Sat.May 29, 2021 - Fri.Jun 04, 2021

What would you say if asked "Is customer experience worth it?"


Engagement What would you say if asked "Is CX worth it "

2021 59

5 Ways to Develop Trust with Your B2B Customers


People do business with people they like. That’s about the oldest known business strategy!

2021 52

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Trending Sources

How to Gather Customer Insights with CS Software


Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers.

2021 62

CX maturity playbook: Customer experience strategy


Actionable insight to uplevel your customer experience strategy approach. Tools

2021 195

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

6 Pain Points Faced by Gig Customer Service and How Vision Can Solve Them


The gig economy is exploding, spawned by well-known apps such as Fiverr , TaskRabbit , Thumbtack , and Upwork that serve as digital marketplaces where an independent worker can be hired for a short-term project or task on-demand, also known as a gig. What is Gig Customer Service?

2021 109

More Trending

7 Great Customer Engagement Ideas


Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice.

2021 62

CX maturity playbook: Technology and tools


Actionable insight to uplevel your use of technology and tools for optimizing the customer experience. Tools

2021 195

Guest Post: How to Improve First Call Resolution (FCR) Using Knowledge Management System


This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call.

2021 59

How Alida Stands Out in a Crowded Customer Feedback Management Market


As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is.

2021 130

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

Are Your “Averages” Obscuring Your CX Opportunities?

Heart of the Customer

If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What do you mean?” Or they only mentioned survey data. But […].

2021 83

CX maturity playbook: Leadership buy-in


Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program. Tools

2021 195

Six Steps to Contact Center Digital Transformation: A Framework for CX Modernization


Ready to modernize your own contact center? Get the jump on your competitors by downloading our free Digital Transformation Roadmap. The concept of digital transformation isn’t new.

2021 72

5 Top Customer Service Articles of the Week 5-31-2021


Each week I read a number of 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.

2021 57

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

Top 10 Reasons To Enroll In “Customer-Powered Profits”

Kerry Bodine

If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason to click that link? Here are 10! I make customer experience concepts simple.

2021 68

CX maturity playbook: Listen, understand, and act


Actionable insight to uplevel how you listen to customers, understand their needs, and take action to improve the customer experience. Tools

2021 195

What is an IVR?


“To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system.

2021 67

Amazing Business Radio: Natalya Berdikyan


The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience.

2021 61

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Tom Peace Appointed MD of The Loyalty People

CSM Magazine

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director.

2021 52

Survey Data Processing Services In Different Industries

Magellan Solutions

Survey processing services in different industries. Improvement and growth are necessary for business success. This calls for the need for survey processing. It is so that the data obtained from surveys could be presented in a format that is dependable and valuable for your organization.

2021 52

Live Chat KPIs are Essential – But How Can You Get Agents Onboard?


While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. But it’s completely worth the effort.

2021 52

Defining Survey Goals and Objectives: A Quick Guide


Survey goals and objectives are important because they help you ask the right questions, obtain useful answers, and achieve the best results. How do we know? Because setting goals and objectives is the first step in our template creation process, and we’ve experienced all of those benefits firsthand.

2021 52

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

What’s Stopping You From Becoming a Connected Enterprise?

CSM Magazine

Ross Daniels at Calabrio outlines the obstacles and how to tackle them using 3 winning strategies for connecting staff and customers. In our last two articles, we established what it means to be a Connected Enterprise and the benefits such connectedness brings.

2021 52

5 Reasons Why Non-voice Customer Service Outsourcing Shouldn’t be an Afterthought

Magellan Solutions

Stop thinking of non-voice services as an afterthought in customer service outsourcing, because it is so much more. The first thing that comes into people’s mind about call centers are voice based services.

2021 52

10 ways to improve CX by reducing customer complexity


Engagement 10 ways to reduce customer complexity

2021 83

What to Expect When Shopping for Support Software

Help Scout

Every time I need to buy a pair of jeans, I trick myself into thinking it’ll be an easy process. I’m sure I can simply order from the last place I bought them or just check a few stores.

2021 55

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.