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CSAT
Customer Experience
All You Need to Know About CSAT To Drive A Better Customer Experience
There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations....
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Call Center Occupancy
Customer Experience
Understanding Call Center Occupancy in the Contact Center and How To Optimize It
In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak...
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Contact Center Automation
Contact Center
Contact Center Automation Guide: Definition, Benefits, Best Practices
Contact centers are all about customer satisfaction, experience, and issue resolution. Automation is all about optimizing and improving processes and...
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Churn
Customer Experience
Customer Churn: Definition, Formula, Causes & Tips to Improve
Customer churn in the age of information is a fact of life for every business in every industry. Customers have...
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call deflection
Contact Center
Call Deflection: The Key to Enhancing Customer Satisfaction in 2022
Increasing call center volumes are becoming a problem for companies worldwide. Customers are frustrated by wait times and are, therefore,...
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point correspondence
Customer Experience
A Breakthrough in Point Correspondence: Mitigating “Outliers”
Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step...
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Customer Effort Score (CES): Your Complete Guide to Earning One
Customer Experience
Customer Effort Score (CES): Your Complete Guide to Earning One
What should take effort? Building a deck - yes. Saving for a down payment - yes. Earning a Master’s degree...
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3 Ways to Improve your Customer Experience with Warm Transfers
Customer Experience
3 Ways to Improve your Customer Experience with Warm Transfers
"Good morning, you've reached Alice at Quality Insurance; how can I help you today?" You explain that you are following...
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3 Observations From Field Service Medical 2022
Customer Experience
3 Observations From Field Service Medical 2022
If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a...
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We Ate the Dog Food!
General
We Ate the Dog Food!
Well, not literally. It’s an expression used when employees, especially leadership, actually use their own products or services the same...
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Five Strategies To Boost Customer Experience in Telecom
General
Five Strategies To Boost Customer Experience in Telecom
Customer service has always been important for building and maintaining a competitive edge in the telecom industry. That hasn't changed...
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Customer Self-Service: Pros, Cons, Examples
Customer Experience
Customer Self-Service: Pros, Cons, Examples
Let's start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer...
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First Call Resolution: Definition, Challenges, Best Practices
Contact Center
First Call Resolution: Definition, Challenges, Best Practices
There is some good news on the customer service front. According to Microsoft’s Global State of Customer Service Report, 63%...
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Augmented Reality (AR) Remote Assistance: Definition, Applications & Benefits
Customer Experience
Augmented Reality (AR) Remote Assistance: Definition, Applications & Benefits
Remote assistance AR has gained immense popularity and is expected to continue evolving and seeing growth in 2022 and beyond,...
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10 Innovative Ways Companies are Winning with AI Today
Business Operations
10 Innovative Ways Companies are Winning with AI Today
It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any...
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