software and soft skills

Why Digital Customer Service Depends on Software and Soft Skills

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If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in […]

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The Digital Revolution: Best-in-Class Digital Experiences

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In an earlier post, The Digital Revolution, Rising Consumer Expectations, we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center Today in most company’s ownership of […]

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workforce optimization

Gain Workforce Optimization Tips from Top Brands

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Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing […]

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digital customer service

5 Key Technologies for the Future of Digital Customer Service

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We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows. Digital customer service is evolving quickly, and this change hopefully comes in […]

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The Problem with Doing Nothing in the Contact Center

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Boston is famous for its meandering streets that seem to take the long way to where you need to go.  Folklore tells of how the trails of aimlessly wandering cows were simply paved over. This may not be true, but it serves to illustrate a point. When we become complacent with inefficiencies they can become […]

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boost revenue

Boost Revenue in 8 Easy Steps

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What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost […]

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building chatbot

Cheat Sheet for Building the Best Chatbot

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The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created […]

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