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Extend yourself beyond the reasonable to increase engagement.
Why it can be worth the effort to "hunt the elephant."
Four rules for upgrading the customer experience.
By recognizing the shift in how customers seek assistance, businesses can not only improve satisfaction, but potentially boost revenue as well. (Featured on SmartCustomerService.com.)
Here's how interaction analytics can put your business back in control. (Featured on SmartCustomerService.com.)
Today's sales tools build relationships and revenue too.
Gain more value from employees and customers with gamification processes.
Getting executive buy-in means asking and answering the right questions.
Disconnected data can spell disaster for a contact center. However, in many cases, it's possible to create a single, user-friendly automated interface that brings together relevant information from discrete sources. (Featured on SmartCustomerService.com.)
Millions of dollars are spent on calls that don't result in closed sales. Speech analytics may prevent you from leaving money on the table. (Featured on SmartCustomerService.com.)
15 tips for making sure it does.
Winning customers means standing out from the competition.
Don't overlook the value of employees.
Make sure customers put you at the top of their lists.
New technologies and best practices can play an important role in improving employee engagement and customer service in today's radically changing contact center. (Featured on SmartCustomerService.com.)
Use your social CRM program to its full potential or get left behind.
An evolving need for content calls for an all-in-one way to manage it.
In today's fast-paced world—where answers to almost any question can be retrieved with a few clicks—consumers expect information in seconds. What does that mean for your inbound customer service contact center? (Featured on SmartCustomerService,com.)
When right technologies to leverage multimedia and visual elements are used, the online customer service experience can be even more engaging than doing business face to face. (Featured on SmartCustomerService.com.)
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