Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly…
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What do you do when everyone thinks they're the smartest person in the room, and all of them are counting on you for answers? Here's how to give a presentation…
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As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just…
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With the plethora of agent performance data available today, it can be challenging to determine where to focus. That doesn’t apply to agent performance in isolation; it also applies to…
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Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance.
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Some customer service skills include problem-solving, empathy, product knowledge and patience. Certain people are naturals for a career in customer service. They have the right personalities, values and patience --…
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Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. While much discussion on CX initiatives…
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Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. The future of customer service increasingly will…
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I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a…
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We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for…
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