JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

JUST RELEASED! NEW! Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree. Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

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This guide is designed to help today’s B2B sales leaders ramp up their effectiveness in any economic environment.

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ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. In a recent survey with Demand Gen Report, we found 59% of experienced practitioners (those with ABM programs more than a year old) indicated their ABM programs are meeting or greatly exceeding their expectations, while only 45% of novices (those with ABM programs less than one year old) could say the same.

Trusted by over 750 customers in banking, healthcare, and commerce, the LinkLive Contact Center Platform empowers businesses to deliver trusted digital customer service experiences through a broad range of channels including voice, video, chat, secure email, and more. At LinkLive, we have a security-first mindset and a purpose-built approach to providing excellent CCaaS solutions.

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Learn how capturing buyers’ search behavior in real time can shorten your sales cycle.

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Entering a new demand gen position in a volatile market is nerve-wracking. All eyes are on you to make an impact — fast. That’s where your data comes in. In demand generation, data is essential for knowing who you should target and how. In this eBook, you’ll learn how to identify and target your ideal prospects — when they’re most receptive to hearing your message — using different types of data.

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More than two years into the pandemic, COVID-19 is far from over. Businesses are tasked with beating pre-pandemic numbers, making marketing more essential than ever before. This is your chance to create unprecedented brand awareness, bring in the best leads sales has ever seen, and play an instrumental role in generating new and existing business revenue.

JUST RELEASED! The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company.

NobelBiz Ebook: STIR/SHAKEN for Call centers: How STIR/SHAKEN came to be and the legislation mandating it How STIR/SHAKEN impacts the contact center industry What is STIR/SHAKEN and how attestation works

Nobelbiz Guide: Customer Service De-Escalation Techniques

Nobelbiz Guide: 7 KPIs For Excellent Customer Service

Nobelbiz Whitepaper: Why Outbound Calls Don’t Always Connect

The new hybrid model emerging creates the opportunity to maximize the positives while reducing some of the negative attributes of remote working. 43% of survey respondents were using homeworking, with 5% running a pilot scheme or about to set one up. In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively. In 2021, these figures increased further, with 79% of respondents using remote working (which includes hybrid home-office working), and 4% trialing it.

Co-branded Infographic with Nice: Your Guide to Next-Gen CX Connections. Download today to find stats on customers moving from first gen to next gen digital. See how to meet your customers where they're at with a digital-first strategy.

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Updating and upgrading how you meet customer expectations should be a top priority for any company, and though it might sound like a weighty task, there is an uncomplicated solution: Community. Though we see this as an obvious connector, we realize that not everyone will. So, we have researched what customers truly want in a customer experience, and how community can serve that.

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In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. But how do you encourage engagement? Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers. Our eBook explains how, with topics like: What is gamification?