Trending Articles

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.

How to combat shopping cart abandonment on mobile

GetFeedback

Three reasons why users abandon shopping carts on mobile devices and how to overcome them. Articles

How To 204

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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.

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

Jerry Campbell

Retail 216

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!

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?

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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

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.

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

How Does Knowledge Management Improve Customer Engagement?

Sadie Williamson

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!

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

Introducing the new GetFeedback platform

GetFeedback

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

How to Reduce Field Service Costs to Meet Optimization Goals

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs.

Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager.

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.

Dealing With An Unexpected Spike? Don’t Reduce Your Coaching

Jeffrey Newman

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Are Labor Efficiency and Exceptional CX Mutually Exclusive? How to Achieve Both with Workforce Management

NICE inContact

Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX).

Best Practices for B2B Customer Experience Programs

Craig James

B2B 108

Ritualizing the Customer Experience

ShepHyken

I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz , an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.

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!

What Do You Do To Get Ahead? – Tip #20

Steve DiGioia

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition?

Tips 147

What’s in a Name? Your Ability to Please Your Customers

Heart of the Customer

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia.

Tips 94

ServiceNow BrandVoice: Great Customer Service Requires A Smarter Workflow

Jeff Koyen

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic

Your Ultimate Guide to Customer Experience

Catherine Thurtle

Get all the tools and information you need to manage, strategize, measure and impact all aspects of the customer experience for your business

Let's Start a Community Revolution

Speaker: Bill Johnston Chief Community Officer, Structure 3C

Join us on Tuesday, October 20th 12 PM ET for a webinar led by Bill Johnston, founder of Structure3C, as he walks us through the process he calls a "community revolution" - reflection, reckoning and revolutionary leadership. This webinar will explore the most effective strategies and tactics to forward the idea, practice, and value of community inside your organization.

Guest Post: Customer Experience – Can It Work With Email Marketing?

ShepHyken

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience.

Is Your ATTITUDE Attracting Customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

How to Prevent Spam and Trolls from Wrecking Your Game Forum

Vanilla Forums

Spam and trolls are an unfortunate reality for almost any community forum , but the world of competitive gaming seems to have more than its fair share. In fact, some gaming communities have developed such a huge reputation for toxic behavior that it has become a defining characteristic of their game.

The Evolution of Customer Success

Suraj Sharma

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards

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.