Trending Articles

The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?


For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges.

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5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance


Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users.

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How Employee Engagement Helps Drive Customer Experience


An engaged workforce is the key to a better customer experience (CX). When you have highly engaged employees behind your business, research shows you’ll outperform the competition by nearly 150%. Plus, you’ll likely see 10% higher customer satisfaction metrics.

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How to improve customer experience in ecommerce


Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website. Guides

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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.

10 Inspirational Customer Experience Examples

Help Scout

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading.

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More Trending

How to Deliver a Personalized, Automated Customer Experience


Personalization and automation seem to be diametrically opposed. Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation.

2021 62

Revealing Change Makers’ Secrets

Heart of the Customer

As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings.

2021 83

Customer Service is a Gold Mine for Employee Experience Ideas

Russel Lolacher

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience.

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Customer Experience vs. Customer Success: Explained

Help Scout

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

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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!

Guest Post: How to Care About Your Customers


7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included.

2021 62

5 Rules For Ensuring Behavioral Science Works For Your Business

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. The concepts behind behavioral science are powerful stuff.

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What Is Customer Segmentation? Definitions, Uses and Success Tips


What is customer segmentation ? It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively.

Top 4 Goals & Solutions for Better Customer Service via Facebook


There are over 2.8 billion monthly active users on Facebook , and counting. Chances are high that some of these users are your customers, and whether you’re aware of it or not, those customers are actively seeking support via social media.

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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.

Calabrio Extends Cloud Workforce Engagement Management Capabilities in Southeast Asia

CSM Magazine

Cloud-first workforce engagement management provider announces roadmap for Data Sovereignty across Southeast Asia.

2021 52

5 Top Customer Service Articles of the Week 6-14-2021


Each week I read many 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.

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Stop Making This BIG Pricing Mistake

Beyond Philosophy

What tactics do you use in your pricing strategy? There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.”

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Announcing the Titans of Customer Engagement Podcast


It’s finally here, and we couldn’t be more excited. The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast , featuring Kerrie Robert , Social Media Manager of Customer Service at Experian.

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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.

With modern customer service management software, everyone wins

NICE inContact

Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of.

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CX is the New Branding: Here’s What Enterprises Must Do to Adapt

CSM Magazine

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt.

2021 52

What’s your Passion?


I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be.

2021 59

How Outsource Customer Support Services Completes the Value Chain of SMEs?

Magellan Solutions

How can Outsource Customer Support Services fill Value Chain gaps? Here’s a reminder: Successful businesses create value with each transaction by satisfying customer and shareholder needs. Companies that can generate good value are more likely to profit and to expand. But what about the case of SMEs?

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Generic ASR Will Never Be Accurate Enough for Conversational AI

What type of ASR is able to be tailored to your Conversational AI? It is an End to End Deep Learning ASR. This type of ASR can be trained with your audio data to make sure the intent is captured and the transcription is accurate for your use case. It can also be continually trained and improved to gain more accuracy and focus. Read this eBook to find out how a Conversational Al system determines the intent of the conversation and focuses on the important words.

20 Best NPS Survey Questions and Templates (2021 Guide)


Are you curious about what NPS survey questions you can ask your customers? Need some ideas or templates to write your own NPS questions? An NPS survey is one of the best ways to measure your customers’ loyalty and satisfaction.

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ChurnZero Receives 2021 Top Workplaces Award from The Washington Post


ChurnZero has been named one of The Washington Post’s 2021 Top Workplaces in the Washington, D.C.

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Avtex Hires Brian Lannan as Vice President of Retail Experience

CSM Magazine

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience.

2021 52

Beginner's guide to robotic process automation (RPA)

NICE inContact

Robotic process automation is one of many ways artificial intelligence can be used beneficially in contact centers. RPA can automate repetitive tasks, which makes agents' jobs more engaging, increases contact center capacity, and improves accuracy. Other AI solutions can yield similar benefits.

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B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.