Sat.Aug 22, 2020 - Fri.Aug 28, 2020

The Rise of the Remote Workforce


In the same way COVID-19 has sped up the e-commerce trend, it had challenged the conventional view that offices are critical to productivity, culture, and securing top talent. At the beginning of Alert Level 3, we saw businesses scramble to set up remote working arrangements for their employees.

How to Improve Customer Engagement


What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Create a Compelling CX Vision

Heart of the Customer

Rallying your teams to move to a more customer-focused approach requires letting them know what needs to be done. And nothing is more effective at accomplishing that than having a compelling CX vision for what the future looks like.

Tips 96

How to Calculate Your Net Promoter Score (NPS)


NPS calculation formula and interpretation of data. Articles

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!

Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact

NICE inContact has been recognized as a leader in a new report from Forrester Research.

More Trending

Embracing Change: The Service Design Global Conference Goes Virtual

Kerry Bodine

It’s the time for service designers from around the world to connect.

Want Greater CX Success? Build Your CX Success Statement

Experience Investigators by 360Connext

What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” ” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it?

Five Reasons To Be Open-minded About Using an Open Platform in Your Contact Center

NICE inContact

In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience.



Minimum Viable Product (MVP) is a popular term that speeds software products and other services through the design process. The concept’s essence is to release early so that potential users can participate in design through their early feedback.

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.

Multiexperience: Where the customer journey and employee journey converge


We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note.

You NEED To – Tip #13

Steve DiGioia

Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer.

Tips 168

Managing Quality with a Work from Anywhere Workforce

NICE inContact

When COVID-19 first necessitated a work from anywhere approach, most contact centres were concerned with the basics: connecting remote contact centre agents to essential systems; redirecting customers to digital channels to lighten the load on contact centre agents; and trying to deliver a consistent experience under the circumstances.

Customer Focused Business Culture


Customer Focused Business Culture Tips. Creating a standout customer experience is an all-hands approach. Every employee needs to understand the importance of their individual contribution when it comes to customer happiness and the overall 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!

8 Reasons Why Now is the Time for Contact Center Digital Transformation

Tricia Morris

Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to digital transformation initiatives.

Women in Leadership: My journey in Customer Experience


The beginning of my story is no different than so many others. Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself.

Making Cents of Customer Lifetime Value

NICE inContact

If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift away from simply providing good customer service and a new-found focus for creating great customer experiences.

EyeforPharma CX Report


What is CX? Customer experience (CX) is a marketing revolution that’s gaining ground in the pharmaceutical industry. Many industry leaders will have already heard about this concept and how it is typically associated with words such as innovation, competitive advantage, and revolution.

Report 130

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.

Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever-changing expectations continue to increase! 54% of customers have higher expectations for customer service today compared to one year ago ! They have raised the bar on how they view customer experience.

What Are You Grateful For?


I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession.

Making the Case for Digital-First Contact Center Communication — And Why it Matters More than Ever

NICE inContact

With consumers expecting to engage on their terms, in a way that’s easy and efficient, the flexibility and convenience of digital channels are an essential offering. For many organisations, this means making the business case for going digital to organisational leadership.

Top 75 Customer Experience Blogs And Websites To Follow in 2020 (CX Blogs)


Feedspot has a team of over 25 experts whose goal is to discover and rank popular blogs, podcasts and youtube channels in several niche categories. With millions of blogs on the web, finding influential bloggers in a niche industry is a hard problem to address.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How healthcare contact centers can reframe the patient experience in the era of COVID-19


The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. In the early days of the pandemic, organizations were caught in a difficult balancing act.

Amazing Business Radio: Simon Glass


The Voice of the Customer. How to Collect Customer Insights to Drive Your Customer Experience. Shep Hyken interviews Simon Glass , CEO of They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed.

Video 81

3 Ways Digital Adoption Builds Brand Confidence

NICE inContact

Building loyalty, meeting high service expectations, and differentiating from competitors are common challenges faced by businesses of all sizes in most industries.

Brands 156

Customer Experience Quotes to Inspire Your Entire Organization


There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey.

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!