Technology can improve agent performance exponentially. But with a wide range of options available, coupled with limited budgets, which technologies can drive the most success?
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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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Virtual assistants, voice biometrics, and video are making good contact centers great. When it comes to improving the customer experience, there is no shortage of new technologies that can help…
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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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Companies that do not have a Voice of the Customer (VoC) program in place are doing themselves a disservice. Without analysis of the customers’ perspective, how can organizations evaluate their…
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As IT and business leaders are faced with transformative changes in the workplace, data will be incredibly important to help guide decisions—and management tools deliver the data. Consider that only…
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Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19…
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The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
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