Sat.Dec 25, 2021 - Fri.Dec 31, 2021

7 Reasons Why Nobody Is Replying to Your Surveys (and How to Make Sure They Do)


Why are you NOT Getting Enough Survey Responses: 7 Solid Reasons. Your survey is too long and you’re asking too much. You don’t A/B test delivery time. You don’t give them a reason to fill your survey. Your surveys are not personalized. You forget to double-check your surveys.

How to spot and act on agent training opportunities

NICE inContact

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World."


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How to Fight Excessive Customer Churn: 4 Winning Strategies


Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business.

Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience.

Discovering Successful Scripting for Your Contact Center

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj


The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues.

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How Much Do You Trust Your Customers?

Shep Hyken

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client.

B2B 100

Three CX Strategy Webinars to Ramp Up Your Program

InMoment XI

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?”

5 Ways Customer Success Leaders are Fighting Burnout


Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization.

Preparing for a Customer Business Review


As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers.

eBook 87

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

A Year in Review: Top 5 Vanilla eBooks of 2021

Vanilla Forums

2021 was a wild year - we produced so much content and we can’t believe how many of you found it worthwhile! Thanks for sticking with us these past 12 months, we’re super excited for the next! Community

eBook 83

Webinar Wrap-up: Company-Level Engagement


How To Use Company-Level Data for User Onboarding and Engagement.

How to Build a Customer Centric Roadmap for Your SaaS Product


Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue.

Five Areas B2B Sales Leaders Are Prioritizing In 2022: Straight From The Source

Forrester Digital Transformation

Talking with sellers is like measuring weather patterns; you find out quickly which way the wind is blowing. And the topics Forrester clients ask about often reveal emerging trends. So what’s top of mind for B2B sales teams?

Sales 83

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

The Corporate Playbooks Used to Combat Organizational Trauma (And Why They're Not Enough)

dscout People Nerds

Design professionals report on organizational trauma—and the inadequate ways their org address It

Report 114

ICYMI, Part 2: 2021 Impact Roundup

Heart of the Customer

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact.

ROI 78

When should you upgrade your payment terminal?


If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later).

Turn your Passion for CX into a Career Opportunity

The DiJulius Group

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Amazing Business Radio: Rebecca Morgan

Shep Hyken

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author.

Increasing Trust For Long Term Customer and Employee Relationships

Doing CX Right

Charles Green, author, and creator of the Trust Equation™ explains how to build trust and be a better leader to gain a sustainable competitive advantage. The post Increasing Trust For Long Term Customer and Employee Relationships appeared first on Doing CX Right. DoingCXRight®?

When should you upgrade your credit card terminal?


If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later).

All you need to know about knowledge management for chatbot functioning


The post All you need to know about knowledge management for chatbot functioning appeared first on Knowmax. Bot Training KM Software chatbot for knowledge management chatbot knowledge base knowledge management for chatbots

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

5 Top Customer Service Articles of the Week 12-27-2021

Shep Hyken

Each week I read many 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. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10

The Importance Of Customer Identity Loyalty

Blake Morgan

? ? ? ? ? ? ? ? ? ? ? ?. How do customers come to form a sense of who they are? . Brands often focus on loyalty, but much of that loyalty was thrown out the window during the pandemic as customers reevaluated their priorities and tried new products and services. .

Transforming the Customer Experience Through Employee Engagement

CSM Magazine

Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.”

Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently.

How to Leverage AI to Drive A Better Human Experience for Your Customers

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.