Sat.Mar 13, 2021 - Fri.Mar 19, 2021

Storytelling for innovation


If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line.

Does Automation Make Customer Service Smart?

CSM Magazine

Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software.


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Don’t Leave Your Customers in the Dark!

Heart of the Customer

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises.

How Texting Keeps Your Contact Center Agile in 2021

NICE inContact

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. Contact Center Trends & Insights AI

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.

NPS®: The pros and cons


An overview of the benefits and limitations of using the Net Promoter Score. Articles

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More Trending

How to Care More About the Customer Than the Sale


It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that?

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What is Customer Effort and How Does Contact Center AI Impact it?

NICE inContact

In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part.

How to ask open-ended questions


A complete guide to open-ended questions in surveys. Guides

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How CXM Drives Year-Round Growth in the Tech Industry


The tech industry is an incredibly competitive market, filled with global juggernauts and disruptive innovators jostling for customers’ dollars. To thrive in this crowded landscape, you need to establish key differentiators that set you apart from the rest of the pack. Customer Experience

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!

Elevating Trust Through Customer Experience: Reflections on Our Work with Second Harvest Heartland


No matter where you live, during this pandemic you have seen stories and images of people in what appear to be endless lines, waiting, hoping, needing food assistance. Trust across a system that people must rely on to deliver essential support is paramount.

Making the Case for AI in the Contact Center - Answers to Your Top 8 Questions

NICE inContact

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications.

Visual Technology in Telecom: Endless opportunities


If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m.

Ventura Foods Cooks up Deep Customer Insights


Ventura Foods provides high-quality ingredients and food products to both restaurants and grocery stores across the United States and Canada.

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!

ReviewTrackers Joins the Inc. 5000 Fastest-Growing Private Companies in the Midwest



PPP loan forgiveness: How our customer Upside Financial is supporting SMBs


Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts.

How Improv Comedy Has Made Me a Better Community Manager


When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool!

PPT Solutions Announces Promotion of Scott Prater to Senior Vice President of Technology Solutions

ppt solutions

TULSA, OKLAHOMA, March 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the promotion of Scott Prater from Vice President to Senior Vice President of Technology Solutions.

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.

Introducing The Conversocial State of CX Trends Report 2021 | Conversocial


It is well documented that consumer expectations have changed beyond recognition as a result of the pandemic. However, what is left unknown is our new definition of “normal.” It is yet to be fully defined

Guest Post: Brilliant Advice for Women Breaking into CS Leadership Roles


This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX.

How Do Clear Sales Recruiting Strategies Impact Sales Team Turnover?

Integrity Solutions

Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers.

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Understanding the B2B Customer Journey and How It Differs from B2C


The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

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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!

The Movement Behind Women in Tech is Picking Up the Pace


Last week, Cyara joined with many organizations worldwide to help raise awareness on International Women's Day, with reflections by our President James Isaacs and CMO Linda Chen, along with a wide range of statements and support from Cyarans on social media.

5 Top Customer Service Articles For the Week of March 15, 2021


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.

6 Tips to Streamline Customer Support Ticket Management


Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure.

How Employee-Centricity is the Foundation of a Customer-Centric Organization


By Heather Rollins, Vice President of Human Resources at Alchemer. It’s been a year since we closed our office in Boulder and sent everybody home. Over the last 12 months, everything about the workplace has changed.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!