Fri.Oct 18, 2019

Does a Start-Up Need a Call Center Solution?


These days, it seems like every company has a customer service hotline.

Which customer satisfaction metric is best? CSAT, NPS, or CES?


When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). So, which is best for you? While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals.

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A 5-point plan for the new era of Customer Experience Intelligence


Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

What is IVR, and how much does it cost?

Call Experts

Before we explain the cost of IVR systems, we first have to answer “what is IVR?”. . An AI-powered system that interacts with callers can gather information, and report the information to designated locations via email, SMS, or secure portal login.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Guest Blog: How to Turn Customer Service Mistakes Into Happiness


This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.

More Trending

How to Add ProProfs Live Chat to Wix Website

ProProfs Blog

“I want to add live chat to Wix website.” ” It’s becoming a common statement for business owners today. That’s because they wish to have the best support process on their website.

2 Systems That Are Essential For Successful CX

Beyond Philosophy

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them.

The 12 Best Customer Service Tools [2020 Ready]


Good customer service costs less than bad customer service. Businesses lose $2378 each second due to poor customer service. Be smarter! Invest in good customer service tools and save on the loss of customers. The problem is, that nowadays, customers are demanding like never before.

Checking In: How Well-Aligned Is Your Sales Enablement Strategy?


Perceptions of Sales Enablement can be ambiguous, but the bottom line is simple; sales enablement empowers your salespeople to be the best they can be. Simply managing your sales assets as an enablement strategy doesn’t cut it anymore.

Sales 68

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!

17 Real Estate Lead Generation Ideas: New & Super-Effective [2019]


We don’t need to tell you the result good lead generation ideas can bring to your business. But if we ask an average realtor their best real estate lead generation strategy, we mostly get 2 answers: Cold Calling. Door Knocking.

The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?

The Inbenta Dictionary Builder


Inbenta comes equipped with a large and comprehensive Lexicon Dictionary with hundreds of thousands of semantic relationships that model every component of a language and the world that it describes.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.

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.

The Inbenta Dictionary Builder


The Inbenta Dictionary Builder. We’re pleased to announce we’ve launched a new application called the Inbenta Dictionary Builder. This new application will allow you to manage, optimize and customize the Dictionary used by the linguistic engine (NLP) in your Inbenta instances.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released.

Should I Use Chat, Email, Social Media or Phone to Respond to My Clients?


There is no straight answer to this question. The best method(s) will be determined by the needs of your specific business. Let’s take a look at each method and what it has to offer. Email Email is an internet-based mode of business communication that is easily replicated, accessible, cheap and fast.

The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

5 Ways Intelligent Automation optimizes customer AND agent experience


You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary.

Churn Monster: Know-It-All Customer


Churn Monster #14: Know-It-All Customer. . Hi churn fighters! We have a new churn monster to introduce to you today – a Know-It-All customer.

AI Tips From BT, HSBC, Google, Deutsche Telecom and More

CSM Magazine

Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior?

5 Tips on How to Improve Customer Experience

bold360 Blog

The interest in Customer Experience (CX) is only growing day by day, with many companies seeing the opportunity to delight their customers and drive their business forward. However, almost every part of a business impacts the customer experience – from product to marketing to sales to service – which makes it a complicated area to plan for and see improvements.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

How Quality Assurance Boosts the Contact Center Level of Performance?

Dialer 360

When making a call to help center, have you ever listened: “This call would be recorded for the sake of quality betterment and training?” Well, we do, yet ignore it and continue calling the agent.

Untold Secrets to Improve Call Center Agent Retention: Some Best Practices

Dialer 360

Call center agent retention has become a perpetual struggle. As soon as you stop feeding in, you would witness a drastic upheaval. Maybe, you have made a mind that this is the nature of the call center.