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It's time to look at more than just price when comparing cloud and on-premises platforms. (Featured on SmartCustomerService.com.)
Businesses and other organizations are increasingly upgrading their IVRs to conversational solutions to meet growing consumer demand for self-service options. (Featured on SmartCustomerService.com.)
Engaging customer service employees requires a clear vision that is communicated to everyone. (Featured on SmartCustomerService.com.)
The right knowledge, powered by artificial intelligence, can have a positive effect on all of the top contact center metrics. (Featured on SmartCustomerService.com.)
The technology is 35 years old and it needs to change for the millennial workforce. (Featured on SmartCustomerService.com.)
In this do-it-yourself-world, make it easy for customers to find the information they want or need on their own with FAQs. (Featured on SmartCustomerService.com.)
Automated phone systems and agent interactions need to make customers feel welcomed and appreciated. (Featured on SmartCustomerService.com.)
With the right metrics, social customer service teams can provide better service. (Featured on SmartCustomerService.com.)
Now that we've achieved consistency, it's on to the next challenge: personalization.
Finding out what customers want, and how they prefer to interact, is to key to profitability.
Check out nine tips for making the visual social platform work for your business.
With information literally at everyone's fingertips, the best way to stand out is to personalize.
Here are four metrics to make your decision making more data-driven—and enhance profits.
You've gotten the customer's attention, now how do you seal the deal? Start by knowing who they are and why they came.
Contact centers should deliver personalized and proactive customer service, and here's how to do it. (Featured on SmartCustomerService.com.)
Proactive messaging that is highly personal can deliver relevant information in a timely manner and via the mode preferred by each customer. (Featured on SmartCustomerService.com.)
Every interaction is a moment in truth that can turn customers into brand advocates. (Featured on SmartCustomerService.com.)
Our well-intended efforts to improve the customer experience have backfired, and we actually made things more complicated for ourselves. (Featured on SmartCustomerService.com.)
Software is starting to eat the world, and the translation arena is reaping the benefits. (Featured on SmartCustomerService.com.)
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