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The best way to get inside your customers' heads—and keep them happy—is to chart their journey.
A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief.
Lots of vendors claim to offer it, but make sure you're getting what you pay for.
Mobility, flexibility, and automation will help you get the most out of your system.
Leave decision making to humans, but automate (or eliminate) the processes that lead up to it.
You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy.
Bombarding customers with irrelevant messages doesn't help. Forget focusing on meeting quotas and focus instead on the customer experience.
Using the right data in the right way can make all the difference when looking to create better customer experiences. (Featured on SmartCustomerService.com.)
Companies must equip their contact centers to handle digital and omnichannel customer inquiries and provide a means for self-service support. (Featured on SmartCustomerService.com.)
Traditional contact centers need to give way to omnichannel engagement centers. (Featured on SmartCustomerService.com.)
Knowing how your business reacts to change can help you prepare for new challenges. (Featured on SmartCustomerService.com.)
Many retailers view customer care as only a cost, but if it's combined with customer experience, big data, and predictive analytics, customer care can actually generate revenue. (Featured on SmartCustomerService.com.)
Omnichannel customer experience environments are now expected. Here's some advice to get you started. (Featured on SmartCustomerService.com.)
It turns out other factors are bigger. But here's why it matters.
Marketing automation is great, but you have to make good old-fashioned calls, too.
Think you need just one sales tool? Think again. As your business evolves, so will your software needs.
Get your sales back on track by recognizing the pitfalls—and avoiding them.
Here's why predictive analytics may be the missing link in your CRM data.
They're plugged in and have plenty of choices. How do you reach them? Personalize.
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