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Customer complaints and business success are not necessarily mutually exclusive. (Featured on SmartCustomerService.com.)
How companies can leverage a hybrid agent-assisted/self-service approach for better customer experiences. (Featured on SmartCustomerService.com.)
Regardless of how it's used, artificial intelligence will definitely impact customer service. (Featured on SmartCustomerService.com.)
IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage. (Featured on SmartCustomerService.com.)
Fully understanding customer interactions through customer journey analytics can keep consumers coming back. (Featured on SmartCustomerService.com.)
How to make the build, buy, or outsource decision. (Featured on SmartCustomerService.com.)
It's time for messaging hierarchies that customers get to choose.
Here's how to make sure you don't miss a beat—and that the changes are for the better.
It's the most wonderful time of the year for your email campaigns.
There might not be a one-size-fits-all solution out there, but that doesn't mean the goal isn't attainable.
To become a 'Digital Utility,' companies must deliver on a rising set of customer choices, expectations, and engagement preferences.
Delivering CX outcomes is not just about sales and conversions. Loyalty and advocacy are now crucial cycles in the journey.
Chatbots can help CRM move from an internally focused information warehouse to an externally driven engagement tool, building relationships based on what is important to both customers and users.
Companies need to adopt a customer-centric, subscription-based model to customer service. (Featured on SmartCustomerService.com.)
A hybrid approach that uses both cloud and premise-based systems can address many of the fears around migrating to cloud tech. (Featured on SmartCustomerService.com.)
Just like new puppies, bots need training before they can become our best friends. (Featured on SmartCustomerService.com.)
Lowering average handling time in the contact center could save millions of dollars per year. (Featured on SmartCustomerService.com.)
Here's a list of five mistakes to avoid when your contact center has fewer than 75 employees. (Featured on SmartCustomerService.com.)
Building the right type of customer service will take an infusion of capital, and here is some advice on where to go for it. (Featured on SmartCustomerService.com.)
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