Wed.Jan 26, 2022

The Pathway to Accelerating AI Adoption: Empowering the People


Last month, I wrote in The Pathway to Accelerating AI Adoption that the number of scarce resources necessary to apply AI to a single task was, in my humble opinion, the biggest inhibitor to AI becoming more ubiquitous.


Ensuring Agent Performance and Engagement

Contact Center Pipeline

“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a third pole. Suddenly, he raced back to the first pole, whose spinning plate had slowed down and begun to wobble. He […].


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Stop Sending Me Surveys Unless You Care What I Have to Say!

Shep Hyken

I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback.

Low Code, No Code: Unlocking Creative Potential


Last Updated on January 27, 2022 “Learn to code” is a mantra so frequently repeated in the tech community that it’s practically become an Internet meme. The implication is that every would-be tech entrepreneur needs to learn to code or they’ll never get off the ground.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Anatomy of a Customer Case Study


Current customers are some of the most prominent advocates and marketing opportunities available for SaaS organizations.

More Trending

Low Code, No Code: Unlocking Creative Potential


Last Updated on January 26, 2022 “Learn to code” is a mantra so frequently repeated in the tech community that it’s practically become an Internet meme. The implication is that every would-be tech entrepreneur needs to learn to code or they’ll never get off the ground.

Zapier Webinar First in New VirtualPBX Webinar Series


Getting Back to Basics. VirtualPBX is all about launches this month, and in keeping with that momentum, we are introducing our new webinar series, “VirtualPBX Feature Showcase!”

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Why Your Toll-Free Number Testing Needs an Upgrade


Cyara's Latest Testing Solution Ensures a Seamless CX Across All Your TFNs. Toll-free numbers are a critical component of many businesses’ customer service, sales and marketing efforts.

5 Steps to Effectively Streamline & Improve Your Customer Service Program

Advantage Communications

Today, having a great product or service is only half the battle when it comes to delighting customers. With more competition than ever before, the customer experience (CX) is the only true way to stand out, and that requires a world-class customer service program. Customer Service Trends

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Reducing Churn at Scale Using the ChurnZero Integration with HubSpot


Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Reducing churn is at the forefront of all marketers’ minds.

Breaking Down Real-Time Support: Its True Value and the Gist


The last thing you want is for a frustrated customer to leave your website and abandon their purchase because you couldn’t get to them in time. The adage used to be “time is money”, in [ … ].


The 6 Steps You Need To Improve Your Net Promoter Score


There’s an old saying: Weighing a pig doesn’t make it fatter. If you want to improve your Net Promoter Score you need more than a great NPS measurement process. You need to do something with the data.

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Digital First: The Future of Card Payments

CSM Magazine

Contact centres are complex places at the best of times with multiple systems and fluctuating customer demand. . Add remote and hybrid working into the mix and things have become even more uncertain when it comes to providing easy and secure payment methods.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Podcast: Driving value at scale with Digital Customer Success


In Episode 17 of The inSide Scoop on Customer Success, we tackle a very important topic: Driving value at scale with Digital Customer Success.


Considerations for Buying an HVAC Thermostat

CSM Magazine

Selecting a thermostat for your home can be more challenging than ever. With digital, manual, and intelligent options available, picking an HVAC thermostat suitable for your home can take more homework and planning than you can imagine.

What is a Private Branch Exchange? (PBX)


In this post: What is a private branch exchange? What does a PBX system do? What are the components of a private branch exchange? What are the different types of PBX? How do you use PBX? What is a private branch exchange?

15 Questions to Ask When Renting an Apartment

CSM Magazine

If you’ve been offered a new job or position that is a long way from home, relocating to an unknown area can be quite stressful. Here are some tips that can help. When it comes to long distance moving, a lot of preparations have to be made.

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.

Low Code, No Code: Unlocking Creative Potential


Last Updated on January 26, 2022 “Learn to code” is a mantra so frequently repeated in the tech community that it’s practically become an Internet meme. The implication is that every would-be tech entrepreneur needs to learn to code or they’ll never get off the ground.

Conversational AI in Banking – Practical Use-Cases for Achieving ROI


WEBINAR. Conversational AI in Banking – Practical Use-Cases for Achieving ROI. Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore.

PCI Pal Launches Payments 2022: The Future of Security & CX Annual Conference

CSM Magazine

Global industry leaders will come together to discuss evolving best practices and keeping CX at the forefront of payments on 3 March 2022.

Outsourcing Industry Leader Merlin Gackle Joins Outsource Consultants

Outsource Consultants

Saint Louis Park, MN, January 26, 2022 – Outsourcing industry veteran Merlin Gackle has joined the Outsource Consultants team as a Global BPO Matchmaker.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

6 Best Free Antivirus Software to Protect Your PC


Having an antivirus on your computer is essential to protect it and prevent you from having your data exposed or your device damaged because of malware or hacker attack.

Natural Language Understanding Benchmarking Report: Which conversational AI platforms are the best?


A performance report comparing Google Dialogflow, IBM Watson, Microsoft LUIS, Netomi and RASA. Business adoption of AI has accelerated tenfold as a result of the COVID-19 pandemic, and a handful of conversational AI platforms have emerged as the leaders in the space.

5 Types of Customer Service Software for E-Commerce Businesses


Share This Story Customer service takes more than a team of hardworking agents. It takes a solid technology strategy, too. E-commerce brands, in particular, face chaotic customer service challenges.

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Top Product-Led Growth Examples: 10 SaaS Companies That Got It Right


Product Led Growth, or PLG, is the latest buzzword in the SaaS industry, and rightly so – product-led growth examples are strewn around everywhere in the SaaS universe.

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The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.

What’s Top of Mind for Chief Marketing Officers in 2022?

Alorica Insights

Reposted from CMSWire. Authored by Dom Nicastro | Senior Reporter In research released Jan. 10, Kate Muhl, vice president analyst in the?Gartner Gartner Marketing?practice?cited practice?cited cited a U.S. Labor Department report that found a record 4.5 million workers, or 3% of the workforce, quit jobs in November 2021, matching the record set in September. “Marketers must recognize that consumers are in the midst of an. Source.

Prioritizing service improvements

Brad Cleveland

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first?