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Better CRM case data means better insights, but ensuring accuracy can be time-consuming. Learn how to automate QA of 100% of your case data in our webinar on Tuesday, February 27 at 1:00 PM ET.

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Blog

Feb 09, 2018

5 Ways to Minimize Agent Turnover in Your Contact Center

Contact center agents are on the front lines with customers every day, and the customers aren't always happy. The stress of this role can take a toll on agent happiness and the quality of service they are providing. This often leads to agent turnover, a problem many contact center's face. It happens because agents aren't always receiving the tools they need to effectively deliver great customer support. From the interface they use to their scripts, here are five ways to improve agent engagement and reduce turnover in the contact center.
Feb 05, 2018

From Piggly Wiggly to Chatbots in 100 Years

Chatbots are here to stay and are quickly becoming the sound of doing business at home, in the office and on the road. Learn more about how self-service has evolved over the past century.
Jan 30, 2018

6 Ways to Deliver In-App Support for Customers on the Go

Sixty-seven percent of enterprises budget more than $250,000 for their mobile solutions. Of that, twenty-five percent are budgeting over $1.5MM! Yet somehow, these apps are lacking a key ingredient: effective in-app support.
Jan 16, 2018

PR Crisis Management in a Social World

It happens every day—a new PR crisis. In fact, it’s always happened. But with social media it seems to happen even more because we hear about so many of them within minutes. In fact, a PR crisis can spread internationally over social media within an hour.
Jan 05, 2018

Understanding the 3 Voices of Customer Data

Many companies are struggling to understand and meet customer expectations. This is one of the most compelling reasons why companies are taking advantage of voice of customer data (VOC). Before you can get a realistic view of your customer experience, you need to educate yourself on the three different customer voices.
Jan 02, 2018

Engaging Millennials, Part 6: CPG Brands Must Help Customers Help Themselves

In our Engaging Millennials blog series, we've explored how this generation is re-shaping various industries, and what brands can do to improve engagement among their younger customers. The final edition in the series focuses on how CPG brands can unify the customer experience across channels.
Dec 19, 2017

Implementing a New KMS? Avoid These 7 Pitfalls

Be honest, have you ever seen a project that went smoothly from start to finish? It’s about as rare as spotting Santa coming down the chimney or Bigfoot traipsing through the forest! Implementing a new knowledge management system (KMS) is no exception. Despite all your best intentions, you will inevitably encounter a few pitfalls along the way. But if you know what’s coming, you can do your best to avoid them.
Dec 14, 2017

Engaging Millennials, Part 5: A Digital Concierge for the Digital Generation

In the fifth installment of our Engaging Millennials blog series, we're exploring the travel and hospitality industry and what brands can do to capture the loyalty of the newest generation of guests.
Dec 08, 2017

Is Real-Time Analytics Right for Your Organization?

Because of the sheer amount of uncaptured data that currently exists, and the value that data holds, technological innovation – including automation technologies – has made real time analytics a reality. Is now the time to take the plunge?
Nov 29, 2017

Engaging Millennials, Part 4: Preparing to Takeoff with Loyalty

Millennials' habits have caused them to be labeled as "experience-driven," which has shifted the way brands market their offerings to them. In part four of this series, we look at how airlines are re-targeting their efforts to capture the loyalty of this generation.