Sat.Jun 05, 2021 - Fri.Jun 11, 2021

What are the three ways to Measure Churn?


Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business.

What Netflix Has Taught Us About Customer Success and Keeping Things Simple


We’ve watched A LOT of streaming TV this past year. Mostly for work, of course. I mean, how else were we supposed to “research” the many parody videos we had to create for Pulse Everywhere?


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How to set customer expectations through customer experiences, and why it is important.

Call Experts

Customer expectations are not uniform, nor are customer experiences. . To build an ideal experience, you want to think about various characteristics, like social expectations, how they met your company, and which channel they choose to communicate with your company. .

Meet Momentive: agility and insights to help you shape experiences of tomorrow


SurveyMonkey (SVMK inc.), the maker of GetFeedback, is now Momentive. Articles

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!

3 Actions to Take on the Road to Leadership Bravery

Customer Bliss

“The best way to learn if you can trust somebody is to trust them.”. Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries.

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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.

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10 Ways the Best Call Centers Thrive in the New Normal


We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives.

What is a Chatbox & How to Add it to Your Website (for Free!)


If it feels like everyone around you is adding a chatbox to their website, it’s probably because they are! The live chat market is in the process of doubling itself. As the years go by, live chat is shifting from a “nice to have” to a “basic customer requirement.”.

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How to demonstrate the ROI of contact center AI throughout your business

NICE inContact

Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you see the exchange of ideas and feedback that happens between agents and customers during support interactions.

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!

4 Ways to Drive Healthcare Improvement with Voice of Employee


What’s the most overlooked but effective way to become a patient-centric healthcare organization? Prioritizing the voice of the employee (VOE). Healthcare

3 Ways Call Center Coaching is Leading to Customer Churn


3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results?

Task Bot: Free 24/7 Automated Support for Small Business


As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it.

An inside look at contact center BPOs

NICE inContact

Like everyone else, contact center BPOs (business process outsourcers) are emerging from more than a year of drastic and unforeseen upheaval. How have BPOs weathered this challenging period? How are they navigating this still-changing landscape and a “new normal?”

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!

How Retailers Can Navigate the Digital Commerce Experience Paradigm


The COVID-19 pandemic has led to dramatic shifts in consumer behavior. Safety and convenience have become more important than ever before as consumers have rapidly adopted new omnichannel and digital-first shopping habits.

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How to Engage Employees and Win Customers With Automation


Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation.

Task Bot: Free 24/7 Automated Support for Small Business


As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it.

4 Innovations Enabling Truck Roll Optimization


It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. .

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.

Why You Don’t Need an AI Support Chatbot

Help Scout

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense.

5 Questions Call Center Leaders Ask About Agent Assist


Sometimes, the key to success isn’t having all the answers, but asking the right questions. One of the most hyped new trends in the contact center is agent assist software. With increased interaction complexity and the adoption of work from home processes, agents have a lot on their plates right now.

Amazing Business Radio: Dr. Jeffrey Magee


Stress Test Your Business to Prepare for the Bad Times. How to Identify Market Opportunities that Your Competitors Miss. Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. He is the author of Your Trajectory Code and more than 30 other books.

Did You Say Millions or Billions? The Impact Poor Voice Quality Can Have On Your Contact Center Bottom Line


Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

6 Ways to Boss Customer Service Calls

Myra Golden Media

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Supercharging Your Tech Stack with Totango: Amplify Your Data Warehouse


In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.

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Six Ways to Handle Angry Customers


Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers.

Help Scout: A Team Inbox Built for Customer Support

Help Scout

Anyone who’s worked in customer support knows it’s best played as a team sport. Strong individual contributors matter, but the real magic happens when working together.

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.