Articles
Tag: support
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Does Your Business Have a Customer Support Bill of Rights?
Does your business have a customer bill of rights? This simple set of expectations can show customers that you truly care.
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Is Your Digital Employee Experience Focused on the Wrong Thing?
Digital employee experience (DEX) has typically focused on the employee lifecycle. Yet I would argue DEX has a much more important opportunity.
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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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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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Think Beyond the Chatbot for Great Customer Experience on Social Media
Customers prefer social media channels over telephone support, but many are finding companies fail to meet their expectations.
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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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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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What Is Predictive Dialing and How Can It Help Call Centers?
Predictive dialing can be an asset for a call center and call center agents. We cover the definitions and key components.
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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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BlueOcean Launches New API, Salesforce Digital 360 Gets New Features & More News
Leading this week’s CX and marketing newsbyte, BlueOcean launches a new API for third party access to analytics, Salesforce Adds to Digital 360 and more.
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How Customer Communities Improve Customer Experience
By setting up customer communities, companies gain six CX-related advantages.
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