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Lead-qualifying AI will work 24/7, never call in sick, and will follow up on 100 percent of leads. Best of all: Customers won't know the difference.
Discover a 360-degree solution for social care.
Tread lightly when venturing into the Internet of Things for customer service, but know the potential is great. (Featured on SmartCustomerSerfvice.com.)
The time for new metrics has come as contact centers move to omnichannel interactions. (Featured on SmartCustomerService.com.)
Employee surveys should uncover more than just the problem with the coffee in the break room. (Featured on SmartCustomerService.com.)
Customer success and support professionals can improve the customer journey, helping collect, navigate, and share vital customer data from multiple applications across their organizations. (Featured on SmartCustomerService.com.)
Customers value good service, and studies prove they will spend money at your competitors if they don't get it with you. (Featured on SmartCustomerService.com.)
We're all human, and humans sometimes fail in relationships. Here are the keys to building ones that last.
It takes thoughtful planning and execution, but the rewards are plentiful.
The best way to get inside your customers' heads—and keep them happy—is to chart their journey.
A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief.
Lots of vendors claim to offer it, but make sure you're getting what you pay for.
Mobility, flexibility, and automation will help you get the most out of your system.
Leave decision making to humans, but automate (or eliminate) the processes that lead up to it.
You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy.
Bombarding customers with irrelevant messages doesn't help. Forget focusing on meeting quotas and focus instead on the customer experience.
Using the right data in the right way can make all the difference when looking to create better customer experiences. (Featured on SmartCustomerService.com.)
Companies must equip their contact centers to handle digital and omnichannel customer inquiries and provide a means for self-service support. (Featured on SmartCustomerService.com.)
Traditional contact centers need to give way to omnichannel engagement centers. (Featured on SmartCustomerService.com.)
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