Sat.Jan 19, 2019 - Fri.Jan 25, 2019

How Customer Success Teams Should Navigate the Complexities of Customer Handoffs


When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Probably not, but it really doesn’t have to be this way.

Ten Reasons Why You Should NOT Conduct Market Research


If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1.

Enable Graceful Departures for Your Customers

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

5 Support Tools to Improve Customer Experience


Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

What is Call Queuing and Why Does It Matter?

NICE inContact

Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. . This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again.

More Trending

The Basics of Establishing and Operationalizing Your CX Foundation

Customer Bliss

How to Create Customer Surveys for Content Marketing


A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. The better your content, the bigger impact you’ll have on the bottom line. .

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Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”


Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”.

Setting Attainable CX Goals: Part 2 of 3


This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?”

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service


Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service.

Outsourcing: where did I go wrong? – by Tim Sunley


Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader.

Florida’s City Furniture Gains Reliable Data and Performance Visibility

NICE inContact

Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system that consistently provided inaccurate information.

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Setting Attainable CX Goals: Part 2 of 3


This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?”

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Step up Customer Assistance with Live Video Support


Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization.

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2 Key Differences in B2B Journey Maps

Kerry Bodine

In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences.

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6 Winning Lessons From The New England Patriots (For All Organizations)

Experience Matters

The New England Patriots just won the AFC Championship, earning a trip to their third straight Superbowl. As a Patriots fan, I’m thrilled. I know that many people don’t like the team, but there’s no denying that the Patriots have built a dynasty and are one of the most dominant teams in recent history (across any sport). How do the Patriots keep achieving success? By implementing a system that creates winning teams.

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Convergence and What It Means to CX


I wish we had a crystal ball but we don’t. Despite that, we made a prediction back in the fall that the worlds of CX and CRM would continue coming together since it results in many benefits both for customers and organizations.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?


Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did.

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Performance Management – You Know You Need It, and Here’s Why

NICE inContact

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry as a whole vary greatly, but on average, turnover is between 30 and 45 percent.

Great Teams = Great Customer Experiences

Wired and Dangerous

Customers today are picky, fickle, vocal and vain. They are Vain –expecting treatment that telegraphs they are special and unique, not just one of the masses.

IntouchCheck: New Year, New Features


Learn more about some of the exciting new IntouchCheck features that have just been released


How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Get the Right People on Your Customer Experience Team

Kristina Evey

Successful teams are made up of the right people. This is true in sports and it is true in Customer … Read More Get the Right People on Your Customer Experience Team. The post Get the Right People on Your Customer Experience Team appeared first on Kristina Evey. Planning for CX Team

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Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology

NICE inContact

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims.

Is Your Customer Service Team Still Wearing Blinders?

Steve DiGioia

Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers. We think this “laser focus” is our key to success until we’re shown the door. Then we ask, “Why am I being fired?”.

Tough Customers


Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.