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Viewpoints
Real-time data-analysis tools give sales the insight to sell to SMBs.
Tactics for keeping both good and bad bots from skewing your VOC results.
Listening to customers' voices shouldn't stop when the sale is made.
Customer service is at a pivotal point. Business as usual is not satisfactory for customers. The following trends are going to play an increasingly important role in contact centers during the next few years. (Featured on SmartCustomerService.com.)
Stringent adherence to policies and procedures rather than occasional exceptions could cost companies customers. (Featured on SmartCustomerService.com.)
To truly know your customer, consider his personality traits.
Go from failure-centric to customer-centric.
What every small business owner needs to know.
Focus on collaboration, visibility, and recognition when building motivational campaigns.
Emulate the in-store experience with e-commerce tools.
Be informed and ask the right questions to establish credibility and trust.
Five steps to put marketers on the right path.
Gain a complete view of the sales funnel to achieve a common goal.
Balance human interactions with technology.
Give customers what they need, whatever their language.
Stringent adherence to policies and procedures rather than occasional exceptions could cost companies customers. (Featured on SmartCustomerService.com.)
In the contact center environment, it's crucial that agents are given the tools to provide exceptional customer service. Here are some suggestions on how to carry that out. (Featured on SmartCustomerService.com.)
Election-season takeaways help retailers prepare for the holidays.
Consumers balance mobile shopping interests with security fears.
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