Sat.Dec 05, 2020 - Fri.Dec 11, 2020

10 Essential Customer Service Metrics to Track Now

NICE inContact

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

Sales Acceleration is Possible, Even in a Pandemic

Think Customers

There’s no doubt the COVID era is reshaping the consumer goods industry, possibly forever. Consumers’ shift to digital, which had been steadily gaining momentum prior to the pandemic, has ratcheted into overdrive during this time of social distancing and stay-at-home orders.

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On Customer Experience and Correspondence


Human communication has been a vital aspect of society since the beginning of time. Even before written languages developed, tribal societies developed an iconographic form of communication depicting their primitive versions of verbal communication.

Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

How Contact Centers are Rising to the Demands of Consumers Based from Home

NICE inContact

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

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Mylo drives positive customer experience with GetFeedback


Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo. Customer Stories

Eliminating Data Disparity: Q&A with UJET COO Vasili Triant


Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.”

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3 Tips to Make Your Contact Center a Little More Ho-Ho-Happy this Holiday Season

NICE inContact

The holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too. Here are easy tips and ideas for low-cost ways to diffuse tension and bring more fun to December, no matter what industry you’re in.

IBTM Keynote: Mike Wittenstein


The post IBTM Keynote: Mike Wittenstein appeared first on StoryMiners. Presentations


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!

The complete guide to website surveys


Everything you need to know about website surveys, from deciding what kind of survey you want to run to asking the perfect questions. Guides

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Contact Center Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches


This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. ‘A A change will do you good,’ sang Sheryl Crow in the 90s.

Reimagining the Contact Center for Work From Anywhere

NICE inContact

Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions.

Guest Blog: 5 Ways Chatbots Can Improve Your Customer Satisfaction


Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction.

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!

Crucial Communications


The coronavirus pandemic is forcing each of us to respond to change. It is causing many of us to become leaders. In “ What We Say And How We Say It Matters More Than Ever ” (and in the accompanying video), you’ll learn about how to frame communications, not as a chore or a pattern.

5 Proven Ways to Make your Contact Center RPA Successful


Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights.

4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

NICE inContact

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas.

Live Chat Software – If You’re Only Typing, You’re Missing Out


If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. And the reasons are straightforward.

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.

Employees Love the Story, Too


Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest.

How to Make 2021 Your Greatest Year by Weaponizing Adversity

The DiJulius Group

Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2

Fostering Innovation Requires Character!

Wired and Dangerous

“Would your work practices change if your son or daughter was watching you in order to learn life lessons?” my business partner, John Patterson asked a group of senior leaders.

What Are The Elements of a Content Marketing Plan?


Marketing Operations Organic Search Marketing Management Content Marketing

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!

5 Top Customer Service Articles For the Week of November 7, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what what is a Customer Experience?” ” Nobody knew back then.

How to build a cloud contact center business case


If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be.

What is the Difference Between Content Strategy and Content Marketing?


Content Marketing isn’t a new buzzword, but the amount of attention it gets only grows. With modern marketers increasing their focus on digital marketing efforts, it’s easy to understand why. Digital content marketing works. Marketing Operations Organic Search Marketing Management Content Marketing

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!