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Articles: Customer Service/Call Centers
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.
Is it a must-have for contact centers? Yes. But it remains a complement to voice.
.CX lets companies customize their contact center operations. (Featured on SmartCustomerService.com.)
Vidyard is leveraging the Salesforce Service Cloud to foray into the customer service space with Vidyard for Support, a solution that enables customer support teams to resolve customer issues using video content. (Featured on SmartCustomerService.com.)
Marchex has updated its Call DNA interface to accept more inputs and feedback. (Featured on SpeechTechMag.com.)
The Pega Platform got an update aimed at shortening how long it takes agents to resolve requests, cut down on errors, and boost customer satisfaction. (Featured on SmartCustomerService.com.)
Strong reputations are created inside an organization and extend outwards, speakers agreed.
The integration allows service teams to support customers via text messaging using their existing business numbers. (Featured on SmartCustomerService.com.)
Zendesk's new products are designed to bring agility, quick integration, and easy deployment to customer relationships. (Featured on SmartCustomerService.com.)
The platform aims to help organizations unify and manage customer and employee communications in one place to improve the customer experience.
Cyara Velocity links customer experience design to testing and monitoring. (Featured on SmartCustomerService.com.)
Seamlessly integrated CRM and e-commerce can unlock tremendous value, driving efficiency, superior customer service and experience, and sales growth.
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