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Blog

Jun 20, 2017

Bots and Humans: Working Together for Smarter CX [Video]

To deal with rising customer expectations, many companies are implementing Artificial Narrow Intelligence, or ANI, which is when a computer program is smart enough to do one thing really well. ANI can crawl through terabytes of data to bring your customer the exact answer they need at the moment they need it. Watch the 2-minute video to learn more.
Jun 01, 2017

Proactive Customer Communication in 5 Simple Steps

The concept of anticipatory service has been around for decades (Ritz-Carlton has built a brand around it), but while today’s customers are still delighted by that level of attention, what they really want is for you to make their lives easier. And that takes proactive communication. Follow these five simple steps to get started.
Jun 08, 2017

How to Improve Escalation (and Delight Your Customers)

When your customers are unable to resolve issues on their own, or are being handed off to another team, their frustration levels often increase. The key to delighting customers is not surprising them with over-the-top gestures, but delivering the experiences they truly want and expect. Learn the most important factors for your escalation strategy and how to improve.
Jun 18, 2017

Gain a Competitive Edge with Voice of Customer Insight

A sophisticated voice of customer program provides a competitive edge. In fact, firms with VOC programs have been shown to outperform their competition across a variety of metrics, including revenue, Net Promoter Score, and first contact resolution. Learn about the factors that matter for VOC programs, and how to optimize each one.
Jun 04, 2017

Personalized Customer Experience: How to Rise to the Challenge

As consumers, we share a lot of data with brands -- personal information, purchase history, preferences, and so on. Because of this, consumers rightfully expect companies to leverage that data to personalize experiences. In fact, personalization has been shown to increase online sales and website performance by 19% over a 12-month period.
Jun 21, 2017

The Myth of Fully Automated Customer Service

Most companies, at one point or another, have considered the possibility of automating their customer service. Some even see it as their long-term goal, just waiting for the technology to advance a little further. And who can blame them? A significant reduction in personnel costs is always tempting. But complete automation neglects the most important factor in customer service—the customer!
Jun 23, 2017

Integrate Social Media into Your Customer Care Service Model

Gone are the days when your customers were willing to wait a day or two for a response. The immediacy of social networks is leading to new interaction norms between brands and consumers. Not only are channel preferences changing, response expectations are shifting as well.
Jun 26, 2017

Product Updates: June 2017

See some of ePowerCenter's latest agent efficiency updates, like case auto-recovery and mandatory form fields.
Jun 23, 2017

7 Customer-Friendly Ways to Increase E-Commerce Revenue

How many times have you visited an e-commerce site, ready to shop ‘til you drop, only to end up frustrated? While you can't do much to change how other companies treat their customers, you can take steps to provide a much better experience for your own (and set yourself apart from your competitors while you do). These seven tips can help you increase e-commerce revenue without sacrificing customer relationships.
Jun 27, 2017

How to Break Free from Call Center Scripts

Many organizations began turning to a call center script to ensure customer service agents could maintain compliance and provide consistent information with very basic training. But today's consumers want authenticity, not contrived, scripted experiences. And every experience counts -- with social media, online reviews, and word-of-mouth, stories about your company (both good and bad) spread faster than ever.