Sat.Aug 22, 2020 - Fri.Aug 28, 2020

Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver


By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.

Why is Customer Service Important: 7 Clear-Cut Reasons


What is the driving force of any business? You guessed it right: it’s customer service. Sure, it’s not just about being courteous in every interaction with a client. This element is integral and can have [ … ].

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How Do You Upsell an Existing Customer?

Satrix Solutions

Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits.

What Are You Grateful For?


I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Calculate Your Net Promoter Score (NPS)


NPS calculation formula and interpretation of data. Articles


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Outbound Call Centers: Finding the Right Mix of Tools, Processes and People

Contact Center Pipeline

Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living. But businesses of all types and sizes rely on outbound calling to generate sales and drive revenue.

Amazing Business Radio: Simon Glass


The Voice of the Customer. How to Collect Customer Insights to Drive Your Customer Experience. Shep Hyken interviews Simon Glass , CEO of They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed.

Multiexperience: Where the customer journey and employee journey converge


We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note.

This is the BIG Reason You Make Mistakes

Beyond Philosophy

THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Working From Home—A Growing Necessity

Contact Center Pipeline

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth to work. And, if you usually eat out for lunch, you can save money by eating home-cooked meals.

Guest Post: Post COVID-19 Retail–How Contactless Payments Will Impact Customer Experience in the Future


This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He writes about the advantages of contactless transactions for both employees and retailers during the pandemic and beyond.

You NEED To – Tip #13

Steve DiGioia

Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer.

Women in Leadership: My journey in Customer Experience


The beginning of my story is no different than so many others. Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Improve Customer Engagement


What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS


5 Top Customer Service Articles For the Week of August 24, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Can Artificial Intelligence Improve Your Customer Service? by Mitul Makadia.

Back to School Resources for Working Parents in 2020


Whatever this back to school season looks like for your family, it’s bound to be unconventional.

The 9 Worst Phrases Contact Center Agents Say to Customers — and What to Say Instead


What is the primary purpose of a contact center agent? You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How to Meet the Demands of the Remote Workplace


It’s an irrefutable truth: COVID-19 has quickly changed the modern workplace. At the onset of the pandemic, many businesses rushed to put temporary solutions in place to protect their employees and keep up their operations.


Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact

NICE inContact has been recognized as a leader in a new report from Forrester Research.

How healthcare contact centers can reframe the patient experience in the era of COVID-19


The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. In the early days of the pandemic, organizations were caught in a difficult balancing act.

How to Create a Great Customer Perception Survey


Understanding and managing customer perception should be a priority for businesses today. There are many ways you can listen and learn how customers perceive your brand, but the easiest way is to simply ask them!

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How omnichannel CX is critical to the future of e-commerce?

TELUS International

The pandemic has changed the way many consumers shop. Discover why omnichannel sales and CX is critical to the continued success of e-commerce in a post-pandemic world. Customer Service Channels

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Mentoring Matters: partnerships can make a real difference


John C. Crosby said, “Mentoring is a brain to pick, an ear to listen, and a push in the right direction.” Nuance employees know this firsthand – our global Mentoring Matters program gives them the opportunity to make a meaningful connection with a colleague so they can learn from each other.


Leadership through listening: Every conversation matters


One of things I value most about being a Talkdesk founder is mentoring other entrepreneurs in their start-up journeys. I love sharing how well the company is doing; I tell them how proud I am of the confidence our investors have in Talkdesk.

Maximizing the value of your data science investments


Data scientists are tired of being bogged down by your organization’s lower-value tasks. They didn’t know they signed up to be your go-to reporting person, your call center database expert and at everyone’s beck and call for even the simplest of questions about data.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

A Customer Onboarding Checklist for Successful CS Teams


A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals.

Hurricane Laura: Running Your Business Beyond Natural Disasters.


The Gulf coastline recently experienced the landfall of Hurricane Laura. Winds of up to 110 mph, combined with extensive rain. Continue Reading → The post Hurricane Laura: Running Your Business Beyond Natural Disasters. appeared first on AnswerConnect Blog. Answering Service News Disaster

Simplify Contact Center Management with Latest Ameyo Features


“A leader is one who knows the way, goes the way and shows the way.”-John John C. Maxwell Contact Center management is by no means an easy job. It requires strategic acumen, hard work, and the talent to motivate people to hit stringent targets and to get work done.