Trending Articles

Top 5 Posts in June

Contact Center Pipeline

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and leaders.

5 Ways Visual Engagement Technology Counters the Rising of Cost of Fuel in Field Service


The rising cost of diesel and gas are hitting the balance sheets of contractors and corporations around the world. This pain is felt particularly acutely in the field service industry, where transportation costs are often considered unavoidable.


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How can artificial intelligence help shape the future of collections?


AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST

Who Desperately Needs De-escalation Training?

Myra Golden Media

Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? . Head over to De-escalation Academy to learn more! Customer Experience Design

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

The One Where There is No One Ideal Customer


On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.

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More Trending

Work from Home… Are You Sure of the Future?

Contact Center Pipeline

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH).

Breakthrough thinking: Why do we believe things that are not true?

Beyond Philosophy

Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called ŠKODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one.

The Difference Between Good and Great

Shep Hyken

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well.

3 Cisco Live 2022 Key Takeaways


Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

AI Reporting and its Impact on the Agent and Customer Experience

Upstream Works

The implications for artificial intelligence (AI) applications in the contact center are far-ranging, but so are the opportunities. Our recent blog posts have examined several facets here, along with how AI aligns with digital transformation.

Connecting the Machine and Human

Contact Center Pipeline

The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of data and which are now easily accessible through big data type technologies and the use of artificial intelligence (AI).

Customer Success in SaaS: A Complete Guide & Best Practices


Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.

Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

Education Services Group

The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

Training The Virtual Contact Center


Cisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric.

Q&A recap | 2022 SaaS retention benchmarks


2022 continues to be a grave reminder that change is constant. With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses?

The Critical Role of Incident Management in Contact Centers


Do You Have the Plan and Tools You Need? If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on? chatbots contact center incident management

How Customer Loyalty Can Drive B2B SaaS Business Growth


Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model.

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Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Guru Named a G2 Leader in Employee Communications and Knowledge Management


We’re thrilled to share the news that Guru has been named a Leader in five categories in G2’s Summer 2022 Grid Report, earning over 50 badges in total.

Imagining What Great Means for Your Employees + Customers


It all started a couple of years ago with the term “The Great Resignation.” So much has been written on this topic, and an entire cottage industry has been created around it.

We analyzed 4.1 million calls to customer contact centers – here’s what we learned


What call center stats really matter now – and how to interpret them. You can track all kinds of customer contact center statistics and metrics, but what do those numbers tell you? You need context.

4 DOs and 3 DON’Ts for Chatbot Testing Strategies


This article was originally published on Botium’s blog on February 9, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. A quick summary of 7 important DOs and DON’Ts when designing a chatbot testing strategy.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

3 Things CMOs Should Do During an Economic Downturn


The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide.

Improving the Mortgage Customer Experience: Digital Engagement


Learn how mortgage lenders can maintain digital engagement even when demand for loans is high. The post Improving the Mortgage Customer Experience: Digital Engagement appeared first on Livevox. Customer Experience

Navigating Airlines Travel Experience with the Metaverse

Shep Hyken

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments.

10 Best Shopify Stores to Inspire Your Online Store Design


Last Updated on July 1, 2022 Your online store’s design plays a crucial role in impressing visitors and turning them into paying customers. If done right, your store’s design could even become a key competitive strength that will help you maximize your market share.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

The Ultimate Guide to a Botium Proof of Concept (PoC)


This article was originally published on Botium’s blog on September 11, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Does Botium Box meet my requirements? Will it solve my biggest challenges and pain points? Is it worth upgrading my free Botium Box Mini ?

9 Customer Success operations questions answered by experts


What does CS operations do that a CS team doesn’t already? It’s a common question among leaders and executives, and even CS professionals. Like many specialized roles, the boundaries of CS ops aren’t always black and white.

Rants of a Customer Success Analyst: That’s a Wrap…. For Now

Education Services Group

Welcome to the end. The last three months have passed by so quickly and we’ve covered a lot in this series—.