Wed.May 15, 2019

What Is Customer Churn Rate, and How Do You Avoid It?


Businesses are obsessed with numbers like customer churn rate. They have to be. Performance numbers directly reflect the state of any particular business. Important numbers about material costs, inventory, logistics and production rates are all used to measure current company conditions.

7 Benefits of Using an LMS in Your Call Center


Every successful call center relies on a good team. You can offer exceptional products or services at killer prices, but if you hire the wrong employees — or simply fail to manage the right ones properly — you’re very unlikely to see the results you hope for. HR Management for CX CX Culture

Creating an excellent live chat experience for your customers


Even though phone an email are still the most used communication channels across demographics; live chat continues to gain traction with 44% of millennials and 43% of Gen Z using it to get in touch with companies ( source ). For customers, it provides immediacy when they want to resolve an issue.

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Being the Bearer of Bad News


It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Contact Center Pipeline

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority.

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Removing unnecessary costs from your call center operations


Your contact center is one of your top customer resources. Your customers depend on it whenever they have a problem or need an answer to a question. With hundreds, or maybe thousands, of customers relying on your call center each day, how much are you paying for each call?

4 Tips for Effectively Communicating Your Survey Data

Satrix Solutions

My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain.

Forward a Call via Voice Proxy with PHP


Today’s post shows you how to proxy a voice call so that it appears to come from another number. This is not as dubious as it sounds: there are many compelling business reasons why you might want to hide a caller’s real number from other parties in the call.

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Collaboration Might Be Your Silver Bullet

Strategic Contact

When customers call, they inevitably want answers or resolution, and they want it quickly and easily; agents want to give it to them too!


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.

CSM from the Trenches: Mentors – Kristi Faltorusso, Vice President of Customer Success, BetterCloud


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Which sectors do consumers trust most for CX?


Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019.

Your Customer’s Priorities Drive the Customer Experience

Kristina Evey

Working with many business leaders over the years, I’ve seen many well-intended strategies, processes, and nuances built into the operations … Read More Your Customer’s Priorities Drive the Customer Experience. The post Your Customer’s Priorities Drive the Customer Experience appeared first on Kristina Evey. Customer Experience customer retention Perception

Is Your Chatbot Conversational? Here are 7 questions you need to ask


What does it mean to be conversational? We’ve seen a rise in conversational marketing over the past few years. Conversational marketing is exactly what is sounds like, a marketing style the companies use to engage and interact with their customers in a way that feels natural, casual, and informal.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Growth Hacking — What It Is, Why You Need It, and How to Do It

NICE Systems

If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging revenue goal only to start over the next quarter or year. But simply starting over would be easier if you also didn’t have to exceed the target you just bloodied yourself to achieve! That’s why smart leaders look for “growth hacks!” A growth hack is a tactic that allows you to work smarter so that your efforts deliver even greater results.

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Network Insights: Popularity (Part 2 of 3)

Whitepages Pro

In part two of this blog series ( did you miss part 1? Read it now! ) we’ll share more in-depth details about the merchant popularity attribute surfaced in network insights panel within Pro Insight.


Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople. But in 2014, I tried something new.

USAN Announces New Amazon Web Services Designation: Connect Service Delivery Partner


USAN announced today that it has achieved the Amazon Web Services (AWS) Service Delivery Partner designation for Amazon Connect, recognizing that USAN improves customer experience and outcomes by identifying customer pain-points and designing a solution based on Amazon Connect and other AWS services.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center


Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople. But in 2014, I tried something new.

Network Insights: Popularity (Part 2 of 3)

Whitepages Pro

In part two of this blog series ( did you miss part 1? Read it now! ) we’ll share more in-depth details about the merchant popularity attribute surfaced in network insights panel within Pro Insight.


Has Your Company Been Falsely Accused of Spam Robo-Dialing?


Few people enjoy picking up the phone to hear a recorded message. They don’t need a new home security system and don’t want to hear that call. Nor do they want to listen to requests for donations to some benevolent fund to save a rare bacterium from extinction.

The Best 8 Help Desk Softwares in 2019


If you really want to level up your business, remember that investing in your customer teams is coming with big returns accordingly. People love talking about their experience whether it’s positive or negative. If they love what you did for them, they will always come back for more. On the other hand, if their problem was not resolved, they may spend the majority of their time spreading negative words about service you provided.

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Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

And the BIG Excellence in Customer Service Awards Winners Are….

Bright Pattern

Last week, the Business Intelligence Group announced its list of 40 brands leading the way in customer experience.


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Ameyo at ETBFSI CXO Conclave, The Digital Future – 2019


AI in Customer Engagement, What’s the real value? – An Emerging Market Perspective AI has changed the definition of customer experience. With the increase in adoption of chatbot and conversational AI solutions for assisting customers and solving their problems, banks are reduced to digital apps.

Guest Post for Talkdesk - WFM: the Customer is Always Right

Jon Arnold

Those who follow my blog and/or newsletter will know that I get approached to write guest posts for vendor sites, When the stars line up, I’m happy to oblige, and Talkdesk is the latest example.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How Smith Thompson Handles Multiple Customers at a Time


In business since 1978, Smith Thompson provides home security, wireless monitoring, and pest control. The company is proud to say that it is entirely US-based, requires no contracts, and they do everything in-house.

Turning Chatbot Skeptics into Believers

bold360 Blog

As much as we love to talk about chatbots and the customer experience (and we do) – history has made many consumers (and companies) gun shy about using it. Early applications of the tech weren’t great. In fact, they were pretty terrible, resulting in a culture of chatbot disbelievers.

How Chatbots for Customer Experience Deliver Results


Chatbots deliver results across a variety of industries. From retail to travel, chatbots are there to help improve the customer experience, acting as the always-on, always-ready assistants your customers want.