Fri.Jan 24, 2020

Preparing Your Contact Center for the Unexpected

NICE inContact

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

Guest Post: The Secret to Stand-Out Store-Level Customer Service


This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

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6 Tactics to Focus on for Preventing Customer Churn

Team Support

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at night. Especially in the B2B (business-to-business) industry, losing just one major customer can make or break a business.

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers


9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. Author: Emily Nesterick. In honor of the 62 nd GRAMMYs airing this weekend, I wanted to highlight a song nominee that’s become the unofficial anthem of dealing with difficult customers.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The 4 YouTube Analytics Tools You Need

Brandwatch CX


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More Trending

3 customer churn symptoms and cures


Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. Published on: January 24, 2020.

How to Use Social Sentiment to Perform a Competitor Analysis


To succeed online, brands must have a big picture understanding of the landscape – and intel around competitors is a super important piece of that puzzle.

Improve Customer Experience in 2020 With These 3 Strategic Moves

Smarter CX

Wondering what’s on the minds of your employees this year? You don’t have to guess. According to an Oracle survey of more than 1,500 professionals across 20 countries and different disciplines , over 90% of respondents agreed that customer experience was a primary focus within their organization. Yet, the same study found that just 40% feel confident in both the current CX capabilities and their potential for future implementation.

Meet Your New Threat Intelligence, Vulnerability Management, And ICS Research Analyst

Forrester's Customer Insights

This month, I joined Forrester’s security and risk research team as a senior analyst covering cyber threat intelligence, digital risk protection, vulnerability management, and industrial control system (ICS) security. I am excited about joining the team and expanding Forrester’s existing research in threat and vulnerability management and securing the control systems that keep our manufacturing facilities, critical infrastructure, and communities safe and productive. In my opinion, […].

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Cannabis Dispensaries: Security And Risk Considerations For Continued Growth

Forrester's Customer Insights

In the US, cannabis is fully legal (medical and recreational) in 11 states and Washington, DC. For medical use, it is legal in 33 states. This is a flourishing industry, with one study conservatively estimating it will reach $30 billion by 2025.