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Contact centers need to adjust their approach to technology, customer engagement, and employee motivation. (Featured on SmartCustomerService.com.)
Creating value for customers is key. Also important: knowing whether there's value to create in the first place.
Companies that view the technology as a threat instead of an asset risk failing to see all the ways artificial intelligence can help grow your business.
A well-organized omnichannel experience has become more than a nice-to-have—it's now imperative to growth for both product- and service-oriented companies.
CRM systems are made even more powerful by adding predictive analytics, but you have to make sure your data is up to the challenge.
Sound account planning has to become a habit, a natural part of your organizational rhythm. Here's how to get everyone on board to make it happen.
Bots should be considered for more than just their cost-saving potential. (Featured on SmartCustomerService.com.)
The optimal way to engage customers is in conversations that span device types and modalities. (Featured on SmartCustomerService.com.)
Invest in the right research, training, and technology to help agents inform consumers. (Featured on SmartCustomerService.com.)
Changes are coming as data platforms transform into customer intelligence platforms. (Featured on SmartCustomerService.com.)
Social metrics need to revolve around strategies, people, processes, and technologies. (Featured on SmartCustomerService.com.)
By adopting new tools like cloud-based callback, companies can focus on the fundamental of attracting and retaining customers. (Featured on SmartCustomerService.com.)
Tips and tricks community managers should avoid when building and cultivating online communities. (Featured on SmartCustomerService.com.)
With the right CRM system tied-in, agents can better serve customers and provide better information. (Featured on SmartCustomerService.com.)
Consumers today expect instant gratification, and trends fade as quickly as they begin. To stay relevant and on target, brands must move beyond traditional methods of gathering customer feedback.
Is CRM becoming packed with too many features? Anything that's not focusing on the job of building customer relationships might be diluting your system's effectiveness.
Find out what turns today's customers off most—and how to avoid falling prey to those mistakes.
Achieving customer success means understanding the problem, planning for the right outcome, and then delivering and tracking the results—not at all different from what a rocket scientist does.
Moving from a reactive to a proactive service model will make your products and services better, and your customers happier.
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