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The future of customer service is not a false choice between human versus machine.
The key to consistent, caring customer relationships is a purposeful, positive, productive culture.
Marketing in a post-impressions world that puts the customer first means that brand must focus on quality, not quantity.
Branded apps are a valuable part of your omnichannel strategy, but not if customers aren't using them. Here's how to compete successfully for your customers' attention and device real estate.
Between marketing, fulfillment, and support, there are dozens of interactions that make up, and affect, the customer experience. Here's how to get a handle on them. The first in a two-part series.
Artificial intelligence can better equip agents, supervisors, and field service technicians to provide better service. (Featured on SmartCustomerService.com.)
Controllers are more suited to today's call center needs, but empathizers get more of the jobs. (Featured on SmartCustomerService.com.)
Building the business case for customer experience in 2017. (Featured on SmartCustomerService.com.)
Effectively guiding contact center agent engagement requires the right leadership and technologies. (Featured on SmartCustomerService.com.)
Tips to help customer service reps keep their cool when callers are losing theirs. (Featured on SmartCustomerService.com.)
New developments and improved functionality make virtual assistants a technology to continue watching. (Featured on SmartCustomerService.com.)
As chatbots' and their many uses continue to evolve and diversify, companies should look to incorporate smart, two-way communication capabilities into their solutions to better meet the needs of connected consumers. (Featured on SmartCustomerService.com.)
8 mistakes companies make when dealing with customers on social media. (Featured on SmartCustomerService.com.)
In contact centers, predictive and prescriptive analytics should be used together to anticipate customer needs and help agents toward resolution. (Featured on SmartCustomerService.com.)
With Baby Boomers either leaving or about to leave the sales force, now's the time to focus on recruiting and developing the next generation of sales leaders.
First, you have to get a prospect to notice you. How you do so, and where you go from there, are the essentials of good sales development.
It's time to explore the human side of CRM in the B2B space. The third in a three-part series.
Political campaigns have their work cut out for them, with the vast array of devices and platforms on which to reach voters. Sound familiar? Take a page from their strategies.
If you thought Millennials were a challenge, get ready for the Centennials: They're both thriftier and have a shorter attention span, and soon they'll make up more than a third of all customers.
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