Articles
Tag: customer service (page 8)
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How Emotion and Effort Can Make or Break Your Customer Experience Efforts
We talk a lot about customer service. We talk about its importance to business success and how companies failing to meet customer expectations will be left in the dust.
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Hootsuite Acquires Naritiv Solution; Conversocial Acquires HipMob
Consolidation among customer experience technology vendors continued today with two acquisitions. Hootsuite acquired a Snapchat analytics solution created by Naritiv, a Los Angeles startup that has helped companies understand and enhance the impact of their digital campaigns on Snapchat.
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The Wild West Days of Search Are Over
The Wild West days of the web are coming to an end as people settle down and select their favorite websites as the starting points for an increasing number of their tasks.
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SMS for Contact Centers: The Good, the Bad, the Autocorrect
It's been over 35 years since Sting sent out an SOS to the world. Communications have changed dramatically since then. Today Sting could send an SMS, Facebook update or tweet, with much better odds of getting his message across.
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Do Chatbots Dream of Electric Sheep?
When Philip K Dick wrote "Do Androids Dream of Electric Sheep?" in 1968, he imagined a future where artificial beings are almost indistinguishable from humans. They look, sound and act alike — and mimic human emotion and intelligence.
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Call Center Employees: The Superheroes of Customer Experience
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape the customer journey. Positive outcomes for every customer interaction is critical.
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Salesforce LiveMessage Adds 2-Way Messaging to Service Cloud
Salesforce is capitalizing on technology it obtained just three months ago through its acquisition of Heywire, a Cambridge, Mass.-based provider of commercial texting services. It has popped out a product based on Heywire technology via its Service Cloud.
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Customer Expectations vs. Customer Service: A Grand Canyon-Sized Gap
“Why is customer service still so awful?" Most people have asked themselves that question at one time or another.
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Where WebRTC Fits in the Digital Experience Puzzle
Think about the last time you tried to contact a customer service agent over the phone: The endless wait. The fun navigating the interactive voice response (IVR) system. And the possibility that your call could be randomly dropped at any time, which means you'd start the process all over again.
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Improve First Call Resolutions for a More Profitable Holiday Season
As the year-end holiday season kicks into full gear, customer contact center agents will be tasked to maintain customer experience in the face of increasing demand. According to the National Retail Federation’s 2016 forecast, sales are expected to increase by 3.6 percent to $655.8 billion this year.
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The Omnichannel Experience: Once Exotic, Now Expected
For a long time, omnichannel was just another confusing marketing buzzword. In some cases, it was unclear precisely how an omnichannel strategy differed from a multichannel approach.
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Brick and Mortar: Reports of Its Death Are Greatly Exaggerated
Retail headlines in the last few years have convinced us that online is killing brick and mortar and that Amazon is taking over. Newsflash: this is a fallacy — and there’s proof. According to data from A.T. Kearney (pdf), 90 percent of all retail sales are transacted in-store and 95
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Customer Service Heaven Is Just a Virtual Personal Assistant Away
Americans love text messages. Almost every smartphone user in the US — 97 percent, to be exact — sent a text at least once a day, according to a survey by Pew Research Center in late 2014.
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Meet the New Telemarketing: Proactive, Positive and Personalized
Telemarketing as we know it is dead and may it rest in peace: the calls at dinnertime about random products and services, the hard sells, the arm-twisting donation pleas.
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