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Looking for value from each customer contract, based on data-driven decision-making, nets high profitability over the long run.
Mining customer interactions for compelling insights can drive big gains.
Customer effort scores can be used to improve customer service, but only if used properly. (Featured on SmartCustomerService.com.)
An information balance of zero constitutes a state where neither the business nor the customer has a need to reach out to each other. (Featured on SmartCustomerService.com.)
Knowledge management helps contact center agents find information quicker, speeding customer responsiveness. (Featured on SmartCustomerService.com.)
Knowledge management helps contact center agents find information quicker, speeding customer responsiveness. (Featured on SmartCustomerService.com.)
Knowledge management helps contact center agents find information quicker, speeding customer responsiveness. (Featured on SmartCustomerService.com.)
Analytics can improve routing, efficiency, and performance of contact centers of all types and sizes. (Featured on SmartCustomerService.com.)
Increasing demand from customers means that companies can't operate the way they did years ago. (Featured on SmartCustomerService.com.)
The complex nature of technology innovation requires a balanced approach to customer support. (Featured on SmartCustomerService.com.)
Manage people, processes, technology, and strategies to mitigate agent attrition. (Featured on SmartCustomerService.com.)
Contact center managers can tune in to honest signals from customers and agents to improve operations and engagements. (Featured on SmartCustomerService.com.)
Get your reps up to speed on your system, then get them to actually use it—every day.
Paying extra attention to current customers will help prevent churn—and turn them into promoters of your business.
Customer-facing employees who go the extra mile will keep people coming back.
To please customers in today's marketplace, you need everyone on board. And it starts at the top.
Making sense of data, becoming more efficient, and, most important, pleasing customers can now be done on a large scale.
Keeping up with user-generated content can help brands stay ahead of the curve.
Don't let structural challenges—complex approval processes, siloed customer data, even organizational insecurity—block you from realizing the power of your email engine.
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