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In an information age, data becomes the new source of value.
Provide quality content and nurture old and new prospects.
Sharing essential information is key to meeting customer demands.
Without a single, unified record, customer experience will be compromised.
Customer service is becoming the next brand differentiator.
Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear. (Featured on SmartCustomerService.com.)
A changing landscape calls for a shift in marketing strategies.
Ensure loyalty by putting customers first.
Email remains the top engagement channel, but using it correctly is key.
Switch from a channel-centered to a customer-centered approach.
Don't be burned by poor social media management.
Arm employees with the tools they need to best serve today's consumers.
Companies need to understand that consumers want to have intelligent, contextually relevant, and proactive experiences. (Featured on SmartCustomerService.com.)
Increase contact center efficiency by avoiding the clutter of an unruly technology stack and adopting a channel-centric approach. (Featured on SmartCustomerService.com.)
Despite widespread interest in advanced contact center technology, many companies hesitate to deploy analytic solutions. Here are some reasons such fears should be put to rest. (Featured on SmartCustomerService.com.)
A TSIA survey reveals that a majority of respondents prefer self-service to other channels, but few are finding what they need. (Featured on SmartCustomerService.com.)
If you aren't paying attention to the complex patterns of nontraditional interactions, it could cost you. (Featured on SmartCustomerService.com.)
Use the right motivators for maximum success.
Companies must flip the BI model from IT-dependent to self-sufficient.
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