Sat.May 30, 2020 - Fri.Jun 05, 2020

6 Dos and Don?ts for Improving Your Customer Onboarding


Is your customer onboarding turning into a fixer-upper? The proper upkeep and continual improvement of a home (and onboarding process) are essential to maintain its value over time. When done right, it’s a worthwhile investment that substantially increases your return.

How Customer Service Solves Churn Problems

ProProfs Chat

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them.

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Using the Lens of Human Emotion To Improve CX

Martin Hill-Wilson

According to Lisa Barret Feldman and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function – to interpret what is going on and then respond: based on ongoing simulation and prediction. The result is our everyday reality.


Guest Post: 10 Ways Consumer Insights Help Improve the Customer Experience


This week we feature an article by Uma Bhat , a content marketing professional at Clootrack. She shares how businesses can utilize consumer insights to help improve customer service and experience.

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!

How Can YOU Make The World A Little More Beautiful?

Kerry Bodine

This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet.

More Trending

Five Leadership Principles For Truly Driving More Diversity And Inclusion

Experience Matters

The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate.

Changes in Consumer Habits | Download the Report


Read about the findings from the large-scale survey we conducted in early May, on changes to consumer behaviors since the inception of COVID-19. Leveraging our platform, we received over 2000 responses and identified some pretty amazing findings

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A Statement from our CEO, Ross Wainwright

Vision Critical

The events of the past week have been difficult to process and put into words.


How, when and if your call center agents should return to the office

NICE inContact

After a cancer diagnosis and undergoing treatment, A NICE inContact employee’s daughter knew she needed to work from home especially during COVID-19. She felt fortunate to have found employment with a call center after undergoing multiple rounds of treatment that resulted in a period of unemployment.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Moving to the cloud: Real world advice


Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc.

Use The Human Conversational Model to Create Engaging Contact Center Interactions

Experience Matters

Human beings are naturally social, and one of the fundamental ways that we build rapport and bond with other people is through conversations. Organizations can tap into our innate affinity for engaging conversations to deepen relationships with their customers by designing interactions that mirror the key elements of compelling everyday conversations. To help organizations do this, we created The Human Conversational Model, which we’ve previously applied to digital interactions.

Why Your Live Chat Solution Needs Audio and Video


There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. But while these stats are true, the figures don’t always tell the whole story.

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How to safely operate your small business call center as businesses reopen

NICE inContact

Small businesses are anticipating when they can reopen their call centers and doors as new developments continue in the COVID-19 pandemic.

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.

The Power of Multiplying Leadership

Horizon CX

How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter?

Call recording: Back to the basics


Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment.


Heart of the Customer

A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers. When empathy is high, organizations are more likely to serve their customers better.

Do Your Work-From-Home Contact Center Agents Have What They Need? Our Benchmark Study Can Help

NICE inContact

Has the pandemic permanently changed the way people work? Specifically, are all the employees currently working from home really going back to the office? It's hard to see how. In fact, some employers have already announced permanent changes.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Improve Your Voice of the Customer Program: Focus on These 3 Things

Experience Investigators by 360Connext

My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” ” The first screen I saw, behind the receptionist, rotated between company logos, inspirational sayings, and a colorful dashboard of graphs and numbers. “There it is!” ” My client proudly pointed to the dashboard. I squinted, trying to find the word “customer.”

Bridging the Knowledge Gap in Field Service


Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group.

7 Expert Customer Service Tips during the Coronavirus (COVID-19) Crisis

ProProfs Chat

The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. .

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Ridiculous Interpretation of Rules


This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Chatbot Best Practices: 8 Tips & Tricks you Can Benefit from Today


Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent.

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What Value Do You Bring? – Tip #1

Steve DiGioia

The “ Customer Value Proposition ” is providing convincing reasons why a customer should buy a product, and also differentiate your product from competitors. The same works for our “internal customers”, our employees.

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Why Moving Your Contact Center to the Cloud is More Important than Ever


Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19.

How to Manage Remote Agents


Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Understanding Human Behavior Styles Can Improve Sales, Coaching and Leadership

Integrity Solutions

Whether you’re a coach or a salesperson, if your communication approach is overly tilted toward your own dominant human Behavior Style, you risk ignoring or failing to connect with the other person and what they care about most. By Debbie Irving.

How Do Price Changes Affect Consumer Perceptions?

Brandwatch CX

Marketing Product

Give your agents the right tools to succeed in a remote work scenario


It has been a few months now since the coronavirus (COVID-19) took the world by storm. As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift.

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