Articles
Tag: customer service
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Customer Experience Strategies to Annoy or Delight Your Customers
No company goes out of its way to produce miserable customer experiences. And yet, they happen.
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Call Centers vs. Contact Centers: Understanding the Key Differences
What are the differences between a call center and a contact center and why does it matter for customer experience programs?
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How to Communicate Bad News to Customers
Despite a company’s best efforts, things do go wrong. How a company communicates that news to customers can make or break the relationship.
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6 Essential Call Center Agent Skills and Traits
Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent?
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7 Skills and Traits of an Effective Call Center Leader
The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader.
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Why Enterprises Are Turning to Contact Centers in the Cloud
More and more enterprises are moving their contact center to the cloud. Here's why.
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How to Build Your Customer Service Operations from the Ground Up
Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization.
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LogMeIn Targets SMB Market With GoToConnect Contact Center Updates
LogMeIn last week announced new offerings in the Contact-Center-as-a-Service (CCaaS) space.
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4 Self-Service Trends That Are Changing Customer Service
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent.
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BlueOcean Announces New Sentiment Analytics API for Third-Party Access
BlueOcean announced plans to release an API that will let third-party applications access its analytics data.
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Why Companies Are Investing in Natural Language Processing
NLP is a hot property in the digital workplace. Here's why organizations are turning to it to make better and faster decisions.
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The Future of Work Is Here: How Will Customer Service Adapt?
The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today.
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How Do You Teach Empathy?
Contact center specialists need empathy to succeed in their roles. Here are some methods of teaching it.
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Drowning in Data: Is Your Data Strategy Helping or Hurting Your Brand?
Not all data is valuable or actionable and discerning which is which can be hard. Learn to craft a successful data strategy that can help a brand learn to swim.
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