Category: Uncategorized
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Digital Infrastructure is at the Heart of Successful Customer Service
When you think of superior customer experiences and world-class customer service, the first thing that comes to mind for most is consumer-facing technologies. While you’re not wrong to think that, the real heart of successful customer service is the backend digital infrastructure behind it.
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Does Your Company Culture Align With Your Outsourced Contact Center?
In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy. In fact, in a recent blog titled, ‘How to Seamlessly Merge Employee Experience and Customer Experience’, we looked at the innovative steps some contact centers are taking to infuse an incredible employee experience…
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Using AI in Contact Centers to Boost Customer Satisfaction
Artificial Intelligence (AI) is a controversial subject. These new technologies are changing the game for many organizations’ customer service strategies by automating time-consuming, repetitive tasks that allows live agents to focus on conversations that require a human element.
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How to Drive Online Retail Sales with a Chatbot
Technology is moving so rapidly that it can be hard for e-commerce businesses to keep up with the latest tools. Some of those, however, can improve an organization’s customer experience and boost revenue – such as chatbots. More than ever before – purchasing clothes, ordering food to hiring a service, e-commerce has become an important…
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How to Seamlessly Merge Employee Experience and Customer Experience
There’s an abundance of information across the internet on the importance of both the customer experience (CX) and the employee experience, but, surprisingly, it’s fairly difficult to find information on aligning them both together. The vast majority of businesses spend their time wondering what comes first, employees or customers. Why not both? By taking care…
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Create a Scalable Strategy That Drives Customer Experience (CX)
An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer, US consumers are willing to spend 17 percent more to do business with companies that deliver excellent service.
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What the Future of Remote Work Means for Contact Centers
The future of work is changing dramatically. A distributed workforce model is the new norm for a vast majority of organizations, in which team members are not in the same physical location when working on a project. This change is largely down to the huge growth in remote workers, a trend that has only increased…
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Surge in Both eCommerce Online Shopping and Customer Service
Emarsys and GoodData’s ecommerce tracking shows revenue up 37% and orders up 54% in April, as the US emerges from Covid lockdowns. The boom in online shopping is expected to transform consumer behaviour forever, as more consumers find they can acquire products they need without visiting brick and mortar locations.
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How Does Interactive Voice Response (IVR) Improve Customer Experience?
If you have read any of our previous blogs, you’ll know just how important the customer experience (CX) is. In fact, in today’s market CX can really be the differentiator between a successful company and a struggling one.
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The Ultimate Contact Center CX Tech to Meet Customers Expectations
High-quality customer service is the key to retaining a loyal customer base for any business. However, creating the kind of customer support system needed to appease every customer is easier said than done.