Sat.Jan 08, 2022 - Fri.Jan 14, 2022

Top 3 Ways to Calm Angry Customers

Myra Golden Media

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer.

Customers Are Changing. Are You Ready with The Next Best Thing is Customer Strategy?

Beyond Philosophy

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago.

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Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience

Contact Center Pipeline

Earlier this year, Boston University published an essay collection entitled, “What if Real Change—for a Better World—Came from the Pandemic?” It’s a bold question and one that, if we’re honest, should feel uncomfortable.

When It All Comes Down to Business, It’s “People First”

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Property Management Solutions: Visual Assistance Helps Homeowners And Tenants


Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3%

More Trending

Contact Center Absenteeism: More Flexibility Is the Cure

Contact Center Pipeline

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to the pursuit of a solution.

How digital transformation is driving customer experience in 2022


It’s just a fact of the last few years: Everyone and their dog is doing a little something called digital transformation.

Designing Your Customer Success Executive Sponsor Program


Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions.

My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

Beyond Philosophy

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. .

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Why Customer Experience Matters

Contact Center Pipeline

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know why customer experience (CX) matters and what a pivotal role they play in the success of the business?

5 Customer Success Manager Interview Questions & How to Answer Them


Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection.

Life at Uniphore: Meet Andrew Dahlkemper, Chief People Officer


As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

The Big Fail: Why Are You Not Listening to the ‘Voice of Your Product’?

Beyond Philosophy

Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).”

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

2022 CX Trends

Working Solutions

Customer experience (CX) has changed the game in marketing, as it encompasses the entire journey a customer receives from your brand. CX is the key differentiator, as customers now base their loyalty on the experience they receive, not the price or product.

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?


The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line.

10 Things You Should Know About Providing Excellent Customer Assistance

CSM Magazine

Human interaction matters now more than ever, and according to pwc 82% of U.S. and 74% of non-U.S. customers want more of it in the future.

The Big Fail: Why Are You Not Listening to the Voice of Your Product?

Beyond Philosophy

What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word?

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.

ChurnZero’s 10 Customer Success Leaders to Watch in 2022


As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

4 Signs Your Contact Center is Ready for Digital Transformation

Upstream Works

The demands facing contact center systems are getting more complex and more varied than ever before.

Guru + Slack + Salesforce: Supercharge Your Digital HQ


What comes to mind when you think about a company’s headquarters? You may think about a glass-and-concrete tower, or an office complex in the suburbs. Chances are you’re not doing most of your work in these environments, if you’ve even been in an office at all in the past two years.


How to Make 2022 The Year of the CX

DMG Consulting

How to Make 2022 The Year of the CX. It’s been an extremely challenging two years, a period of time filled with ups and downs, hopes and fears, conflicting information, disruption of everything, massive innovation, and more.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

3 Performance Goals Every Call Center Manager Should Strive For


Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center.

Scan 10 FAQ Page Design Ideas and Awake Your Inner Artist


How do you usually imagine an ordinary FAQ page? Well, it has some questions followed by answers. There’s no catch at all. But your website visitors would always want something more. It goes for everything [ … ].


How the Key Account Management Process Feeds into KAM Software


Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. However, it can be extremely overwhelming to establish a process, but without one, you have no real way to track results and fix what isn’t working.

Contact Center Workplaces Are in the Midst of a Renaissance

DMG Consulting

Contact Center Workplaces Are in the Midst of a Renaissance.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

Top 7 Call Center Management Books on the Market


What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role.

Why Your Customers Want an Omnichannel Experience

Quality Contact Solutions

We all know that providing an excellent customer experience is vital for business success.

10 Best Practices for Outsourcing Your eCommerce Business


Do you have an eCommerce business? Do you want to get started outsourcing but don't know where to begin? Are you curious about the best practices for outsourcing? Outsourcing eCommerce