Fri.May 14, 2021

Guest Post: 5 Rules for a Great Customer Experience


This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience.

How It Feels to Have to Carry Out a Mask Policy

Myra Golden Media

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off and said something profane. Many customers don’t acknowledge me when I politely tell them to wear a mask.


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Customer Story:

Help Scout

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For, this means achieving as much visibility into and consistency of customer success as possible.

How IVR’s Have Changed the Contact Centre Industry – written by Brett Redman

Call Design

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Customer Success Operations: Top Takeaways from ChurnZero Virtual RYG


How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role?

More Trending

How to Search for Available Vanity Phone Numbers


Buy Online Get a Free Demo How to Find Available Vanity Phone Numbers Find & Buy Custom Phone Numbers We’ve all heard the jingles on our TV sets and sung the advertisements in our heads for days… vanity numbers- if done correctly - can do wonders for your business.

GOL Airlines Launches New Features for its Virtual Assistant with Inbenta


WhatsApp chatbot and check-in. GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp.

Let The Bots Do The Legwork – How To Use Natural Language Processing To Transform Your Voice Workflows


We’ve all been there. Something’s gone wrong, whether it be with your bank or a service provider, so you pick up your phone to call customer service. A voice recording welcomes you and asks you to explain why you’re calling.

5 Key Takeaways from the 2021 Forrester B2B Summit


Another year, another successful Forrester B2B Summit in the books! Influitive was proud to sponsor this live virtual experience and connect with marketers, customer experience experts, and analysts worldwide.

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Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

My Next Webinar with TelcoBridges - Contact Center as a Service: Challenges and Successes

Jon Arnold

Time for another webinar, covering the white-hot contact center as a service - CCaaS - space. This one is with TelcoBridges , a vendor I’ve known for ages, and it’s good to see them doing well.

How do you treat your VIPs (Very Important Players)?


It’s good business, in every sense, to look after your VIPs. Good for them, rewarding them for their customer loyalty and advocacy, and good for your repeat revenues and bottom line. But just how do you do it


5 Tools Small Law Firms Need to Improve Customer Experience

CSM Magazine

Customer experience might sound like marketing speak to a profession that has traditionally relied on in-person relationship management and word-of-mouth reputation for business development, but that attitude is out of date.

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Successfully embracing AI for customer service


Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Published on: May 14, 2021.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Spotlight on Alorica—Impact Sourcing Champion Making a Difference


A champion is a person who fights or argues for a cause or on behalf of someone else. It is also someone who is a superstar. The 64 companies on IAOP’s inaugural Impact Sourcing Champions Index are both.

The path to AI-enabling your contact centre

Enghouse Interactive

The overall potential of AI within customer service has now been a hot topic for several years – but where does it deliver real benefits and what is the state of AI deployment? To find out, the latest ContactBabel Inner Circle Guide to AI, Chatbots and Machine Learning report, sponsored by Enghouse Interactive, surveyed both contact centre leaders and a cross-section of consumers. The key finding is that AI is spreading, with a growing number of use cases identified by customer service teams.

Did the Review Economy Kill Surveys?

Ann Michaels and Associates

With the rise of reviews online and social media, many companies have opted out of sending their clients surveys altogether. The thinking is they don’t need them since they are hearing from their customers on a regular basis online. However, is this a good strategy? Do surveys still play an important role? Let’s start by taking a closer look at the Review Economy. Let’s face it, we have all relied on online reviews when it comes to making a purchase.

UCX: Now - May 19-20, Next Speaking Opp

Jon Arnold

Next week is the 2021 edition of UCX: Now , and am on the program again. This time, I’ll be speaking on a panel led by colleague Kevin Kieller, and we’ll be exploring how enterprises can manage all the data that’s now being captured in the workplace, thanks to AI and cloud.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

CEO Update: Global telecoms


Spearline continues to monitor the impact that natural disasters and other external factors have on the performance of the world’s global telecommunications infrastructure.

Benefits of Integrating Your CRM Platform with Your Call Center System

Noble Systems

Do you know what differentiates call center CRM Software from Contact Center Software? If you answered no, you’re not alone. A survey conducted by Harris Interactive found that 87% of adults do not know the difference. So, let’s take a look and see if we can clear up the confusion.

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How Data Entry Outsourcing Services Can Positively Impact Your Business?

Back Office Centers

Data entry is one of the most boring and voluminous tasks in today’s time. Due to a rise in regulatory compliances and data security laws, it has increased in scope and became more critical from a security point of view. The management of data entry can be a big problem to solve and may distract a company from achieving its fundamental goals.

How Data Entry Outsourcing Services Can Positively Impact Your Business?

Back Office Centers

Data entry is one of the most boring and voluminous tasks in today’s time. Due to a rise in regulatory compliances and data security laws, it has increased in scope and became more critical from a security point of view. The management of data entry can be a big problem to solve and may distract a company from achieving its fundamental goals.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!