Sat.Dec 18, 2021 - Fri.Dec 24, 2021

3 Reasons Why Your B2B Business Needs Live Chat In 2022


In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space.

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Are Google reviews reliable?


When you think of a business, what comes to mind? For many people, the word reliable is at or near the top. In fact, a quick Google search on the specific term ‘reliable’ yields 11 billion results. This showcases how important it is when deciding who we do business with.


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The MOST Important Customer Success Metrics


Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

Elves Rule: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It

InMoment XI

This article was originally published on CustomerThink. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T.

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.

Consumer expectations are defined by the private sector. Here’s why that’s important to your agency

NICE inContact

Going digital requires an uplevel in agent skills. Download "New Agent Training Tips for Today’s Digital World" for useful information about preparing your agents for your digital transformation. AI Customer Experience

More Trending

2021 CX Reflections – Building Community Through Servant Leadership

Horizon CX

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end.

The Employee & Customer Experience Improvement Framework You Need in 2022

InMoment XI

Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers.

Reducing Attrition in BPO Customer Service


Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever.

One Simple Idea That Can Help You Retain Your Best Employees

Shep Hyken

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known.

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.

6 Essential Messages for Customer Success Manager Automation


Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Eliminating What Customers Hate For Scalable Growth

Doing CX Right

Nick Webb, author, and inventor with 40 US Patents explains how to attract & keep customers happy based on a lifetime of study and application. The post Eliminating What Customers Hate For Scalable Growth appeared first on Doing CX Right. DoingCXRight®?

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Taking Feedback with QR Code

Zonka Feedback

Feedback through QR codes has become one of the most favorable ways to understand and improve people's experiences with brands. And especially during the COVID-19 pandemic, the number of interactions using QR codes increased by 94%.

Guest Post: How to Ensure PCI Compliance in Your Call Center?

Shep Hyken

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?.

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.

Five Warning Signs Your Customer Success Team is Burnt Out


In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS.

The Next Decade of Healthcare Is Primed For Seismic Disruption By Hospital-At-Home

Forrester Digital Transformation

Starting in the 1800s, house calls from physicians were the norm. Traveling was too difficult for sick patients and house calls eliminated most of the healthcare costs of a standard visit. Until the 1940s, house calls were the primary modality of care.

Top Poll Apps for Webex

Zonka Feedback

Polls are an excellent way to know the opinions of other persons, especially when you have a large pool audience. When we talk about online meetings and web conferences, it becomes an even more effective way to establish good communication and engagement during online sessions. Employee Feedback

161% Increase in Average Deposit Amount


Optimove’s segmentation abilities, orchestration capabilities, and testing tools allowed Stake to move from manual, spray-and-pray email campaigns to reactive, relevant campaigns that maximize personalization by being sent automatically to granular micro-segments.

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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.

What is Involved in Social Customer Care for a 1 in 500 Year BC Flood

Russel Lolacher

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Targeting Truth In The Misinformation Age

Forrester Digital Transformation

Gen Z schools America once again. 23-year old Peter McIndoe from Memphis started a movement that went viral: Birds Aren’t Real. The movement propagated a conspiracy theory that the US government replaced all birds with drones sent to spy on its citizens.

Zonka Feedback wins 13 awards in the G2 Winter 2022 Reports ??

Zonka Feedback

The G2 Winter 2022 Reports are out — and we're ecstatic to share that Zonka Feedback has won 13 awards (including Momentum Leader, High Performers, and Users Love Us) for multiple categories in this quarter, outperforming our previous quarter record when we won 11 awards from G2. ?? ?? ??.

5 Ways To Optimize Call Abandonment Rate For Contact Centers


Call abandonment is a metric that may be used to assess a contact center's performance. The purpose is to provide the best service possible to customers. Observing this key performance indicator allows you to identify and fix contact center flaws.

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.

How to get your Customer Success Tech Stack in Order

CSM Practice

“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems.

Meet Your New Technology, Architecture, & Delivery Analyst

Forrester Digital Transformation

When did you join Forrester? I began my latest career adventure with Forrester in November, 2021. The Forrester “Bold at Work” values will be core drivers for my research with the intent of enabling clients and technology vendors to also be “bold at work”. Together, we’ll accomplish great things.

Top 5 ChurnZero Webinars from 2021 to Watch and Share


Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content.

6 fintech and technology trends that will redefine CX in 2022

Beyond the Arc

As we look out over the horizon of 2022, one thing is clear — we can only move forward. We won’t just dust off old habits, even for workers who finally return to the office. As individuals, our mindset, our needs and our priorities have shifted.

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.