Articles
Tag: customer service
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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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How to Deliver Good, Better, Best Customer Service
Here is the story of how one utility provided us good, then better, then ultimately the best customer service.
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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 Has the Customer Journey Shifted?
Shelter-in-place rules resulted in businesses closing, and others adopting online or hybrid online/curbside pickup ordering, changing the customer journey.
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Deluged by Customer Contacts? Every Agent Counts
When workloads are heavy, every agent makes a big difference. Learn about the power of one.
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Controlling Contact Center Costs the Right Way
Cost-control efforts in the contact center needn't entail across the board cuts, mandated call times or forcing unwilling customers into automated systems.
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Where Voice Experiences Fit in Customer Service
Companies looking to provide better CX are turning to voice solutions to offer quicker and better service customers call a contact center.
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Resolutions That Last all Year — for You and Your Customer Service Department
It can be easy to lose steam on resolutions. Unfortunately, customer expectations don’t lose steam, which means your CX needs to be exceptional all year long.
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Rise to the Challenge of Holiday Travel – Deliver Stellar Customer Experience
Three things businesses need to do to deliver outstanding customer care over the holidays that drive sales and loyalty in the future.
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