Articles
Tag: customer service (page 5)
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Bringing Customer Experience and Automation to the Last and First Mile
This CXM trifecta of value, fragility and automation is a tricky one to get right, especially when looking at the first and last mile of customer experiences.
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Automation Anywhere Releases New Contact Centers Solution
Automation Anywhere released its latest addition, Automation Anywhere for Contact Centers, an AI-driven automation solution.
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Gushup Acquires Dotgo to Extend Conversational Messsaging Capabilities
Conversational AI software company Gupshup announced its acquisition of Dotgo last week to extend conversational messaging platform capabilities.
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Sprinklr Announces Sprinklr Modern Care
Sprinklr today announced its new AI and automation features — dubbed by the company as the “next generation of Sprinklr Modern Care.”
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Does Your Business Have a Customer Support Bill of Rights?
Does your business have a customer bill of rights? This simple set of expectations can show customers that you truly care.
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A Guide to Marrying Bots and Humans for Exceptional Customer Service
At this point in time (and for the foreseeable future), a chatbot's success is largely defined by how it facilitates the handoff to the human agent.
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4 Examples of Customer Experience Initiatives and Implementations Gone Wrong
Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience efforts go awry.
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Why You Need a Holistic Customer Service Transformation Strategy
Companies know it’s not easy or simple to fast-track digital customer service transformation. Now it's time to get out in front.
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We've Forgotten the Most Important Part of Personalization
As a marketing or CX leaders, does it ever feel as if some essential yet undefined quality of personalization continues to evade your grasp?
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Why Are More CIOs Focusing on Customer Experience?
Coming out of the pandemic, reports find chief information officers (CIO) more immersed in customer experience than in the past.
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Customer Experience Strategies to Annoy or Delight Your Customers
No company goes out of its way to produce miserable customer experiences. And yet, they happen.
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Call Centers vs. Contact Centers: Understanding the Key Differences
What are the differences between a call center and a contact center and why does it matter for customer experience programs?
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How to Communicate Bad News to Customers
Despite a company’s best efforts, things do go wrong. How a company communicates that news to customers can make or break the relationship.
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6 Essential Call Center Agent Skills and Traits
Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent?
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