Sat.Nov 13, 2021 - Fri.Nov 19, 2021

Guest Post: How to Level-Up Your Email & SMS CX This Holiday Season

Shep Hyken

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares his quick tips for keeping your customers informed through email and SMS to level up their buying experience. .

The Hybrid Contact Center

Contact Center Pipeline

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like.


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8 Customer Success Tools to Enhance Your CS Software


Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos.

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This is the Most Powerful Tool in Your Armory, But Do You Understand Why?

Beyond Philosophy

Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Great Service is Great Theater. An Encore.

Bill Quiseng

A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say.

More Trending

Introduction to Responsible AI: The CallMiner Research Lab Responsible AI Framework


The CallMiner Research Lab Responsible AI Framework outlines definitions and concerns, as well as some of the driving questions, leading to deeper considerations about our tools, models, and datasets


This is the Most Powerful Tool in Your Armory, But Do You Understand Why?

Beyond Philosophy

Scarcity is something are more used to these days, particularly in light of the supply chain problems we see. Scarcity is something we feel when we are doing thing we have enough of what we need.

The New Hybrid Field Service Model: Does Visual Assistance Have A Part To Play?


The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible.

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From WFO to WEM

Contact Center Pipeline

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater penchant for acronyms than the contact center space.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

How to Use a Customer Journey Map to Keep More Customers [+ Real Examples]


Of all the problems that plague growing businesses, the most frustrating is trying to understand user behavior. But then, when you think you've figured it all out, loyal customers begin to leave without warning. Or, new visitors spend hours on your pricing page only to leave without buying.

Wondering how to improve customer experience in your contact center? Try these 10 best practices

NICE inContact

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences. Contact Center Trends & Insights Contact Center Management CXone

19 Actionable Help Desk Metrics for Customer Support Teams

Help Scout

Help desk metrics allow you to make the most of your help desk and ensure your team is excelling. Here are 19 to start tracking today. Read the full article

Leading with Compassion

Contact Center Pipeline

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying. She tells me that her landlord is asking their family to vacate their apartment, and an eviction notice has been nailed to the door.


Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

“New-Style” Digital Versus “Old-Fashioned” Human Interactions

Shep Hyken

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t?

Destiny and the Revolution: How the future of Uniphore is the future of customer experience


By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized.

150+ Poll Questions to Engage Your Target Audience

ProProfs Chat

At some point in time, we all have answered a poll – Whether it was a question about our ideal election candidate or our favorite beverage brand. We love when somebody cares about our opinions. .

Beat Customers to the Customer Service Line with Artificial Intelligence

CSM Magazine

Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time. In the world today, time is everything. Everybody is looking to save time and use it productively.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

How Contact Center Technology will Change the Way You Do Business.

Call Experts

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department.

Build Chatbot using Twilio WhatsApp API


A Chatbot is an application that uses pre-written messages to communicate with users. This communication could take the form of text messages or even voice messages. There are various ways and technologies available for developing a chatbot.

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PPT Solutions Announces Jolynn Antonacci as Vice President of Marketing

ppt solutions

TULSA, OKLAHOMA, November 18, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Jolynn Antonacci as vice president of marketing.

Uniphore Named One of the Fastest-Growing Companies in North America on the 2021 Deloitte Technology Fast 500™


Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Who Are Security Policies For? (A Primer On Writing Policy For People)


As the Risk and Compliance Manager for Guru, I spend a good bit of my time using the Guru app to create and organize the policies that govern our company's security practices. You know.dotting I’s.crossing T’s.updating words and such. In the security world, it’s the thing to do, right?

7 Ways to Get Ahead of Holiday Customer Service Issues


Share This Story Do you hear that? The tingling of bells… The unpacking of thousands of twinkle lights… the entire retail industry taking a deep breath in anticipation of customer service issues…. While everyone is jumping for joy at the coming holiday season, you’re a little less enthused.

The Possibilities of Tree Pruning with Friends of Trees: AnswerConnect’s November Tree-Planting Partner


Tree pruning helps keep trees healthy. With Friends of Trees, AnswerConnect is planting and pruning trees across the U.S. and Canada. The post The Possibilities of Tree Pruning with Friends of Trees: AnswerConnect’s November Tree-Planting Partner appeared first on AnswerConnect Blog.


10 Best Typeform Alternatives And Competitors

ProProfs Chat

While searching for the best survey tools, you might have bumped into Typeform. It is one of the leading survey software used across marketing, HR, customer success, education, and various other industries. .

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.

Shared Email Account: Types, Tips, and the 9 Best Tools

Help Scout

Learn about the various types of shared email accounts, and discover nine tools to consider to improve your team's ability to collaborate. Read the full article

5 Reasons Why Colleges & Universities Need Live Chat & Chatbots


Unless you’re living under a rock, you’ll have heard of, and likely used live chat. You have probably interacted with chatbots too, knowingly or unknowingly. In both cases, students definitely have. Today’s students are digital nomads.

The Dos and Don’ts of Working with Net Promoter Score


Think about a time you had a bad customer experience. Maybe it was an hour-long wait on hold with your cell service provider. Or maybe you ordered a defective product and didn’t get proper customer support. Chances are, if you’re unhappy — you’ll vent about it! “I