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Jan 17, 2020

What’s the Difference Between CRM and CXM?

There’s so much customer data that more focused subsets of CRM software have emerged. This is a tale of two CRMs: Sales CRM and Customer Service CRM, or CXM.
Nov 25, 2019

14 Call Center KPIs You Absolutely Need to Track

Which metrics are most important to measure your team's effectiveness and highlight areas to improve?
Oct 15, 2019

Is Your Social Media Strategy Falling Behind?

Astute SVP Shellie Vornhagen shares four indicators your social media strategy could be headed for trouble.
Oct 08, 2019

12 CRM Best Practices to Get More from Your Contact Center Software

Your CRM is a major investment – that’s why it’s so important to make sure you’re getting the most out of your software.
Apr 30, 2019

What's the Point? 5 Key Objectives for Customer Service Systems

While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
Apr 19, 2019

5 Call Center Training Best Practices You Should Be Following

Leverage these tips and best practices to create a better experience for agents and customers alike.
Mar 07, 2019

What Is a Specialized CRM and Why Should You Care?

Which is right for you, a best-of-breed, specialized CRM or a generalized CRM? Learn the pros and cons of each.
Feb 03, 2019

Differentiating on Service: Why It Matters and How to Master It

80% of consumers would pay more for a better experience. A great product is no longer enough to differentiate.
Jan 09, 2019

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

Optimize your agent desktop experience by embedding valuable knowledge tools directly into their workflow.
Jan 06, 2019

How to Improve Average Handle Time in 5 Simple Ways

Balance efficiency and quality with these five steps to improving AHT while still providing stand-out service.
Dec 20, 2018

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Learn how robotic process automation, or RPA, can make a positive impact on the customer experience.
Mar 21, 2018

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

There's a better way to ensure 100% of your cases are accurately coded. Clean up your data using automation.
Feb 26, 2018

Recall Management Best Practices: 4 Steps to Minimizing Damage

From identifying early warning signs to monitoring customer reactions, here are 4 best practices for managing a recall.
Feb 09, 2018

5 Ways to Minimize Agent Turnover in Your Contact Center

Dealing with upset customers every day is no picnic. Here's how to improve agent engagement and reduce turnover.
Nov 04, 2017

The Evolution of Relationship Marketing

Savvy marketers must understand that businesses no longer control the conversation surrounding their brand.
Nov 03, 2017

Is There a Place for Chatbots in Your Organization?

Chatbots are becoming a viable option within enterprise support settings and for digital customer care.
Sep 22, 2017

Don't Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

It is in every brand's best interest to be focused on supporting your store locations from the start.
Aug 14, 2017

How to Compete with the Top E-Retailers

Consumers love shopping online, but they have quite a few complaints, too. How can retail brands compete?
Jul 04, 2017

Delight Your Customers with Live Chat Support

In today's age of technology, the way we communicate has shifted. Learn how live chat can make an impact.
Jun 27, 2017

How to Break Free from Call Center Scripts

Today's consumers want authenticity, not contrived, scripted experiences. Learn how to move past call center scripts.
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 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 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.
Jan 22, 2017

5 Guaranteed Ways to Make Your Customers Unhappy

Despite countless surveys, terabytes of data, and too many metrics, are you still not exactly sure why some of your customers stay loyal and others ditch you for a competitor? You’re not alone. Because for every expert who touts one set of customer service best practices, there’s another who tells you the opposite will improve your satisfaction and retention. We don’t pretend to have the perfect answer for making your customers happy, but we guarantee it doesn’t include these five strategies.
Jan 18, 2017

3 Tips for Using Video Chat for Customer Service

Many brands are exploring an increasingly popular channel for communicating with customers: video chat. Using live video chat in customer service drives ROI, decreases resolution time, and increases customer satisfaction. Here are three tips for using video chat as a customer service channel.
Jan 17, 2017

4 Reasons You Need to Have a Disaster Recovery Plan

Not having a disaster recovery plan in place could cost your business dearly. According to Forrester, the average time to restore operations from an outage is 18.5 hours. Yet nearly three-fourths of companies are failing in terms of having a business continuity plan. Not having a plan in place puts your customer trust and brand reputation at risk.
Jan 04, 2017

De-Stress Your Agents: 3 Automation Tips

Your agents are one of the most powerful tools in your customer engagement strategy as they work with customers to ensure they are both engaged and happy. In order for them to be successful at this task, you need to remember a critical factor: keeping them engaged and happy as well.
Dec 19, 2016

Up Your Self-Service Game: 4 Tips for Using Virtual Agents

According to Gartner, by 2020, customers will manage 85% of their relationships with brands without ever interacting with a human. With more companies putting virtual agents to work, it is crucial to understand how they can make self-service easier and provide a better customer experience. Here are four tips on how to "level up" your customer self-service offering with virtual agents.
Dec 12, 2016

What is Excellent Customer Service Really All About?

Excellent customer service must first satisfy a consumer’s needs with a resolution of their problem, then meet their expectations for speed, efficiency, and courtesy, and finally “delight” them by creating an emotional connection with the brand. To provide this high level of service, companies need to use smart technology to offer personalized, omni-channel experiences.
Dec 05, 2016

How to Measure Customer Satisfaction

By tracking quantitative and qualitative data from a wide variety of sources, you'll get a better picture of where you stand with your customers. If you limit yourself to only one or two sources, you’ll end up with a false understanding that can lead to misguided business decisions.