The ER Strategy 2.0: Small Improvements Add Up


The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy. The last two letters of better are E and R, which is where the ER strategy comes from. My suggestion is to have a team meeting to brainstorm different ER strategies.

Guest Post: Reset Buyer Strategy to Drive Post-Pandemic Revival


He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. Navigating through such uncertain circumstances, companies must remember that they can only survive and thrive by realigning their sales and marketing strategies.


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5 strategies for managing customer expectations


Businesses can set themselves up for long-term success by relying on the best B2B support software and adhering to these five strategies: Five customer service strategies to follow. There are many ways businesses can optimize their customer experience strategies.

Tips & strategies for improving customer experience


Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Adjusting Strategies in the New Normal

Contact Center Pipeline

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt to the new normal.

Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy


Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. Customer acquisition, retention, reduced churn rate, improved strategies or more.

New Customer Acquisition Strategies: Techniques & Process


Customer priorities have changed, challenging businesses to rethink acquisition tactics and retention strategies. The post New Customer Acquisition Strategies: Techniques & Process appeared first on Livevox.

Omnichannel Strategies Beyond 2020


Which brings us to your digital strategy. Having survived the events of this fiscal year are indeed cause to celebrate but also offer incredible insight to your new omnichannel strategy. If you didn’t have an omnichannel strategy coming into 2020, congratulations.

Call center cost reduction strategies


Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

6 Customer Retention Strategies that Work [ + Examples]


A good customer retention strategy is the top investment you can make for your business. A customer retention strategy isn’t just important—it’s necessary for any company in today’s marketplace. Strategy customer retention customer retention strategy strategy

Customer Experience Strategy Updates for 2021

CX Global Media

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions.

6 Tips on Social Media Strategy for Your Customer Service


Your social media strategy shouldn’t just be your social media marketing. Customer satisfaction surveys at the end of a session are one valuable way of measuring the effectiveness of your customer service strategy.

Building a Customer Experience (CX) Strategy

CX Accelerator

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. Step One: Stop & Understand Current State Be it a new or seasoned company, before creating a CX strategy to improve your customer’s experience, first create a baseline by understanding your current state.

What We Learned From Our Own Data-Driven ABM Strategy

ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.

Building a Sustainable Strategy for Remote Agents

Contact Center Pipeline

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty.

CSM Renewal Survey Strategy


Here is the winning CSM renewal survey strategy to use with your customers: Q: Is it your intention to renew your subscription with [product and/or brand]? The post CSM Renewal Survey Strategy appeared first on ClientSuccess.

Rebooting Your Workforce Management Strategy

Contact Center Pipeline

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner).

2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

Customer Journey Survey Strategy


Here are six winning customer journey survey strategies to introduce to your customers this year: 1. This survey allows your team to get ahead of renewal risk and/or opportunity to ensure that you and your internal team have enough time to run the appropriate strategies.

5 proven coaching strategies to improve contact center culture and productivity


Read on for our list of five data-driven coaching strategies Effectively utilizing data is essential to improving contact center culture and productivity.

Is the Support Experience Part of Your CX Strategy?

Contact Center Pipeline

We have all felt the impact of the macro-level market shift towards what has been dubbed the “subscription economy.” As many businesses move towards a recurring revenue model, the priorities have shifted from “initial sales” to “customer retention and growth.”

Guest Blog: Customer Feedback Loops – 3 Examples & Strategies


Most companies ask customers for feedback, but when it comes to closing the loop on that feedback, most still use these two rudimentary strategies, if at all: After a customer responds, they send “Thank you, we received your feedback”. How to create a personalized closing the loop strategy? Coming up with a closing the loop strategy. In summary, closing the loop is a critical step in monetizing your customer feedback strategy.

How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

5 Strategies for CX Excellence


After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?".

Developing Your Service Strategy

Brad Cleveland

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers.

Building a Customer Experience (CX) Strategy

CX Accelerator

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. Step Two: Align your CX Strategy with Business Objectives.

Building a Customer Experience (CX) Strategy

CX Accelerator

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. Step Two: Align your CX Strategy with Business Objectives.

Marketing-Led Post-COVID-19 Growth Strategies

Businesses are laying off workers, shutting their doors (some permanently), and struggling to react to the radical destruction that coronavirus (COVID-19) is doing to our society and communities. However, there’s no team better suited to lead that charge than the marketing department.

Customer Experience Touchpoints Strategy

SQM Group

SQM Group’s research reveals that 71% of contact center senior executives strongly agree that improving a contact center’s customer experience is just as important to the organization as revenue and profitability

Contact Center Digital Transformation Strategy


The post Contact Center Digital Transformation Strategy appeared first on UJET. This is a guest post by Donna Fluss, the president of DMG Consulting LLC.

4 Strategies to Keep Customers Engaged and Coming Back



Effective Strategies for Managing a Contact Centre

Call Design

Below, we have 4 effective strategies for managing a contact centre. With our consultative approach, Call Design equips and empowers contact centres to develop better management strategies through our various solutions.

Best Practices for Accelerating the Sales Process

This eBook takes a look at three headache-free strategies you can employ today to accelerate selling the right way. Read on to learn how to adopt specific workflows and approaches that append your existing processes to deliver value to your prospects and internal counterparts.

Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. It’s the product of a strategy that extends across the organization and is central to the way you do business. How Do You Create a Customer-Centric Strategy?

25 Conflict Resolution Strategies for Customer Service


The best agents are able to keep their own emotions under control while effectively dissolving tension between themselves and upset customers, but even the best perform better with clear strategies they can leverage.

6 Steps to Develop Excellent Customer Service Strategy


Here are six steps to help you develop an excellent customer service strategy to ensure your business always provides a superb customer experience that will keep them coming back for more. That will benefit your business and help you develop your customer service strategy.

3 Strategies to Reduce Work-at-Home Employee Attrition


Either way, new strategies are needed that will help employees feel listened to and that their ideas are valid. One strategy to help validate and ultimately retain an employee is to help that employee move up in the organization by utilizing a leadership strategy of “managing up.”

CCNG 195

2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.