Sat.Oct 31, 2020 - Fri.Nov 06, 2020

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush


How to provide the best customer service and support during this unprecedented holiday season. Guides

4 Easy Steps for Building an Internal Knowledge Base


Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times.

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Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one.

The Ultimate Dialer Guide for Your Outbound Call Center

NICE inContact

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Why UX Design is Vital to User Satisfaction and Ongoing Job Security


One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs.

More Trending

7 Tips to Simplify & Improve Employee Journey Mapping

Experience Investigators by 360Connext

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize.

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These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

NICE inContact

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction.

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Why MaxDiff Isn’t the Method You Want

Vision Critical

Wondering how to determine what's most important when it comes to your offering? Best Practices

How To 130

6 Top Chatbot Examples: AI Customer Service Bots in Action


Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

The Paradigm Shift of Remote Support and the Future of Field Service Delivery


Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service?

Why Voice of the Customer Matters — and How to Get Leadership Support

NICE inContact

these challenging times your customer’s voice matters more than ever — but this information can get lost among everything else going on. Even if agents are distracted and issues are coming up, contact centers must provide the same level of satisfaction as they would have before.

Winner! Winner! Chicken Dinner!


This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night.

SOC 2 Type II Compliant Live Chat Software: What You Need to Know


You want to provide the best and most accessible service to your customers, so you offer live chat support to provide quick, accurate and personalized answers to their questions. But even in a world of instant satisfaction, it’s important to take a moment and make sure that your live chat software provider has taken the necessary measurements to keep your customers’ sensitive information safe.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

An Effortless Experience Isn’t Enough

Heart of the Customer

In CX, we all focus on making the experience easier on our customers. (We We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience.

A Recipe for Success That Always Works – Tip #22

Steve DiGioia

Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success.

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A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES


Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services.

NPS 96

Support local restaurants during Covid-19

Customer Enthusiast

Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S. Census Bureau. And by April, according to the National Restaurant Association, more than 8 million restaurant employees had been laid off or furloughed.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

What is Attribution in Digital Marketing?


Digital marketing is a strategy where many roads all lead customers to the same destination. Whether it’s social media, email, or paid search ads, the goal of getting new business is the same.

What Chair is Reserved for Your Customer?

Wired and Dangerous

Have you noticed that your customers have changed? Customers say they are more likely to try additional services or products from brands that provide superior customer experience. They have raised the bar on how they view customer experience.

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service


This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience.

How Brandwatch for Administration Helps the University of Kansas Run Effectively During a Global Pandemic

Brandwatch CX


Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

How Does Mobile Attribution Work?


Mobile devices have surpassed every other device, including television, as the primary medium where Americans spend their time and attention. Apps account for 90% of the time users are spending online using smartphones and tablets.

70+ Experts Reveal the Best Customer Retention Strategies During COVID-19


Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. Budgets have been compromised and priorities have moved online.

Amazing Business Radio: Daniel Rodriguez


Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service.

NPS 85

US Election 2020: Brandwatch’s Last Data Drop Before the Election

Brandwatch CX

US Election 2020

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.