October, 2020

The 7 Keys to Word-of-Mouth Marketing

C3Centricity

Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires.

Mapping Your Contact Center Strategy to Changing Customer Behavior

NICE inContact

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility.

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Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts.

Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital

CXS

Covid-19 has changed our lives in many ways, one thing remains constant during this time, “change”. Many organizations paused and had to re-imagine how they will conduct business moving forward.

B2B 173

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!

Calabrio honored as a Fast 50 Company — What does it mean for us, and you?

Calabrio

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment.

More Trending

How Understanding Shoppers Can Save Retail

C3Centricity

We need to better understand shoppers. Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%.

Retail 192

Digital and Analytics: A Match Made in Heaven

NICE inContact

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX.

Report 156

Customer Journey: How to Drive Profitable Business Growth

Steven Macdonald

The customer journey follows the complete lifecycle from awareness to loyalty. Here, we share our process and framework to map the entire customer journey

4 ways digital CABs drive business value

Vision Critical

Customer advisory boards (CABs) are a great way for organizations to sit down with their high-profile customers and gather feedback and advice from this VIP audience.

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!

An Introduction to Customer Journey Storyboarding

Experience Investigators by 360Connext

There’s something magical that happens in our brains when we draw. And yet many of us, myself included, don’t see ourselves as talented enough to draw outside of the occasional doodle to see if the pen is working. Customer experience success relies heavily on understanding our customers.

How to improve online sales with digital feedback

GetFeedback

How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales. Guides

Sales 229

10 Language Blunders That Would Have Been Avoided With Market Research

David Frank

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO).

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.

B2B Customer Experience Best Practices

Craig James

B2B 217

7-Eleven Elevates Customer Experience With Its New Mobile App

CXS

We looked at an interview conducted earlier this year with Chain Stone Age and Jerry Campbell, a speaker of the Customer Experience Strategies (CXS) Summit.

How to Turn Reactive Customer Experience into Proactive CX

Experience Investigators by 360Connext

Listen to this article. Is Your Organization’s Customer Experience Proactive, or Reactive?

Introducing the new GetFeedback platform

GetFeedback

Quickly adapt to your customers’ evolving needs with a modern CX solution. Product & News

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!

How to Use Customer Feedback Analysis to Make the Most of Your Data

Sam Frampton

The reasons to collect customer feedback are obvious; in order to create the

Digital Customer Service Is More Than Just A Channel

NICE inContact

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience.

Top Customer Service Considerations for Retailers in a Post-COVID World

Jerry Campbell

Retail 216

CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success

CXS

All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

What Is Customer Experience?

Experience Investigators by 360Connext

Listen to this article. Customer experience is not always easy to define. In the early days, it was often described as the perception the customer had of your brand. Others define it as the buyer’s journey.

How to use the Customer Effort Score (CES) metric

GetFeedback

Simplifying CX YouTube series video on how to use the CES metric. Videos

Bias Is a Four-Letter Word

Vision Critical

"Members of an insight community are biased. Survey results aren’t really representative. ”. We hear this a lot. This statement often stems from the belief that by maintaining anonymity and surveying a general population sample, researchers will find the unbiased truth.

ROI 130

IT Priorities Shift in the New Normal: More Pivotal to Contact Centers than Ever

NICE inContact

Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities? Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights NICE inContact CXone

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.