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Viewpoints
Look to 'intelligent' tools to identify causes of discontent.
Finding balance between compliance and customer satisfaction has been an increasing challenge for companies. Here are some suggestions to address consumer expectations and demands while complying with regulations.
Time spent "in the trenches" is time well spent.
Improving the contact process has the greatest impact on customer satisfaction, loyalty, and referrals. Access to intelligent data can help make a call center more efficient and increase customer and contact center representative satisfaction.
When developing a business case for investment strategies here are some customer service solutions to consider that can offer quantifiable business benefits and provide valuable customer insight.
Contact service professionals can provide important insights into customer's emotional reactions to product purchases. Is your company prepared for the future of "emotionomics?"
Software is not the only answer in determining if your customer experience solutions are working. By using qualitative and qualitative research you can glean important insights about your customer base.
Customers are increasingly choosing the Internet instead of making phone calls. Here's what enterprises can do to evolve their Web solutions to better serve customers and create integrated support experiences.
Combine prospects' behavioral and social scores for accurate sales predictions.
Customers take on a starring role in service interactions.
First-line sales managers must use data insights to nurture sales teams.
Focus on relevant experiences to extract maximum value from customers.
Marketers find value in getting customers exactly what they need.
Advances in technology will help contact centers shine.
Maximize contact center results with seven best practices.
Integration is key.
Implementing strategies for dramatic sales lift.
Three steps to modernizing your process and preventing lost profits.
Customers want content that is mobile, meaningful, and findable.
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