Sat.Apr 11, 2020 - Fri.Apr 17, 2020

Skill Up for Success: How to Focus on CX in Volatile Times

The Call Center School

With the COVID-19 pandemic, contact centers are facing new challenges each day. Your customer volumes are fluctuating. Your agent availability may have decreased. If you’re new to at-home work, your team’s productivity may be waning.

The Assets of a Chatbot for your Customer Journey


Why transform your customer journey? The customer journey refers to the entire path a prospect follows when interacting with you. Another definition of the customer journey could be the succession of stages from the moment a prospect identifies a need, up to the moment he becomes a customer of yours.

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4 AI elements to flatten the contact center curve


Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place.

Put Some Fun Into Serious Business


The other day I was talking to my friend and fellow customer experience (CX) expert, Dan Gingiss. He shared how he’s seen businesses take something that is either really boring or very serious—or both—and make them entertaining. He gave a great example.

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!

7 LinkedIn Learning Classes That Will Inspire You

Myra Golden Media

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now! Customer Experience Design

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7 Mistakes Organizations Make When Trying To Gain Growth

Beyond Philosophy

I don’t know if it’s age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think.

Guest Post: Now is the Time to Implement Effective Ways to Gain and Retain Customer Loyalty


This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. COVID 19 is proving to be like an earthquake.

The pinnacle of CX summits coming to a screen near you


What a month! Or has it been two? While days have been blending together, the importance of providing a great customer experience has not diminished—in fact, it might be more important than ever. . The value of continuous learning in unprecedented times cannot be overstated.

AI and KM: From Knowledge Management to Knowledge Automation

Contact Center Pipeline

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent. Or they might get a specific answer the first time around from the agent or self-service system.

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.

According to Steve #2 – I Never Understood

Steve DiGioia

I never understood how some people keep a pot-bellied pig in their house as a pet. What’s wrong with a cat or dog? Or maybe some pretty fish, a hamster, or even a darn ferret. But a pig? Don’t get it.

Amazing Business Radio: Daniel Ramsey


Working Remotely in Times of Crisis. How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk.

Morale 243

What is voice feedback and how can you generate customer insights from it?


What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.

A Checklist for Migrating Your Contact Center to the Cloud

Contact Center Pipeline

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty.

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.

Stay Connected With Customers During Uncertain Times with Calabrio and Amazon


With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing.

6 Ways to Keep Your WFH Agents Productive


Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Motivating agents and helping them stay productive is possible—and critical—during this crisis and for long-term success once it’s behind us.

Contact Centers: Prepare for Post-Pandemic Shocks Now


At the moment, many call centers are faced with a torrent of unexpected demand. At Fonolo, we are watching our customers cope in real-time with this demand, with vary degrees of success. For our banking customers, demand is related to payment deferrals, emergency loans, etc.

#NuanceThanks: Embracing Gratitude


We were all stuck at home. We were helpless! We wanted to help. What could we do? The Employee Communications team wanted to provide Nuance employees with the chance to do something, to say something – that’s how #NuanceThanks came about.


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.

Security Checklist for Remote Customer Support Agents


With more and more support agents either currently working from home or transitioning into a remote environment, a customer support organization leveraging cloud contact center software can provide laptops to remote agents or have agents access the platform through an installed application or internet browser on their own computer.

Why you need to provide more proactive customer service

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to and affiliated sites. Your customers are facing unprecedented hardships.

From business continuity to the new normal


In addition to pressing public health implications, the coronavirus (COVID-19) pandemic has inflicted a great deal of uncertainty on the global economy for which no one was prepared.

Intelligence at Work: Riverain Technologies ClearRead suite of AI-powered tools aid early detection of lung disease in CT and X-ray images


To address the challenges of early detection of abnormalities within the lungs, Riverain Technologies has designed advanced AI imaging software that is now being used by leading healthcare organizations around the world.

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.

48 Event Survey Questions To Gain Mind-Blowing Insights

ProProfs Blog

Businesses big and small are leveraging the power of holding live events to maximize brand value, drive revenue, and improve customer experience.

CX Confessions: Candid Conversations With Customer Experience Leaders


SurveyMonkey's VP of CX Christine Rimer shares her thoughts on the evolving role of CX to kick off our monthly LinkedIn livestream series. Articles

Five Brilliant Ideas to Boost your Insight Development


Insights are the pot of gold that many businesses dream of but rarely find. Why is that? Are you one of them? If so then I have some practical ideas on how you can get much, much better at insight development. #1. Insights don’t come from a single market research study.

Practice customer-first marketing during a crisis


Most marketing teams are doing everything they can to keep their companies afloat during the COVID-19 pandemic. While outstanding marketing is just as important now as it was before this all came into play, it’s important to remember to be human when creating messaging, content and strategies.

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.