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9 Customer Service Attributes in Retail and How Do You Improve Them?
…of something along these lines. Nothing beats regular training and role-playing that would equip your employees to handle various customer issues. 4. Product Knowledge and Expertise Employees should comprehensively understand…
Read moreWhat Stops You From Implementing Artificial Intelligence (AI) For Your Contact Center?
…the CLV? What data do you need to understand which customer is likely to go up the value chain? Based on this, you create the AI model and start understanding…
Read more5 Practical Tips to Improve Your Customer Service
…one of our agents will attend to you shortly. They kept playing this for 15 minutes, and I decided to disconnect. Similarly, I tried contacting a utility company to clarify…
Read moreWhat Is the Difference Between Customer Service and Customer Support?
…different soft skills and essential software to complete their roles. Customer support agents will need problem-solving skills combined with knowledge of more technical software solutions. Customer Service Vs Customer Support…
Read moreEverything You Need to Know About Contact Center Speech Analytics
…and transcription, contextual call playback data, tagging and commenting, transcript visualization, and full PCI redaction. The search works in a custom fashion. It includes a highly flexible search engine for…
Read moreThe Cornerstones of Customer Service – How Do You Improve Them?
…and phrases can throw up challenges related to compliance, misselling, and improper knowledge. These red flags would allow you to understand areas where reps are struggling to address customer challenges,…
Read moreAnd the Award Goes To – The Worst Customer Service Examples
…25,000-pound repair bill for water buffaloes in their swimming pool, disregarding expert quotes obtained by the company. Outstanding Outreach – E.ON E.ON receives a special award for evicting a mother…
Read moreMap Your Customer Journey to Offer a Better Customer Experience and Improve Customer Loyalty
…your CX right? Gauging the customer’s perspective is essential to understanding their experience with the brand. This is the only way you can address the complaints at the root and…
Read moreThe Rising Adoption of Cloud-Based Contact Centers Is Fuelling the CCaaS Market Growth
…of their customers from a single interface. According to a recent insight report by Forbes, 61 percent of executives reported that their companies operate at least three communication platforms. At…
Read moreWhat Is the Difference Between Omnichannel and Multichannel?
…and involves using all available channels to deliver a unified customer experience. In comparison, multichannel means using more than one channel centered around the product or service. Let us look…
Read moreCrafting a Customer Experience Symphony With Cloud Technology
I come from a generation that has seen the evolution of the e-commerce industry, which, in many ways, has changed the way we look at customer experience. In the late…
Read moreThe Synergy of Technology and Empathy in Customer Experience
…companies and brands to stand out. While technology can offer hyper-personalized interactions with customers, the people in the company are the ones who keep the customers engaged and build loyalty….
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