve DiGioia

Many companies fail to take the human factors into consideration. My belief is that any business must “ always do what’s in the best interest of the customer ”. You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But….

Transforming Customer Service in a Student’s World – a Q&A with Dawson College

Comm100

The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any easier. The majority (86%) of higher education leaders expect competition to intensify.

Caller ID authentication: Robocalls, spoofing, and what STIR/SHAKEN has to do with it

NICE inContact

Read more about CXone Personal Connection, the proactive engagement solution that is part of the CXone platform, which ensures your outbound calls are ready for STIR/SHAKEN, generates more revenue, improves the customer, and agent experience, and increases customer connections. General NICE CXone

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.

10 RPA Implementation Best Practices to Automate Your Contact Center

Jacada

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity.

The Beginner's Guide to Brand Awareness Survey Questions

Alida

Let’s play a little game. Brand Experience

Brands 130

What is ecommerce experience and how to improve it

GetFeedback

Learn why creating a great ecommerce experience is important for the success of your business and for improving your ecommerce customer satisfaction. Guides

Good Leaders Never Want To Be On the Email Chain – Tip #32

Steve DiGioia

I once worked for a boss who led through intimidation. Whenever there was an issue to be resolved or a problem that’s taking longer than expected to figure out, he would say “Send (name) an email and “CC” me”.

Tips 130

Every Customer Experience Deserves a Silver Lining

Cloud-based technology approaches are quickly proving to be a clear winning strategy for companies large and small. Read this report to find out how you can leverage a cloud contact center to deal with unexpected demand, reduce costs, and deliver exceptional customer experiences.