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Contributor: Mitchell Osak
Posted: 05/23/2013 12:00:00 AM EDT | 0
Not all social media "best practices" are actually the best practices. Read more
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Contributor: Brian Cantor
Posted: 05/23/2013 12:00:00 AM EDT | 0
In 2011, “Watson,” IBM’s artificial intelligence system, proved superior to trivia champions Ken Jennings and Brad Rutter in a game of “Jeopardy.” According to IBM, it is being designed to demonstrate superiority over the typical contact center agent. Read more
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Contributor: Kristina Evey
Posted: 05/21/2013 12:00:00 AM EDT | 0
It's far less sexy to focus on the people who are already doing business with you, but it works if you do this one thing: turn your customers into friends. Read more
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Contributor: Brian Cantor
Posted: 05/21/2013 12:00:00 AM EDT | 1
That is the case with multi-channel customer service. No matter how annoying speakers and writers are when it comes to trumpeting the endeavor, it is a necessary part of the customer management process. Read more
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Contributor: Brian Cantor
Posted: 05/16/2013 12:00:00 AM EDT | 1
If your organization views customer complaints as a burden, let alone a nuisance, it is severely misguided when it comes to customer management. Here are 5 checkpoints at which you will either go in the right or wrong direction when resolving complaints. Read more
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Contributor: Brian Cantor
Posted: 05/14/2013 12:00:00 AM EDT | 0
In both cases, Abercrombie & Fitch is thinking about how a marketing decision will impact its connection to customers. That sounds more like the essence of customer management than an affront to it. Read more
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Contributor: Brian Cantor
Posted: 05/14/2013 12:00:00 AM EDT | 0
Why, then, are Google and Twitter so egregiously poor at effectively communicating with—and serving--today’s multi-channel customer? Read more
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Contributor: Gregory Levin
Posted: 05/09/2013 12:00:00 AM EDT | 0
“Why is morale so low," “Why can’t we hang on to our best agents," "Why do we lose so many new-hires during or right after initial training?” If you often find yourself asking one or more of the above questions, it’s likely due to one or more of the following issues. Read more
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Contributor: Brian Cantor
Posted: 05/09/2013 12:00:00 AM EDT | 0
When it comes to strategy in today’s multi-channel climate, there is investing in social, and there is going social. Read more
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Contributor: Mitchell Osak
Posted: 05/07/2013 12:00:00 AM EDT | 0
Cross-selling is one of the keys to turning a costly contact center into a profit center. But how should you start? How do you get your organization ready to reap the rewards? Here are the three Cs of cross-selling. Read more
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Contributor: Brian Cantor
Posted: 05/07/2013 12:00:00 AM EDT | 0
From Babu Bhatt to annoying agents at customer service desks, part three of our "Seinfeld" series is full of important lessons for customer management professionals. These pretzels are making me thirsty! Read more
| 822 article results |
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Lower the Costs of Your Call Center Operations Without Sacrificing Service
May 7, 2009
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Call Your Callers Before They Call You: Improving CSAT and Reducing Costs with Proactive Notifications
December 21, 2009
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Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results
March 23, 2010
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How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels
July 22, 2010
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