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Eighty-two percent of consumers would use live chat if it were available.
Meet employees' needs to provide better customer service.
'No' is short for 'next opportunity.'
How to become a sophisticated seller in 2015.
The SaaS model shifts its focus from shelfware to success.
Augmenting customer service with machine learning helps agents work faster and smarter, increasing productivity and capacity while retaining a high level of customer satisfaction. (Featured on SmartCustomerService.com.)
Six steps to address this costly challenge.
Customers expect ease, not delight.
Choose a model that fits your business.
Companies can save money and focus efforts by handing off administrative tasks.
Know your prospect before you pick up the phone.
Re-architect customers' journeys to deliver a unified brand experience.
Focus on the human element to inspire your employees.
Ignoring the warning signs could put your data at risk.
Real-time data-analysis tools give sales the insight to sell to SMBs.
Contact center managers want to deflect customers from reaching live agents, and customers want effective call resolution. Artificial intelligence can serve both. (Featured on SmartCustomerService.com.)
Tactics for keeping both good and bad bots from skewing your VOC results.
Listening to customers' voices shouldn't stop when the sale is made.
Customer service is at a pivotal point. Business as usual is not satisfactory for customers. The following trends are going to play an increasingly important role in contact centers during the next few years. (Featured on SmartCustomerService.com.)
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