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Viewpoints
Improve customer loyalty with the right mix.
Proactivity pays, and apologies matter.
Answer the questions your sales force needs to ask.
Focus on the fundamentals across marketing, sales, and service.
With big data and predictive analytics, marketing can deliver leads sales can convert.
What's next for the call centeris the ability to deliver a personalized, interactive experience without adding staff or ripping out existing technology investments.
A four-stage approach to help you deliver on your customers' requirements.
Faced with outdated technology, many contact centers are looking to update their systems. Here are some factors to take into consideration before you make your next upgrade.
Companies would do well not to ignore their employees. By establishing a voice of the employee program, the enterprise can uncover valuable insight into customer behavior.
Social networks provide challenges, but opportunities too.
Four best practices for achieving a holistic customer view.
Businesses are lowering costs and accelerating customer service levels with innovative solutions.
The basics, benefits, and pitfalls to consider.
Tools are only valuable if they can be found and used.
Let big data analytics serve as a guide star to business success.
Look at collection interactions as an opportunity.
The iconic digital assistant is changing how customers—and companies—think about customer service.
Companies would do well not to ignore their employees. By establishing a voice of the employee program, the enterprise can uncover valuable insight into customer behavior.
Meeting your customer's expectations means more than providing service. Here are some suggestions to foster better communication.
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