Articles
Call Centers
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5 Skills Contact Center Employees Need Beyond Empathy
Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope?
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Time Is of the Essence With Social Messaging Apps
It’s one thing to use social messaging apps and another thing to use those apps effectively.
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Align Self-Service Customer Support With Every Stage of the Customer Journey
A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap.
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What Does Exceptional Customer Service Look Like in a Post-COVID World?
There is a lot riding on your customer experience and expectations are high. Are you ready to deliver an experience that keeps your customers coming back?
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The Unique Challenge of Building Customer Loyalty in an Online Only World
One elusive element of online interactions is how to build loyalty in a space that too often makes customers feel like just another number.
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5 Customer Success Lessons Electric Utilities Should Adopt from High-Tech
Electric utilities are under enormous pressure to reinvent their relationship with customers. Here's some lessons they can borrow from the high-tech world.
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How to Sell Customers on the Benefits of AI-Powered Customer Support
It’s time for marketers to show consumers that rather than being an obstacle, AI is a touchpoint in a frictionless end-to-end experience.
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Want to Deliver Better Customer Service? Immerse Yourself in Context
Context creates a “big picture” that helps us interpret individual data points and take appropriate action in support of our customers.
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Delivering Quality Customer Experience When Agents Work From Home
The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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Don't Make These Common Self-Service Customer Experience Mistakes
Companies believe self-service has the ability to reduce call center costs and relieve pressure on customer service agents, but it doesn't always go right.
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The Pandemic Is Changing How Consumers Feel About AI in CX
Companies have turned to CX technology at accelerated rates during the pandemic to shorten wait times and meet customer demand.
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The Tale of a Table, 2 Stores and Why a Holistic Customer Experience Is Important
Developing a holistic view of the customer experience creates an ongoing cyclical relationship of trust, repeat business and peer marketing.
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An Opportunity for Cultural Changes in the Contact Center
The contact center industry, known for high attrition rates, sees opportunity for improved employee engagement in the midst of the COVID-19 outbreak.
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How Do You Maintain Customer Experience on a Shrinking Budget?
How can businesses preserve the customer experience at a time when budgets are shrinking?
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