Articles
Tag: customer service
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What to Look for in a Customer Service Chatbot
All chatbots aren’t created equal.
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Why Facebook Acquired Kustomer and How It Will Impact Customer Service Solutions
Here we dig deeper into Facebook's acquisition of Kustomer and what it means for omnichannel customer service solutions.
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Why Now Is the Time to Experiment With Your Customer Experience
How brands are crafting exceptional customer experiences and improving the customer journey through all of their channels.
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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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Customers Are Impatient. Here's What to Do
Two years ago, I was perfectly content to wait a couple of days for a purchase. Amazon Prime Now ruined me.
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How Financial Services Weathered the Switch to the Online World
Face to face interactions were long the mainstay of financial services, but institutions are learning how to adapt to an increasingly online world.
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Humanizing Automation in CX: A Delicate But Essential Balance
All signs suggest that the relationship of automation to customer experience is transitioning from integral to inescapable.
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What it Takes to Deliver Data-Driven Customer Service
For AI and machine learning to truly support and improve customer service, we must feed them good quality data.
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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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Customer Service Requires a Bold New Approach
How do companies go about improving customer service, and subsequently customer experience? It begins with understanding the new customer profile.
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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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What Separates Customer Experience Leaders From the Laggards?
A new study found that although organizational CX maturity is improving, the gap between leaders and laggards is widening.
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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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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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