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Jammed packed with content, cartoons, quotes, tips and facts, you won’t want to miss this week’s CX Buzz. Featuring Shep Hyken @Hyken as our tweet of the week; Marketoonist.com with their take on Customer Journey Mapping; Marketingland.com talking about companies not taking mobile feedback seriously enough;

For retail banks, today’s markets are fraught with challenges: new digital competitors and digitally empowered customers prominent among them. Yet most still pursue business as usual, striving to be all things to all customers.

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. If you’re looking to improve your results, here are three best practices to consider implementing for outbound dialing:#1: Utilize No Pause, Predictive Dialing: You might assume that simply making...

"Judge a man by his questions rather than by his answers." ― Voltaire Guest blog post from our friends at Frontline Services. Driving an implementation is not unlike driving a car—there are many roads to take, but how you steer and what roads you choose can be the deciding factor in the overall time and resources spent in reaching...

When the Captain Is Upset, He Speaks for the Team. How Are You Ensuring They Keep Playing for You? By Robert Zoch, Content Marketing Manager, Customer Journey Solutions, NICE Systems

Between September and October 2015, Aberdeen surveyed 254 end-user organizations to understand their sales compensation and overall sales performance management best practices.

The first week of April is the annual Society of Workforce Planning Professionals (SWPP) conference which gathers hundreds of workforce professionals to discuss best practices, latest industry trends/advancements, and to share successes and lessons learned. While the conference is primarily focused on Workforce Management (WFM), the increased need for tight integration with other Workforce Optimization (WFO) tools...