Fri.Jun 17, 2022

How an Evolving Contact Center Has Transformed the Agent Experience


Sheri Greenhaus Managing Partner, CrmXchange. Between self-service libraries and autonomous chatbots, nearly 70% of consumers attempt to resolve their issues independently before reaching out to a contact center.

Outbound Contact Center: What Do Agents Need?


In order for outbound contact centers to run smoothly, it's important that agents have everything they need to be successful. Here's what you need to know. The post Outbound Contact Center: What Do Agents Need? appeared first on Livevox. New Release


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How to set baseline SaaS onboarding metrics


Onboarding sets the tone for a customer’s entire lifecycle. It is here, that the seeds of renewal are sown. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value.

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Customer Feedback Strategy: A Result-Oriented Approach


When you think about working on a customer feedback strategy, there are tons of possibilities by which you can easily get overwhelmed. With a large number of customers and different methods to connect with their feedback, it’s hard to find where to start with.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

How Guru’s Engineers Use Cypress for Better Burn Testing


We’re all about knowledge sharing at Guru, and when we discover something new and helpful, we want the world to know! Our engineering team uses Cypress in their testing and QA process.

More Trending

Guest Post: 5 Consumer Trends Small Business Owners Should Be Aware Of

Shep Hyken

This week we feature an article by Devin Pickell, Growth Marketing Manager at Privy. He shares the five consumer trends organizations can use in their next campaigns and strategy. It’s difficult to stay on top of everything as a small business owner, especially in today’s fast-paced environment.

Jun 17 – Customer Success Jobs


Role: Director, Customer Success Location: Remote, United States Organization: Castlight Health As a Director of Customer Success, you will support the professional development of a team of Customer Success Managers. Leverage Gainsight to drive account management.

Customer Experience Management Software: How to choose the right CXM Solution for your Company in 2022


Customer Experience Management Software: How to choose the right CXM Solution for your Company in 2022. Sara Kassim-Lakha. Fri, 06/17/2022 - 20:04. Introduction. Every enterprise in the world is—or should be— amidst transformation.

Freshworks and PCI Pal Partner to Futureproof Omnichannel Payment Security for Bensons for Beds

CSM Magazine

Following a review and upgrade of its UK contact centre infrastructure, British bed manufacturer and retailer Bensons For Beds has moved to Freshdesk from Freshworks , and added to its existing PCI Pal® deployment by integrating PCI Pal Digital to enable a true omnichannel secure payment solution.

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.

Customer Experience Management Maturity Model: Assess Where you Fit!


Customer Experience Management Maturity Model: Assess Where you Fit! Sara Kassim-Lakha. Fri, 06/17/2022 - 20:12. Introduction.

The Contact Centre (CX) Workforce Wants to Stay Home

CSM Magazine

Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity. A new report out from artificial intelligence cloud provider ASAPP reveals that 85% of customer service agents don’t want to return to the office.

What is Omnichannel Customer Experience? Our Full Guide for 2022


What is Omnichannel Customer Experience? Our Full Guide for 2022. Haymans Tsang. Fri, 06/17/2022 - 20:26. Introduction. The days when customer interactions were conducted through a single channel are long gone. Yet, many companies struggle to find the right customer communications strategy.

How Outsourced Reception Gives Your IT Company the Edge

Abby Connect

Technology is at the forefront of our day-to-day lives. From the “simplicity” browsing the web on smartphones, to increasingly complex software services which manage billions of dollars, our lives center around technology. But what happens when the tech falters?

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

What is Customer Experience Management (CXM)?


What is Customer Experience Management (CXM)? Haymans Tsang. Fri, 06/17/2022 - 20:02. Introduction. In recent years, you’ve likely heard a lot about customer experience management (CXM). But what exactly is CX management, and why is it important for your business?

Voice of the Customer vs market research: the same, but different

Hello Customer

Voice of the Customer and market research are two ways to collect input from your customers about your business, products, services and processes. Both methods can give you useful insights, but the purpose, design, analysis and results for both disciplines are not the same.

Put customers in control. It’s what they want.


For years, the customer experience industry has strived toward fast, easy, painless experiences for customers. However, time and time again, we feel failed by brands for bad customer service and wasted time. .

Breath Taking Guide On A Fuller Call Center Monitoring Strategy


Why is this guide breath-taking for every contact center manager willing to spend at least 5 minutes to read and consequently enormously profit? Because it contains up-to-date info about the call center quality monitoring software. And practices to deliver the 5-star customer experience. By the way, nearly 20% of the successful call center managers are constantly using these methods and are inclined to keep this information out of the competitor’s sight. What exactly do they want to hide?

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

What’s Happening With Voice Technology: Predictions for 2022 and Beyond

Momentum Telecom

In the coming year, voice technology is going to take its place with team collaboration tools as it supports increasingly important areas of business management and communications.

Self-Serve Customer Onboarding: A Step-by-Step Guide for SaaS Companies


You have landed a customer; this means that the customer has selected you over the rest of the options available! It indicates one thing – they believe that they see your value and consider you the best of the rest. This is the very reason you must give them the value ASAP. But how do you do that?

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How does Product Analytics help in Reducing Churn?


How unfortunate is it to see a subscriber canceling their recurring payment! That’s pretty much a reaction to what slipped through your hands. You could have easily avoided such a situation if you knew that was the subscriber’s next move in the gameplay. And you’d do some quick play to stop it!