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When customers start on digital channels for customer service, they'd prefer to stay in those channels throughout their interactions. (Featured on SmartCustomerService.com.)
When customers start on digital channels for customer service, they'd prefer to stay in those channels throughout their interactions. (Featured on SmartCustomerService.com.)
Context is just as important as content when keeping track of what customers have to say on social media. (Featured on SmartCustomerService.com.)
Tips for creating an engaged workforce that will ultimately lead to happier customers. (Featured on SmartCustomerService.com.)
Companies need to transform their field service offerings with a new menu of advanced options. (Featured on SmartCustomerService.com.)
Using social media as a customer service tool, companies can expect huge revenue increases. (Featured on SmartCustomerService.com.)
Forget "Always be closing." Now the name of the game is "Always be listening."
Your customers are already there, so it's past time for retailers to follow suit.
As front-line staff take the flak for systemic problems, it becomes harder to hold on to good service agents. Here's how to overhaul your processes—and keep customers and employee happy.
Here's what they expect—and how you can deliver
The need for efficiency and insights at every sales stage has never been greater.
With certain things in life, you don't need anyone to tell you it's working; you just instinctively know it. Sales is not one of those things.
Consumers increasingly want to do business with companies that are socially responsible, and CRM buyers are no exception. Part two of a two-column series.
New technology, and a new willingness to adopt and share solutions and data, will mark this year's sales landscape.
Using low-cost channels doesn't mean service should be unrewarding. (Featured on SmartCustomerService.com.)
Customer service can be a disruptive force to transform any organization, but it can't be the same old stuff that companies have always offered. (Featured on SmartCustomerService.com.)
More mature organizations are making salespeople out of their customer service agents. (Featured on SmartCustomerService.com.)
Improving experiences on the Web and in the field are just as important as it is in the contact center. (Featured on SmartCustomerService.com.)
Speech analytics, when combined with other analytics types, can provide real benefits in real time. (Featured on SmartCustomerService.com.)
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