Articles
Tag: customer service
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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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Dark Side of Customer Obsession
The cost of our customer conveniences is increasingly being borne by millions of low-paid, stressed-out workers.
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How to Take Your Chatbots to the Next Level
For brands to offer the kind of on-demand, self-service experience customers expect, AI-powered chatbots will be an important part of the CX mix.
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Calculating Customer Value Delivered
Forrester has proposed a simple formula to help enterprises calculate how much value they deliver to customers. A recent shopping experience put it to the test.
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Serving Customers on Their Terms: The Benefits of Messaging
Given the popularity of messaging in their daily lives, it's only natural that people want to interact with companies in the same way.
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