Articles
Call Centers
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Customer-Centric Missions Keep Frontlines Prepared for the Unexpected
When your entire organization has a siloed view of customer experience, the mission is lost, and customers pay the price.
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What Is Knowledge-Centered Service, and Why Should Customer Service Leaders Care?
Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention.
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Customer Service Agents Simply Want a Fair Shake
A career in customer service can be challenging and service agents' efforts are often underappreciated across the organization.
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Why the Subscription Economy Needs to Focus on Customer Retention
In the subscription economy, brands need to react quickly to keep customer churn to a minimum.
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Qualtrics Partners With SAP to Aid Contact Center Customer Experience
Qualtrics and SAP have partnered to help contact centers enhance customer experience.
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TCN Launches Data Explorer for Call Center
TCN has debuted a data tool for its contact center platform.
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Customer Care Must Become More Social
Are you using social channels to promote your brand? We need to get better at building these customer relationships.
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A 4-Step Recipe for Improving Your Contact Center Agent Experience
Delivering exceptional support continues to be the outlier as opposed to the norm.
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It’s High Time Knowledge Management Went Omnichannel
The knowledge management infrastructure used by businesses needs to be omnichannel, but far too often, it still isn’t.
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Observe.AI Raises $125M for AI-Assisted Contact Center Product Development
Observe.AI nets $125 million to boost contact center software offerings.
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Helpshift Wants to Bring Customer Support to the Metaverse
Mobile, AR, and VR experiences can now be supported by the new Metashift solution.
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Google Says It 'Reimagines' Contact Center Customer Experience With New Solution
With the Google Cloud Contact Center AI Platform, Google now provides an out-of-the-box contact center solution.
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How Should a Voicebot React to Verbal Abuse from a Customer?
How do you think a voicebot should respond to an insult, a slur or a misogynistic comment from a customer?
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3 Ways CX Can Become a Driver of Business Strategy
Customer experience today doesn’t just support the business, it often is the business.
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