Tue.Feb 11, 2020

Decode the customer experience with a CX map


Creating a customer experience (CX) map for your brand helps businesses zoom in on key insights that can focus and refine the customer experience. For those wanting solid business results, a CX map can be a valuable tool for identifying limitations, strengths and opportunities for real impact. .

Is Your Front Line Customer Service Team Likeable?

Teresa Allen

What are the factors that make a front-line employee as likeable and does this impact your business success?

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Should We Relegate Customer Service to Bots?

CSM Magazine

AI is a huge trend today – and everyone wants a piece of this pie. It is used in digital marketing, data analysis, and of course customer service. One can hardly deny the extreme usefulness of this technology in answering customers’ queries because it allows a much faster response time.

Amazing Business Radio: Bernadette Smith


Unconscious Bias in Customer Service. Avoiding Assumptions So You Don’t Accidentally Offend Your Customers. Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Why Online Scripting Is So Important to Your Call Center Success

Contact Center Pipeline

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service agents. Here is why: You can prompt them to ask the right questions on every call.

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What Is Signal Stripping?

Customers That Stick

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels.

Why Brands Need to Pivot Towards Building an Identical Support Experience


Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on.

How to Improve New Hire Training

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. A customer service leader recently emailed me for some training advice.

Training Contact Center Agents to Multitask

NICE inContact

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Create a Customer Success Adoption Plan


Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption?

AI for contact centers: How Artificial Intelligence is transforming the contact center


Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually.

How to prepare customer service agents for threatening or emergency interactions

TELUS International

People and Culture

24x7 Customer Service Performance Optimization: Constantly Monitor, Measure, Recognize & Reward Quality


CX Culture

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Meeting the Demands on Enterprise Networks


The demands on enterprise networks have never been greater. More and more applications are moving to the cloud, connected endpoints are increasing exponentially, and distributed workforces are demanding secure access and optimal performance wherever they go. Enterprise Networking SD-WAN

UJET Releases Research with Insights on the New Tools Shaping Customer Support

CSM Magazine

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. UJET Inc. ,

VirtualPBX Proudly Meets Kari’s Law, E911 Standards


Today’s blog post was written by VirtualPBX COO Lon Baker, whose expertise with the VirtualPBX Phone System makes him an excellent pick for the discussion of Kari’s Law and its implementation. In 2013, a tragedy took the life of Kari Hunt Dunn.

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Winners of Customer Happiness Awards 2020 have been announced!


Recognizing the best Exceptional Accomplishments. Six years ago, the idea of appreciating our customers for their hard work and dedication to excellence, crossed our minds. Thanks to amazing support teams, we have the opportunity to continue rewarding the best among our customers.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

IVR to Voicebot: The Obvious Shift?


There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth.



As humans, we often overestimate our performance. This phenomena has been studied so often, it has a name: the Dunning-Kruger effect. The Dunning-Kruger effect states that we have a cognitive bias in believing we are smarter than we actually are. We naturally overestimate our own abilities.

Ameyo Announces the Launch of Channel Addition Framework (CAF) to Increase Visibility Across Channels


Messaging applications are leading the new age customers and millennials prefer to connect via multiple messaging apps. Social media is an ever-expanding landscape and the newer channels are emerging with their varied usage across the world.

Why Choose Conn3ct to Support Your Digital Transformation Journey?

Connect Managed

In July last year, we proudly announced that Connect Managed Services and G3 Comms were merging. From there, Conn3ct was born. But what prompted the merger and what makes Conn3ct different? Read on to find out about our unique approach. News Digital Transformation

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

IVR to Voicebot: The Obvious Shift?


There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth.

5 Steps to Train Your Employees in New CX Initiatives


With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives.

Dealing With Emotional Injuries Caused by Customer Anger

CSM Magazine

When you work in a customer facing job, dealing with irate customers is, unluckily, just part of the job. But what do you do when customers cross the line from standard grumpiness to downright bullying?

Top 5 Customer Success Takeaways from CCO USA


Top 5 Customer Success Takeaways from Chief Customer Officers USA. ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

How Geo-Routing Phone Calls Simplifies Your Business & Helps Your Brand

CallSource Insights

Geographical routing can help your business reach many customers with one phone number. Geographical call routing, usually called geo-routing, is a type of phone routing that allows consumers to dial one phone number to reach the closest local business for that brand.

Top 3 Reasons to Become a SaaS Developer at Calabrio


We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things.

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The Must-Haves When Choosing Your Next Forecasting Technology


Forecasting is hard. Without a workforce management (WFM) software doing the heavy lifting, it’s even harder. But how do you choose the right WFM tool when you need to significantly improve your forecasting accuracy?