Jan 13
Three Reasons Why Businesses Should Integrate Their Crm With Their Contact Center
Removing the silos between CRM systems and customer engagement platforms can provide a number of business benefits.
Jan 06
Two Lessons 2020 Taught About Customer Service
2020 provided two key lessons for customer service organizations – the essential nature of mobility and the need for call deflection.
Dec 16
Two Things Businesses Can Learn From Reporting
Supervisors can use reporting to analyze their configuration and resourcing and gauge individual representatives’ performance.
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Dec
09
Five Questions To Ask Before Setting Up An IVR
When setting up their IVR, there are five key questions businesses should answer to ensure they provide a good customer experience.
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Dec
02
Three Considerations For Unanswered Automated Calls
An automated dialer can only help a business if customers answer the call. Businesses should have a strategy for addressing unanswered calls.
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Nov
23
Three Tips To Survive The Holiday Rush
While holiday season is something consumers look forward to each year, it can be a challenging time for customer support organizations.
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Nov
18
Two Reasons Online Engagement Matters – Part Two
Understanding what customers say and engaging with them on Facebook and Twitter can have a considerable business impact.
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Nov
11
Two Reasons Online Engagement Matters – Part One
The reputation of a business was once reliant on word of mouth. Today, businesses need to engage with their customers online.
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Nov
04
Three Ways Artificial Intelligence Can Improve Customer Service
In the past, contact centers relied on human capital to handle service interactions. To streamline operations, they have invested in AI.
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Oct
21
Four Features Essential for High-Urgency Customer Service
When responding to high-urgency customer service needs, what are the key factors that a support organization should consider?
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