Sat.May 01, 2021 - Fri.May 07, 2021

The digital customer experience is changing. Is your brand on board?

NICE inContact

In the business world, customer experience has long been the focus of many efforts.

Brands 156

Three Steps to Proactive Customer Service

Bill Quiseng

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them.


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EX and CX: How to Optimize Both Using Employee Insights


Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX). Employee Experience

How To 130

Plotting the right (Green)Path: Calabrio Customer is a Finalist in the 2021 ICMI Global Contact Center Awards


Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

GetFeedback simplifies CX for Salesforce customers with a new integration and a new app


New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce. Product & News

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5 Can’t Miss AI Use Cases for Your Contact Center

NICE inContact

Artificial intelligence (AI) is the latest buzzword in the business world. Organizations are looking to AI to do everything from automating help desk responses to speeding up the development of life-saving drugs.

Closed-Loop Culture or Closed-Loop Process?

Horizon CX

In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers.

How to get your CCXP credentials


Learn what the CCXP is, why it matters, and how to get it. Guides

How To 195

The 5 Best Free WordPress Live Chat Plugins


WordPress powers over 40% of all websites on the internet. To put this into perspective, Joomla is the second most used and only has 2.6% market share. A key reason why so many businesses use WordPress is because the software is free. But it’s so much more than that.

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!

What movies get right about today’s biggest CX trends

NICE inContact

Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens. Customer Experience

Trends 156

Quick Player Insights: PA Lottery Insiders


In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical).

Retail 130

How to Sell More to Less People: Essentials of Segmentation


Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no-one. This is why best-in-class marketers work with best-practice segmentations. And targeting the biggest group is not often the best strategy.

How To 188

The Gig Economy is Paving the Way for Agile Customer Service


The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format.

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.

2degrees Employee - and Customer-centric Culture Built on Shared Purpose, Fun

NICE inContact

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off.

Below are the latest updates about our Enterprise Agreement negotiations.

Wired and Dangerous

As a result of this very special and personal space that will be established between you and the Lord, many of the times He will answer your personal prayers if you just simply approach Him all by yourself. Dont be in a hurry with prayer of agreement.

How to Grow Your Digital Marketing Agency Through Online Reputation Services



3 Ways Brands Can Use Agent Assist to Create Seamless CX


Bots have come a long way since their inception, but consumer trust still lags behind. In our State of CX Trends 2021 55% of consumers didn’t think bots could provide better CX and 54% have had a bad experience when interacting with a bot.

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 Unexpected Stands Out – Especially If It’s Bad


In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services.

In this situation, the contract is known as a post-nuptial agreement.

Wired and Dangerous

Move-in Checklist The landlord must furnish the tenant with the move-in checklist prior to granting access so they are able to write any defects or repairs needed in order to protect their Security Deposit.

Give Customers the Effortless Engagements They Deserve with Upstream Works for Amazon Connect

Upstream Works

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact.

What Will be Your Leadership Legacy?

Russel Lolacher

Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” ” But what does that even mean?

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

040: Starting Your Customer Service Revolution Journey

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey.

Billing through a consultant retainer fee agreement is the better solution.

Wired and Dangerous

Detailed clauses address the permissions and restrictions governing the licensees use of the trade mark(s). Limitations are based around two key elements, namely territory and the purposes for which the licensee may use the trade mark(s).

How to Retain More Clients: Benefits and Strategies


What is customer retention ? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits.

How to Reduce Customer Service Response Time to Avoid Lost Leads


Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.