Thu.Jun 06, 2019

Cautious Optimism… Taking Ownership of Communication

Contact Center Pipeline

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” ( I had an interesting experience when I called my insurer the other day.

Customer Satisfaction With Contact Centers Down, New Report Says

Transparent BPO

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years.

Making the Most of the Customer Renewal Process


Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like.

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment.

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.

Service NSW Tops My Worldwide XM Tour

Customer Experience Matters

I’m on my way back from Australia; the end to a very long, but wonderful road trip.

More Trending

Data breach can open door to fraud in the medical community


Quest Diagnostics’ recent announcement that the personal information of nearly 12 million customers has been compromised can be added to the long list of massive data breaches we’ve seen over the past few years.

Automate Hotel Telephony to Improve the Customer Experience

Noble Systems

With the resurgence of the American travel industry, the customer experience provided by travel agencies and hotels is just as important as it has ever been.

Why Complexity Is Killing Your Customer Experience


It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the vast majority of people agree with it.

Best 0800 Number Providers in Romania


Looking to expand your business in Romania, but you're not sure where to start? Getting an 0800 number in Romania can help you expand your global presence and greatly expand the reach of your business. In this post, we will review some of the best 0800 number providers in Romania.


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.

Customer Service Isn’t Dead: How to do it Right & Companies Already There


With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important in the digital age. The opposite couldn’t be more true. Deciding what business areas to devote your time and finances to is growing in difficulty as businesses become more complex. Customer service needs to remain near the top of your priority list because of the great amount of competition in the market and how fast news can spread on social media.

Analytics and Jeopardy: Changing the game


Although James Holzhauer fell short of dethroning Ken Jennings, who many consider the Jeopardy GOAT (greatest of all time), winning slightly over $2.5 million in a 74-episode span, he managed to turn the game on its heels winning just $60K shy of the all-time record in only 32 appearances.

Building your tech company's customer support toolset for scale

TELUS International

Next-Gen Technology

Customer success: listen and learn


For nearly 20 years, Net Promoter Score (NPS®) has been the hallmark of measuring the customer experience journey. Because cultivating a sustainable business means you must cultivate loyal customers.

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.

Why Customer Service is Always Running Late

Toister Performance Solutions

This wasn't a bucket list item, but it was close. My favorite winery in Napa was hosting an exclusive winemaker dinner, with another party the following day. My wife, Sally, and I love this winery and it sounded like an amazing weekend.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

How to Provide a Great Experience for Your Conference Guests

CSM Magazine

Paying conference guests often have high expectations and rightly so. When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience.

CustomerCount teams with Noble Systems


CustomerCount announces the integration of Noble Gamification solutions into the CustomerCount Feedback system. Continue reading → The post CustomerCount teams with Noble Systems appeared first on CustomerCount. Press Releases gamification Noble Systems

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.

On-Premise vs Cloud-Based Call Center Software


It seems that every business owner and information technology specialist has their head in the clouds these days, doesn’t it? Well, perhaps not. But if you listen to conversations about where they do most of their computing and file storage, it might sound that way.

Behind the Curtain: Demystifying AI and NLP [Live Discussion]


Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case?

Newsletter Time - June Issue and New Podcast

Jon Arnold

If you subscribe to my newsletter, you should have it by now, as distribution happened earlier today. Aside from my regular mix of updates and what I’m seeing in the market, we have a new podcast to share.

SmartBrief Article: Managing the Virtual Workforce

Working Solutions

After 23 year in contact center outsourcing, Kim Houlne, founder and chief executive of Working Solutions, knows the ins and outs of leading an on-demand, out-of-the-office workforce. Her advice is sound for businesses with work-from-home employees or for those using remote, independent contractors. The same, good-sense guidelines apply for getting the best out of workers […]. Call Center Outsourcing

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!

Credit, Debit, or Tap-to-Pay: The Digitalization of Currency and the Effect on CX


Estimated reading time: 5 minutes. Most young adults associate the first of the month with three things: Pay day, bills, and rent (as many of us can’t afford to buy a home ). I pay my bills through Venmo. I haven’t stepped foot in a physical bank in three years and I've never owned a checkbook. The moral of the story is: We've stumbled onto a new era of peer-to-peer payments, virtual credit cards, and branchless banks , with no signs of turning back.

What Leaders Need to Manage Modern, Mobile Workforces

Working Solutions

After 23 year in contact center outsourcing, Kim Houlne, founder and chief executive of Working Solutions, knows the ins and outs of leading an on-demand, out-of-the-office workforce. Her advice is sound for businesses with work-from-home employees or for those using remote, independent contractors. The same, good-sense guidelines apply for getting the best out of workers […]. Call Center Outsourcing

Aligning Service with Vision and Mission

Brad Cleveland

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our customers first, but keep the time you spend with them to three minutes.