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Word clouds are great starting points when analyzing contact center interactions, but now we need to dig deeper. (Featured on SmartCustomerService.com.)
It's time contact centers got omnichannel and used analytics to keep track of all the ways customers can communicate with them. (Featured on SmartCustomerService.com.)
Thanks to Siri, Google, and Alexa, many of us are already speaking to our consumer devices. But voice-activated technology will soon have plenty of business uses as well.
CRM projects most often fail because salespeople resist using the software—and often for good reason. Here's how companies can engage in CRM failure prevention.
Digital transformation requires sound analytics and insights, and that requires the right personnel to manage your data.
These iconic companies' approach to customer experience and self-service can show IT departments how to delight their customers by helping them help themselves.
Like any marketing initiative, the success of an AI-driven effort will depend on how well you know your customers—who they are, and where they are going.
As with any community of like-minded people, keeping your virtual community members informed, involved, and connected is critical to success.
Automating CRM-related processes will be key to keeping businesses competitive in the coming years, but it can also detract from your performance if it's not done right.
The amount of data in our lives is expanding all the time. Taming it through visualization can help you make sense of it—and grow your business.
It might be if prospects and customers are turning away frustrated.
Companies with service and marketing alignment achieve far superior annual gains. (Featured on SmartCustomerService.com.)
With automation, contact centers will become specialized, high-touch operations handling detailed customer interactions. (Featured on SmartCustomerService.com.)
With the call-back option becoming more popular, it's important that company reps leave the right voicemail messages. (Featured on SmartCustomerService.com.)
Connected and proactive customer service programs mean fewer escalations and simpler customer journeys. (Featured on SmartCustomerService.com.)
An apology can de-escalate a bad situation, but it has to be sincere. (Featured on SmartCustomerService.com.)
Aligning employees experience critical to supercharging your CX efforts. (Featured on SmartCustomerService.com.)
Authenticating customers doesn't have to be as complicated as companies have made it out to be in the past. (Featured on SmartCustomerService.com.)
Before you achieve the necessary integration, your sales and marketing teams have to carry out the crucial first step: communication.
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