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Text, Call or Email: Customers' Preferred Contact Method Revealed
How do customers want to get in touch with your company? Are phone numbers obsolete? What about email, chat, text, and social?
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How to Reduce Attrition in a Call Center
The demanding nature of call center work, coupled with low pay and unsatisfying work conditions, often leads to employee dissatisfaction and burnout....
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The Value of Voice in Customer Experience
When it comes to customer interactions, voice matters. Customers like to feel that their requests are understood when they contact customer support....
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Omnichannel vs. Multichannel: Are They the Same Customer Experience?
Customers want to connect with brands across multiple channels on their preferred platforms. These shifting expectations have paved the way for two...
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10 CX Myths: The Truth About Customer Experience
Customer experience is an important part of any business. A good customer experience can lead to increased customer satisfaction, loyalty, and...
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5 Ways to Build Customer Trust with CX Investments
We all know customer trust is important, but the stats reveal just how important. Studies show 81% of consumers say they will not do business with...
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Tips for Contact Center Automation: ACD vs. IVR vs. IVA
Evolving customer service expectations push companies to rethink historical approaches to customer service and experience. Now, the contact center...
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How Virtual Agents Improve Retail Customer Service
E-commerce and online shopping continue to increase in popularity among consumers. This shift has forced brands to enhance retail customer experience...
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An Introduction to Natural Language Processing
Can you have a natural-sounding conversation with a machine? Modern technology attempts to bridge the gap between human-to-human and human-to-machine...
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The Future of Employee Experience in Contact Centers
The job market is undergoing a transformation, with people thinking critically about where and how they work. At the same time, consumer demand for...
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How Cloud Contact Centers Add Value to the Customer Experience
Providing an outstanding customer experience is essential, especially as businesses focus on modernizing communications to expand their existing...
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4 Steps to Build, Train, Test, and Deploy Conversational AI Solutions
Conversational AI is rapidly becoming a critical tool for businesses of all sizes. It can help businesses improve customer service, increase sales,...
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Virtual Agent Benefits and Trends for 2024
In the realm of customer service, technology has led the way in driving significant advancements, with virtual agents emerging as one of the leading...