Articles
Tag: customer service
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Customer Service Friction: A Double-Edged Sword
Customer service friction is felt by customers and businesses. Here's how to reduce friction for everyone concerned.
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Why It’s Time for Companies to Be Loyal to Their Customers
What is company loyalty and what does it look like in the digital age?
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Keep These 3 Things in Mind When Introducing Chatbots to Customer Service
As customer service becomes increasingly complex, businesses are looking to chatbots and AI to help improve customer engagement.
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Combine Chatbots and RPA Bots for Better Customer Service
Robotic process automation (RPA) bots can help support human agents as well as virtual agents.
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Are You Listening to Your Customers or Just Tuning Out?
Surveys are a great tool when used appropriately, but other methods are available and it’s crucial to recognize what’s best for the job.
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Don't Let Chatbots Drag Down Your Customer Experience
There are definitely some areas where chatbots hinder rather than help the customer experience.
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6 Ways to Deal With Difficult Customers
We explore how to deal with difficult customers and knowing when it's time to cut ties.
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Getting Started With Messaging? Here’s What Your Business Needs to Know
People across generations are increasingly turning to messaging as a preferred method of interacting with businesses.
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The Insurance Industry Plays Catch Up With Customer Experience
Insurance firms lag in delivering excellent customer experience, but many are recognizing it's time to catch up.
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Not All Customer Feedback Requires Change
While all feedback does deserve a response, you can’t let every customer whim dictate how your business operates.
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How I Became a Customer Superfan
I love customers — but it wasn't always that way. Here's how I became a customer superfan.
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When The Customer Is Not Always Right: Do Retail's Customers Expect the Impossible?
Increasingly it seems that customers expect retailers to move heaven and earth for them, but that's not always possible or reasonable.
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Is Self-Service the Only Way to Save Money in the Contact Center?
Maybe it's time to try something different in the contact center.
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AI in the Workplace: We're Measuring the Wrong Things
Measuring how employees view artificial intelligence tools should be the first metric for AI success, not an afterthought
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