Sat.Oct 31, 2020 - Fri.Nov 06, 2020

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush


How to provide the best customer service and support during this unprecedented holiday season. Guides

4 Easy Steps for Building an Internal Knowledge Base


Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times.

2020 52

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Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one.

2020 102

7 Tips to Simplify & Improve Employee Journey Mapping

Experience Investigators by 360Connext

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize.

2020 143

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!

The Paradigm Shift of Remote Support and the Future of Field Service Delivery


Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service?

2020 109

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A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES


Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services.

NPS 96

Winner! Winner! Chicken Dinner!


This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night.

2020 105

An Effortless Experience Isn’t Enough

Heart of the Customer

In CX, we all focus on making the experience easier on our customers. (We We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience.

2020 97

Top 5 Customer Experience Predictions For 2021


Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. So, how can businesses ensure their CX is up to scratch? Brands must stay on top of CX trends.

2021 79

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 Came First COVID-19 or Poor Customer Service?

CSM Magazine

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI).

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service


This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience.

2020 86

How to Understand the Irreversible Impact of the Pandemic on Business

The DiJulius Group

How to Understand the Irreversible Impact of the Pandemic on Business 4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Understand the Irreversible Impact of the Pandemic on Business What a year 2020 has been!

2020 79

What is Attribution in Digital Marketing?


Digital marketing is a strategy where many roads all lead customers to the same destination. Whether it’s social media, email, or paid search ads, the goal of getting new business is the same.

2020 86

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 the community in empowering your customers and generating value for your business.

Why UX Design is Vital to User Satisfaction and Ongoing Job Security


One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs.

2020 70

Amazing Business Radio: Daniel Rodriguez


Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service.

2020 85

WATCH NOW: Is Voice of Customer (VoC) The Same As Market Research? | PeopleMetrics LIVE!


Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can you use them together? In this edition of PeopleMetrics LIVE! ,

Look Forward Not Back: 4 Ways to Future-Proof Your Contact Centre

CSM Magazine

Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. .

2020 52

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.

Top 5 Employee Surveys Every Organization Should Do Every Year


For a small organization, getting to know and care for your employees is not hard. That’s one of the benefits of a start-up environment. People know each other personally, and communication is relatively easy. As you grow, though, things start to get more challenging.

2020 56

5 Top Customer Service Articles For the Week of November 2, 2020


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. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg.

2020 59

Intentional Customer Experience as North Star for 2021


Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival.

2021 62

The Ultimate Dialer Guide for Your Outbound Call Center

NICE inContact

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Beyond the AI Customer Service Hype: Practical Applications for Real Results


AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people.

2020 79

5 TOP Resources for Your Customer Success Team


As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before.

2020 60

A Tale of Two B2B Customer Support Departments, Chapter 1

Team Support

“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other.

B2B 68

These 15 IVR System Design Tips Will Take Your Results from Customer Enragement to Customer Engagement

NICE inContact

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction.

2020 62

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.