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Here are four ways to win prospects and influence people with sharper email outreach.
Mobile offers a lot of big-time benefits to customer service, but CX leaders will need to build the business case. (Featured on SmartCustomerService.com.)
Here are a few things to avoid as you ramp up your contact center agent counts. (Featured on SmartustomerService.com.)
Customer communities, knowledge bases, self-service options, and analytics are all smart investments right now. (Featured on SmartCustomerService.com.)
Making customer service effortless means re-examining traditional thinking, existing metrics, and outdated processes. (Featured on SmartCustomerService.com.)
Using video in the contact center extends the sense of connection between customers and agents. (Featured on SmartCustomerService.com.)
How to update legacy contact center system for better customer experiences. (Featured on SmartCustomerService.com.)
Engaged contact center agents are a sure-fire way to keep costs under control. (Featured on SmartCustomerService.com.)
The nature of contact center support will evolve in the IoT era. (Featured on SmartCustomerService.com.)
High-velocity sales models require analytics to show which leads, and which behaviors, are promising.
If you want an interactive voice response system to actually help your customers, it needs to address these crucial areas.
Complying with EU security guidelines now can help build customer trust—and give you a leg up on competitors.
Focusing on numbers and processes is important, but don't forget to cultivate your talent.
Making the transition to omnichannel means that retailers need to get their back-end processes in order.
To create the experiences your customers want, look at your business through their eyes and focus on possibilities—not limits.
Companies that want to conquer the global market have to focus on creating personalized experiences for customers—worldwide.
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.)
Service training is good for specific situations, but education goes far beyond. (Featured on SmartCustomerService.com.)
Start testing contact center systems now so that they're ready when the real call volume begins. (Featured on SmartCustomerService.com.)
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