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If you want an interactive voice response system to actually help your customers, it needs to address these crucial areas.
Viewpoints,
Posted 15 Apr 2016
Complying with EU security guidelines now can help build customer trust—and give you a leg up on competitors.
Viewpoints,
Posted 13 Apr 2016
Focusing on numbers and processes is important, but don't forget to cultivate your talent.
Viewpoints,
Posted 11 Apr 2016
Making the transition to omnichannel means that retailers need to get their back-end processes in order.
Viewpoints,
Posted 08 Apr 2016
To create the experiences your customers want, look at your business through their eyes and focus on possibilities—not limits.
Viewpoints,
Posted 07 Apr 2016
Companies that want to conquer the global market have to focus on creating personalized experiences for customers—worldwide.
Viewpoints,
Posted 01 Apr 2016
Customer service leaders need to rethink their approaches and shift their strategies to go beyond engagement, taking advantage of the collective wisdom in and around the enterprise, new technologies, and closed-loop processes. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Apr 2016
Service training is good for specific situations, but education goes far beyond. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Apr 2016
Start testing contact center systems now so that they're ready when the real call volume begins. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Apr 2016
Your contact center is the company's promise-keeper, so it needs to be given priority. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Apr 2016
A few simple investments can have significant impact on brand impressions and customer loyalty. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Apr 2016
Driving customer service change doesn't have to involve more surveys; it means engaging employees to drive the right behaviors. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Apr 2016
Better customer engagement with contact center agents leads to increased loyalty and retention. (Featured on SmartCustomerService.com.)
Viewpoints,
Posted 01 Apr 2016
Live chat for customer service takes careful planning and a solid commitment. (Featured on SmartCustomerService.com
Viewpoints,
Posted 01 Apr 2016
Cloud-based SaaS solutions offer some great benefits, but be careful. Getting trapped in a proprietary cloud solution can lead to a loss of control—of your data, your security, and maybe even your career.
Viewpoints,
Posted 23 Mar 2016
Accurate forecasting is critical for your business, so here's how to get your sales pipeline regularly (and honestly) updated.
Viewpoints,
Posted 21 Mar 2016
Customer service may be getting better, but customers are also less forgiving of bad service. Here's what not to do.
Viewpoints,
Posted 14 Mar 2016
Retail brands are "Tinderizing" to bring the browsing experience online, but be wary of sacrificing the customer-brand relationship.
Viewpoints,
Posted 11 Mar 2016
Contract lifecycle management software isn't only helping legal—the sales department gets a boost as well.
Viewpoints,
Posted 08 Mar 2016
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