Fri.Jul 12, 2019

Your Guide to Writing Perfect (Almost) Chatbot Scripts


Traditional marketing strategies consist of content on websites, blogs, social media, and email.

Dog Days of the Contact Center: Work/Life Balance


Woof! . This is Caramel, and I am here to end your contact center dog days. I have been at Talkdesk for a year now, where I observed and learned (and took the occasional nap). I now feel ready to share some tips with you humans.

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How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success


This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind?

Guest Blog: How to Use FM Machine Learning and AI to Improve the Customer Experience


This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience.

Your Complete Customer Engagement Handbook

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

How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden Media

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room.

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Quality Form Development Webinar!

Myra Golden Media

Read the webinar outline and signup! Customer Experience Design

How Choice Architecture Can Revolutionize Your Experience

Beyond Philosophy

Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden Media

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy.

Active Listening and A Questioning Mindset: A Powerful Combination

Integrity Solutions

You won’t find out what customers value if you’re not listening and developing a questioning mindset that develops two-way conversations.

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How to Create an Exceptional Customer Experience

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

Talking Employee Experience and XM With Ben Granger

Customer Experience Matters

Our team joined Qualtrics last October to create the XM Institute, and one of the great things that we’ve found is that there are many people across Qualtrics who are experts in different aspects of Experience Management (XM). So I decided to interview one of them, Ben Granger. Ben is a Sr.

CustomerCount and Noble Systems Gamification


CustomerCount has partnered with Noble Systems to integrate our first-class enterprise feedback management system with their industry-leading gamification platform to create powerful new levels of value for the processes of motivating employees and gathering customer feedback.

3 Ways Knowledge Management Solutions Create Happy Employees and Customers


In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time. In many companies, knowledge is acquired through direct experience.

Why You Can’t Miss Customer Success Summit – Team Edition


In the past six years, we’ve experienced tremendous success with our annual Customer Success Summit. Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. This premier event will take place September 11-13 in the bright lights of New York City. So why should you register today? Benefits for Your Customer Success Team To Attend.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How to Avoid the Headaches of Digital Customer Service Integration

NICE inContact

We’ve come a long way since the invention of social media, and today the advantages of digital customer service integration are crystal clear. What was once a trend among tech-savvy brands is now a necessity for everyone who wants to grow their business. Even when you’re already convinced of the advantages of digital customer service, there’s a series of steps to take before actually integrating a new system into your call center software.

The Squelch Team Heads to the Windy City for Zendesk Chicago


Throughout 2019, Zendesk is traveling around the globe to present a series of one-day events collectively called Zendesk Showcase.

ForeSee Benchmarks: Don’t Leave CX Insight and ROI on the Table


Customers don’t only judge you against your competitors. They compare experiences with your brand against the best experiences they have, everywhere. That means you’re being judged against leaders in every. CX Strategy ForeSee Products Research & CX Data ROI of CX

Transforming the Contact Center Experience With AI

Waterfield Technologies

Contact centers of all sizes are challenged from many different angles today. Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups […].

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Language I/O Expands East Coast Headquarters

Language I/O


Customization of B2B SaaS products: 4 pros and cons


The ability to customize a product is an important and sought-after request, especially in B2B software companies.

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PCI Compliance in the Contact Center


Administrators of Contact Centers have 2 major bosses when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are nervous about […]. The post PCI Compliance in the Contact Center appeared first on Blueworx. Blog Contact Center IVR PCI compliance

KPI 101: Metrics every call center should know

Global Response

Get started to measure performance and create a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs) more. The post KPI 101: Metrics every call center should know appeared first on Global Response. Global Response Blog Reporting and Analytics

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Visual Email Marketing Best Practices


Human brains are programmed in such a way that they process visuals 60,000 faster than words. If you have ever visited a primitive cave, the paintings on the wall would have fascinated you more rather than the description. That’s the magic of visuals.

Cutting Costs with Minimum Impact on Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Videos