Articles
Tag: customer service
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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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Why Specialized Agents Are the Future of Customer Service
Cutting out excessive and unnecessary multitasking in the call center can increase customer and employee satisfaction in one fell swoop.
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A DAM Holiday Wish
All I want for the holidays is a good DAM customer experience.
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Nobody Cares About Your Cute Chatbot
Should your chatbot be cute and charming, or should it focus on giving customers what they want, faster?
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Where AI Customer Experience Investments Are Paying Off
Businesses that have enlisted AI-enabled technology in their customer experiences are starting to see the results.
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What Is a Conversational Experience?
Supported by the most advanced technology on the back end, a conversational experience is an easy and conversant exchange between customer and company.
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The Intersection of Employee Experience and Customer Experience
How does the employee experience impact CX?
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Invest in the Human Side of the Customer Experience Equation
Technology is definitely a big part of customer experience, but it's only one third of the equation.
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Is Messaging the Final Frontier in Customer Service?
The key differentiator of messaging — its asynchronous, turn-based nature — makes it an ideal channel for customer service and broader customer engagement.
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B2B Customer Experience Is Catching Up, But Still Has a Long Way to Go
A recent survey of 1,000 B2B Sales executives sheds light on what forward-looking B2B organizations should be focusing on today.
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