Articles
Tag: customer service
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A Guide to Marrying Bots and Humans for Exceptional Customer Service
At this point in time (and for the foreseeable future), a chatbot's success is largely defined by how it facilitates the handoff to the human agent.
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4 Examples of Customer Experience Initiatives and Implementations Gone Wrong
Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry.
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Why You Need a Holistic Customer Service Transformation Strategy
Companies know it’s not easy or simple to fast-track digital customer service transformation. Now it's time to get out in front.
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We've Forgotten the Most Important Part of Personalization
As a marketing or CX leaders, does it ever feel as if some essential yet undefined quality of personalization continues to evade your grasp?
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Why Are More CIOs Focusing on Customer Experience?
Coming out of the pandemic, reports find chief information officers (CIO) more immersed in customer experience than in the past.
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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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