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Let Me Do It Myself: The Rising Importance of Self-Service and New Consumer...
Today’s self-reliant consumers want fast, effortless access to information and services — using the channels they prefer and increasingly, the ability to solve customer service problems on their own....
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Roadmap to Your Next-Generation Contact Center, Part 3
If you’re among the majority of business leaders who now view customer experience as a strategic imperative, you may be looking at 2013 with an eye toward gaining momentum in your journey toward...
View ArticleThe Always-Online Consumer and the Fluid Contact Center Experience
As we have chronicled many a time in this blog, consumer communication is constantly changing. New devices, new channels, and new trends often converge to thwart the customer contact world’s best...
View ArticleHow Contact Centers Can Help Break Down Communication Silos
You know times have changed in your industry when the old terms and phrases no longer seem adequate, or worse yet, when they begin to feel limiting. That’s where we are in the customer contact world,...
View ArticleBenchmarking for Customer Service Improvement and Growth
It’s safe to say that providing great customer experience is a linchpin for many companies today. In a recent post, we noted that 67% of organizations said that improving customer experience is in...
View ArticleHow to Improve Your Customer’s Service Experience
In recent months, we discussed the benefits of benchmarking to jumpstart a company’s growth and provide realistic goals for improvement. In her webinar on the subject, Kate Leggett, Principal Analyst...
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New Strategies for Customer Experience Governance in the Contact Center
Companies pledge many things to their consumers. From low prices guarantees to lenient return policies, these promises raise the bar for customers’ expectations. When these expectations are not met,...
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Infographic: Forrester Study Reveals What Customers REALLY Want from...
We live in a culture of smart phones, messaging apps, texting, email and links to “Chat With A Representative Now!” Self-checkout lanes at the grocery store are more popular than ever, and one-third of...
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10 Customer Experience Trends to Watch in 2016
Not all customer service is “good” service. A busy contact center doesn’t necessarily mean your agents are delivering experiences designed to keep those customers coming back. Good service – whether...
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Customer Service Leaders: Forrester’s Ian Jacobs Answers Your Top CX Questions
We live in a culture of rapidly accelerating technology. As a result, today’s customers are among the most empowered, engaged and demanding consumer base the market has ever seen. Meeting the...
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