Sat.Mar 21, 2020 - Fri.Mar 27, 2020

What is attribution?


The Oxford Dictionary defines Attribution as "the action of regarding something as being caused by a person or thing". The term went from obscurity in the early 20th Century to relative popularity in the 2010s and today as more people asked questions like these. Why do people do what they do?

Guest Post: The Importance of Surveys For Improving the Customer Experience


This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty.

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Customer Success in the midst of a pandemic


It’s been a couple of weeks for most of us now, and a lot of us in the SaaS and Customer Success industries are getting into the swing of fully remote working.

4 Keys to Successful Customer Communication in the Coronavirus Era


This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Customer Experience Management for Salesforce


GetFeedback by SurveyMonkey offers the most flexible, easy-to-use CX technology with the fastest time-to-value in market. Product & News

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How to use Calabrio WFM to empower a remote workforce


Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare.

The Power of Questions


The Importance of Listening Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event.

Gaining Visibility and Improving Agent Performance

NICE inContact

Jeff Kennon, Director of Customer Experience for NeoNova, a customer support enterprise servicing some of the world’s leading internet service and telecom providers, says that leveraging a workforce management platform helped delight both customers and agents.

Introducing The Optimism Report: Highlighting Grand Acts of Humanity

Customer Bliss

Today, I’m introducing something new that I’m calling The Optimism Report. Because in this time that’s impacting all of our lives around the world, what we are seeing our grand acts of humanity, not only in business, but across the world with every kind of person. So what I want to share with you are acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. Addressing Employee Welfare Through Your Business Decisions.

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Keep Moving Forward Through These Difficult Times

Steve DiGioia

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. It seems like the logical thing to do.

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Webinar: Managing the Customer Experience in Times of Crisis


Customers are still interacting with products and services even as COVID-19 continues to disrupt the economy, purchase habits, and everyday lives. Don’t stop listening to your customers during this critical time!

Contact Center Leaders Advise How to Manage Your Team During a Crisis

NICE inContact

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern.

How To Direct Your Customers During the Coronavirus Pandemic


Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic. Read More. Jacada Blog

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Two)


Last week I talked about how we at Calabrio are approaching the impact of coronavirus on our employees, as well as our employee-customer collaboration.

Expert Insights: The CX of Everyday Things


Little Things Make a Big Impact on CX It’s the little things that make the biggest difference in customer experience. Dave Fish, CEO of CuriosityCX, outlined a series of 3 “little” things that make a big impact on CX: 1. Words Matter The words you curate to connect with your customer can be the make. View Article. General

Super Agents Needs Super Training: Create and develop highly trained and skilled agents

NICE inContact

Every contact center leader climbs a steep hill when trying to meet performance goals within budget. It doesn’t help that it’s hard to find, train, and retain qualified agents. Leaders face markets with historically low unemployment and plenty of competition that offers attractive compensation (e.g.,

How to Handle a Large Volume of Live Chats


Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared.

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week One)


Let me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes.

What You Need To Know About Customer Service Automation


Digitization is on the mind of virtually every customer service leader, as new technology promises to improve the customer experience, streamline internal processes and boost agent productivity. Read More. Jacada Blog

5 Signs You Need to Improve Your Contact Centre’s Agent Experience

NICE inContact

What comes first — agent experience or customer experience? More and more, contact centre leaders are seeing why you can’t achieve maximum results on efforts to improve customer experience (CX) without a deliberate focus on improving agent experience (AX).

How to Handle a Large Volume of Live Chats


Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever. .

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

What CX Leaders Can Predict in a Crisis

Experience Investigators by 360Connext

It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience happens whether you are planning it or not.

Google Temporarily Disables New Reviews and Responses




Give Agents Tools to Address the Need for Speed

NICE inContact

Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers.

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How SMUD Uses Customer Insights to Accelerate Product Innovation

Vision Critical

For SMUD , a community-owned, not-for-profit electric service provider in Sacramento, California, supporting carbon emission reduction in the environment is a priority. That’s why the organization is constantly innovating and exploring ways to encourage its customers to convert their current energy systems from gas to electricity. Product Innovation

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.