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August 28, 2014
Mike Hennessy |
5 Best Practices for Deploying an Intelligent Virtual Assistant The right technology can help customers, increase sales, and boost your brand.   |
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December 4, 2015
Gregory Pal |
Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
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October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
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July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
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August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
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November 5, 2015
Marge Connelly |
Bigger Data vs. Smarter Data? Smarter Wins Mining customer interactions for compelling insights can drive big gains. |
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David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
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May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
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December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
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August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
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July 15, 2015
Subramaniam & Sharma |
Do You Feel Your Customers' Pain (Points)? A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
April 1, 2006
Colin Beasty |
Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money. |
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May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
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July 2012
Leonard Klie |
Listening to the Voice of the Customer As companies adopt voice of the customer solutions, customers expect them to act on their feedback. |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
CRM
September 2014
Leonard Klie |
When VoC and VoE Combine Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences. |
CRM
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
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January 1, 2007
Kate Leggett |
The Informed Agent Customers are searching for a good service experience and will pay a premium to be assured of such service. Only when you have a receptive customer base can you be successful at marketing to them. Help drive customer loyalty with sophisticated knowledge retrieval methods. |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
CRM
July 2012
Donna Fluss |
Social Media Belongs in the Contact Center When marketing works with customer service, customers and enterprise benefit |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
CRM
December 23, 2011
Daniel Ziv |
The Social Customer Strikes Back Avoid customer service faux pax with a proactive approach. |
