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Is it time to admit that marketing is going to be the major player in making contact center strategy over the next 10 years? It is, and it's already happening. (Featured on SmartCustomerService.com.)
Offering an omnichannel experience is the next step to ensure your customer service is excellent. (Featured on SmartCustomerService.com.)
Speech analytics could improve call center operations on so many levels. (Featured on SmartCustomerService.com.)
Tips for avoiding the pitfalls of symptom-based management. (Featured on SmartCustomerService.com.)
With channels, interactions, and data proliferating, CRM strategies and tools are still key to superior customer experience.
Understanding data, anticipating behavior, and evaluating progress can help stores get the most out of the shopping season.
Your business intelligence needs to be able to keep pace with today's customers and data—or your business could get left behind.
Getting all of your technologies and channels to operate together is the way to ensure customer happiness.
In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels—phone, mobile, text, and Web—which translates into customer retention and higher sales.
To truly understand customer feedback, you need to ask an important question: "Why?" The only way to do that: follow up.
Mucical tastes aside, companies' on-hold choices say a lot about their attention to demographic details. (Featured on SmartCustomerService.com.)
Customers who are digital natives require agents with skills that go beyond the phone. Finding them is a challenge, but it can be done. (Featured on SmartCustomerService.com.)
Mass personalization at scale is possible with the Internet of Things. (Featuredon SmartCustomerService.com.)
These tips might help ensure better performance out of your customer service agents. (Featured on SmartCustomerService.com.)
Here's a list of what you should...and shouldn't...do to get and keep my business. (Featured on SmartCustomerService.com.)
These four elements are needed to assemble and field the best customer service team. (Featured on SmartCustomerService.com.)
How empathy is the secret ingredient to driving customer loyalty. (Featured on SmartCustomerService.com.)
Pinpoint a way your product or service stands out from others—and find the customers who will value it for that.
Foster a collaborative mind-set within your company. Your customers will thank you for it.
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