Tue.Nov 05, 2019

Why Omnichannel is Key to Great Customer Journeys


What are the Components of an Omnichannel Customer Journey? A true omnichannel customer journey closes the gaps between channels by providing customers with a unified experience across all touchpoints.

Actually, Customer Service IS a Cost-Center… Here’s Why


Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. But I’m here to burst the bubble.

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The risks of complacency in an outsourcing partnership

TELUS International


How To Analyze Outsourcing Costs


As a business owner, looking for ways to keep overhead costs low while still growing your business is a main priority. One way companies can save money while increasing efficiency and productivity is by exploring call center outsourcing and costs.

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!

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

Contact Center Pipeline

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights.

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#CS Lessons: Samsung Sinks, then Swims, with its Customer Service Strategy


What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold.

The Top 5 Product Usage Metrics for Customer Success Teams


Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer.

Small Business Saturday 2019: Ready Your Phone System


The changing of leaves has signaled the countdown to Small Business Saturday 2019 for many local retailers. The Nov. 30 demarcation of the holiday shopping season this year may be hectic, but it doesn’t have to be unmanageable.

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How CIOs Can Evolve IT for the Digital World


Digital transformation is a requirement for businesses that wish to remain competitive, and the constant state of innovation is fundamentally transforming today’s enterprise network and data center infrastructures at a rapid pace.

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.

How the Best Retailers Rely on Smart Employees

Toister Performance Solutions

"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon experience. The idea of being in a physical bookstore owned by Amazon was a bit strange. Interacting with a real Amazon employee was even more unusual.

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TruGreen and CXone: Service Satisfaction and Revenue

NICE inContact

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience.

Launching Your Sales Enablement Career


Sales enablement is a rapidly growing discipline. As of 2018, 61% of organizations have a dedicated sales enablement person, program, or function

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Driving Sustainable Growth and Diversifying Success


Vincent Manlapaz, in an interview with Matt Myszkowski, VP of Customer Success at SAP, shares a strategic approach in creating a "growth mindset" in the organization and modernizing the CS program. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Characteristics of a Good Project Manager That Translate Into a Great Customer Experience

Etech GS

One of the goals of project management is to create a positive experience for your customers.

Press Release: Inbound Phone Score Study Provides OEMs and Dealers Insight in Customer Experience

CallSource Insights

Toyota & Acura Rank Highest Across Luxury and Mass Market Brands for Inbound Phone Experience Released by CallSource.

Uberizing the Utilities Sector in the Fourth Industrial Revolution

CSM Magazine

Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience. We are in the fourth industrial revolution: the IConomy.

The Final Quarter: Ensuring Call Center Success in the Last Months of 2019


As the end of 2019 begins its approach, many contact center owners and managers may be wondering how to maintain their facility’s success through the fall and early winter.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

“Enlightening, Eye-opening, Inspiring” - Watch the Expert Talks of PlanCon UK 2019


"Thought provoking. Insightful. Invaluable… Informational. That’s how attendees rated this year’s PlanCon in Manchester UK and we’re both happy and grateful for the overwhelmingly enthusiastic feedback we got. WFM Strategy

How to Use the Data You Have On-Hand to Build Call Center Improvement Strategies for a Customer Experience that Consistently Stands Out


With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. And, you learn what doesn’t. But if you don’t build call center improvement strategies that put what you find into action, your data is useless.

Amazing Business Radio: Augie Ray


The Bottom Line of Customer Experience. Creating a Customer Experience that Results in Financial Gain. Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike.

Feasting on the Benefits of Digitally Transforming Industries

Revation Systems

As Thanksgiving rolls around, many reflect on the aspects of their lives that they are grateful for — whether it’s good health, overcoming a financial hardship, achieving a successful year in business or just an occasion to feast on pumpkin pie.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Dreamforce 2019


Dreamforce 2019 , the annual Salesforce conference, is almost upon us! Always held in San Francisco, this year the conference will be from November 19-22. Our Upland InGenius team is hard at work to make this year's show our best one yet. Here's what we'll be up to: The booth.

My Next Webinar - with Nextiva - Selling On-Prem SMBs to Cloud

Jon Arnold

This is the second webinar on my November calendar at the moment, and this one is in partnership with Channel Partners , sponsored by Nextiva. I’ve followed Nextiva for a few years, and they’re one of the leading cloud providers, especially in the SMB space.


Why Your Business Needs an Omnichannel, Customer-service Strategy

Working Solutions

In today’s tech-focused world, great customer care requires interacting with people on a wide variety of communications channels. And that’s just the beginning: According to research from Salesforce, today’s consumers also expect a seamless, integrated experience across all of those channels—and more than half of them (55%) feel that businesses are failing to offer it. […]. Operations omnichannel customer service

October Telecom Conference Coverage 2019


It’s been a busy, insightful and exciting month for the world of Telecoms as multiple events took place across the globe, bringing together some of the brightest minds not only in the Telecoms industry but in the wider Information Technology arena.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.