Tue.Mar 31, 2020

4 Traits of Customer Success Leaders


Cairo Amani talks about some essential traits that all Customer Success Leaders should adopt. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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How To Create a Better CX With Agent Scripting Software


Imagine you’re calling your telecom to get help with a broadband router problem. At the start of your call, you say, “I’m having trouble connecting to the Internet. I have two computers connected through a wireless router and neither can connect.

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Why a Chatbot Alone Isn’t the Answer

CSM Magazine

Sarah Al-Hussaini, Co-Founder and COO of Ultimate.ai, explains why chatbots must be part of the customer journey if their full potential is to be realized. When it comes to chatbots, there are generally two types of sentiment in the market amongst customer service leaders.

How will COVID-19 change customer behavior and habits?

Beyond Philosophy

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Top 5 Posts in March

Contact Center Pipeline

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era.

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The COVID-19 field service challenge: ensuring business continuity with remote support


Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications.

How to create a customer insight strategy


A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS


10 leadership ideas to implement this week for your business (Video)


COVID 19 has forced businesses to quickly adapt and explore new ways of working. Leaders need to act fast and act now to ensure your team and business can navigate through the change.

7 Ways to Deliver Awesome Customer Service


How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Economic Injury Loans & Grants within the CARES Act: What Businesses Qualify and How to Apply


With the passing of the Coronavirus Aid, Relief, and Economic Security (CARES) Act on Friday, $360 billion in funds have been allocated to various federally funded loan/grant programs.


The Right Way to Use Artificial Intelligence (AI) in Your CX Program


How to properly use artificial intelligence (AI) to personalize the customer experience. Articles

Announcing Talkdesk Guardian


How does an organization ensure its contact center addresses a growing number of security threats, both internal and external, in addition to meeting a series of data regulations that are growing just as quickly?

Maintaining culture in a temporary WFH environment


For a lot of us, the new reality is an indefinite work from home situation. While physical distancing is more of a necessity now than a choice, social distancing doesn’t need to be. Company leaders must strive to maintain culture in this sudden remote work era.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

How to Use a VoIP Softphone for Remote Work


VoIP softphones have helped bring Business Phone Plans out of the office an into the modern working world. They allow you to bring your business phone service anywhere, and in times when remote work is necessary, they can act as a lifeline to your coworkers and customers.

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Announcing Talkdesk Flexible Deployment


Different businesses have different needs. Some contact centers struggle with choosing the geographic location to store platform-generated data, in order to meet regional compliance constraints. Others worry about selecting the cloud model that best enables flexibility, scalability and security.

Staying Close to the Voice of the Customer


Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online.

CxEngage Scoreboard: Keep Your WFH Contact Center Agents Happy and Healthy during This Global Pandemic


Contact centers are still scrambling to find ways to support work-from-home (WFH) agents in the face of the coronavirus and rapidly spreading COVID-19 outbreak.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

New Podcast - Remote Working with Monday.com

Jon Arnold

Regular followers will know I’ve been doing a lot of podcasts lately, and it ‘s just one channel I’ve been busy with sharing my thoughts on the trend of the moment - remote working, aka WFH - work from home.


You’re Not Alone: How Other Customer Support Teams are Handling the Pandemic


By cutting each other a little bit of slack and having empathy for those in new and uncomfortable situations, we can all survive this. Most countries are at least a week into their Covid-19 preparations, and customer support teams are settling in to their new normal.

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar


7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers.

5 Pillars of Success for the Modern Contact Center

Aria Solutions

As we’ve come to know that understanding our customers and meeting their needs is one of the key building blocks for this new decade, it has also become one of the most competitive areas in business. Two-thirds of businesses surveyed report that they compete mainly on customer experience.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

4 Tips to Provide Great Customer Support Using The Power of Technology

Wowdesk Blog

Customer satisfaction is the prime concern of any business or organization. You need a loyal league of customers to ensure the smooth running of your business. Customer support service thus becomes an integral part of your overall development. .

Nathan Kryn’s playbook for early-stage CS-teams


With Customer Success still in its infancy (or early-adulthood), founders and early-stage Customer Success leads are constantly iterating on best practice for building a world-class organization.

Caring for a Call Center Team while Working from Home: Tips to Share with your Agents to Maintain a Mentally Healthy and Productive Staff


I’m a creature of routine. Most typical weekdays look pretty much the same — get up at 6:20 a.m., brush my teeth, start the coffee maker, feed the dog and take him for a short walk. I’m out the door by 8:15 a.m., take my lunch at noon, home by 5:30 p.m., and I go for a run before dinner at 7 p.m.

#PlayApartTogether: gaming is helping to maintain good health during self-isolation


The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation, there is a real need to ensure these people have something to do

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.