Articles
Tag: customer support
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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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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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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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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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Balancing AI and the Human Touch in CCaaS Deployment
AI in CCaaS offers many benefits, from cost savings to improved customer satisfaction. How will this tech reshape the future of contact center operations?
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Knowledge Management Is the Foundation of Good Customer Experience
A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why.
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What Is Average Handle Time (AHT) and Does It Impact Customer Experience?
Average handle time (AHT) is a key metric that can help contact centers streamline their operations and improve customer satisfaction.
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What Is a Call Center? A Detailed Guide
Today, almost all organizations handle both email and telephone queries. This means the call center and contact center labels are often used interchangeably.
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The ROI of Investing in Customer Service Training
When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand.
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Applying 2 Years of Customer Experience Lessons for 2022
Customer experience professionals share their lessons learned during the pandemic and what to focus on in 2022.
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Microsoft Looks to Drive More Benefits From Dynamics 365 Voice
As companies look to derive more benefits from their Voice of the Customer programs, Microsoft plans numerous updates to Dynamics 365 Customer Voice.
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CMSWire's Top 10 Call Center Articles of 2021
We present CMSWire's 10 most popular call center articles from 2021.
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Call Center Leadership: Looking to the New Year
Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes.
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