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Articles: Customer Service/Call Centers
SoGoSurvey's new tool lets companies collect, measure, and compare customer feedback.
They're failing to deliver on three key customer demands.
Freshworks' Mint update simplifies the user experience for customers and agents.
Customer experience metrics can get in the way of delivering good experiences.
Artificial intelligence can seem like science fiction, but the technology has plenty of good—and current—use cases in marketing, sales, and service.
NICE inContact CXone Agent unifies the agent console to streamline customer and agent experiences. (Featured on SmartCustomerService.com.)
Innovations help users understand customer sentiment and identify root causes. (Featured on SmartCustomerService.com.)
Facebook is updating its Messenger platform with a chat plug-in, enabling brands to embed a Messenger bot directly onto their website. (Featured on SmartCustomerService.com.)
Conversocial and some of its customers have been given early access to the closed beta of Facebook Messenger customer chat. (Featured on SmartCustomerService.com.)
The new tool enables customer support teams to tackle customer emails as well as incoming messages from multiple social channels directly within Gmail. (Featured on SmartCustomerService.com.)
Sales and service agents can now benefit from live behavioral guidance and emotional intelligence.
Luma can help companies create and resolve customers service.support and IT service management tickets.
The CX Social solution aims to help companies prepare for, and respond to, potential emergencies on their social media pages. (Featured on SmartCustomerService.com.)
The interactions that require agent input tend to be more difficult, resulting in longer interactions that cost more
Trust and the ability to quickly adjust to industry changes have enabled the company's ongoing success
Research finds the greatest opportunities to stand out with customer service are with live agents
Robotics, in tandem with desktop analytics, will drive productivity improvements.
Younger workers need to learn how to handle customers—and how to handle themselves
For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.
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