Sat.Sep 26, 2020 - Fri.Oct 02, 2020

Harness Service Agent Feedback to Successfully Reopen Your Business


How to create the ideal employee survey that delivers the insight you need to safely reopen your business. Articles

How to Choose a Customer Engagement Model


Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications.

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Working in Harmony with your Product Team


Kristen gives practical advice on ways to build a stronger program with your product team. Customer Success Customers Onboarding saas value realization

Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital


Covid-19 has changed our lives in many ways, one thing remains constant during this time, “change”. Many organizations paused and had to re-imagine how they will conduct business moving forward.

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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!

5 Ways to Reimagine Customer Experience in the Time of COVID-19


A look into the new-normal customer and how to meet their evolving expectations. Articles

More Trending

Becoming Alida: Q&A with Senior Director of Brand, Kristin Dorsey

Vision Critical

Q&A with Senior Director of Brand, Kristin Dorsey.

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Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Experience Investigators by 360Connext

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services.

Announcing Three Finalists for the C3 2020 Analytics Awards Program!


Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now.

Digital Customer Experience: Big Results on a Small Business Budget

NICE inContact

To stay ahead of the customer experience transformation underway, you need the right transformational tools -- tools that have the potential to improve cashflow, empower agents and delight customers. Fortunately, these tools are easily accessible to all businesses -- large and small.

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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!

Retailers and E-commerce Sectors Experience a Rise in Customer Service Inquiries


Springtime 2020, the world sees a collapse in its economy affecting a variety of businesses. Several regions took part in lockdowns to keep its patrons and employees safe.

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Call center cost reduction strategies


Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity.

Do You Do a Good Job? – Tip #18

Steve DiGioia

Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for.

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Seeing the Bigger: Picture Using Salesforce CRM Data to Reveal New Insights that Improve Contact Center Performance

NICE inContact

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

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.

Customer Service Week: A Time to Celebrate Customers AND Employees


It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year.

Does Your Customer Journey Have Too Many Hoops?

Wired and Dangerous

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories. .

How Well Do You Know What You Really Want?

Beyond Philosophy

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases.

From Ideas to Product Features How Customers Shape Our Product Roadmap

NICE inContact

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel.

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!

Amazing Business Radio: Claire Boscq-Scott


Mystery Shop Your Customer Experience. How to Improve Your CX by Putting People First. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist.

Embracing Customer Feedback In Your Community Forum

Vanilla Forums

Customer feedback plays a crucial role in any successful organization. As a result, it’s important to embrace customer feedback rather than to fear it. This blog will discuss why customer feedback is so important and why an online community forum is the best way to get it. Community Customer Servic

Interview: The Science Behind Brandwatch Search With Aykut Firat

Brandwatch CX

Interview Uncategorized


How to Design an Omnichannel CX Program That Beats the 67% Failure Rate

NICE inContact

Nearly 70% of companies fail at designing omnichannel CX. To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers.

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 community in empowering your customers, and generating value for your business.

Guest Post: 5 Unexpected Uses for Customer Data


This week we feature an article from Anthony Kreychmar, founder and CEO of Fortuna Visual Group. Learn how to best prepare your contact center for the holiday season.

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Reputation marketing: 5 pillars to success


“Your brand name is only as good as your reputation.” – Richard Branson. Think about some of the great brands that you know and trust. Whether it’s Nike, Coca-Cola, or Apple, customers all over the world know that these companies have a reputation for quality.

Introducing a Faster and Smarter Way to Search

Brandwatch CX


What to Say When a Customer Cusses at You and 4 Other Tough Situations

Myra Golden

Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season.

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.