• 7 Essential Skills Every Call Center Agent Should Master

    The definition of great customer experience may be evolving everyday, but one point remains the same: Skilled agents are always essential. As customers continue to demand authentic and humanized experiences, every brand needs to ensure that its call center agents have the proper skills to deliver excellent service. Here are seven skills every agent, through proper training, should master...

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  • How to Use Big Data to Enhance Customer Experiences

    Big data has been a key player in customer engagement for some time now, and it promises to remain that way in the new year. According to IDC, global big data and business analytics revenues are forecast to reach just over $180 billion in 2019, showing an increase of more than 50% over a five-year period. While brands have...

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  • 6 Essential Tips for Achieving First Contact Resolution

    Timely customer service should always be a top priority for companies. However, acting swiftly without compromising quality, personalized customer service can indeed be a challenge. First contact resolution, or FCR, is an important metric for many contact centers as it indicates just how successfully customer cases are being resolved in a single interaction. Here are six tips for achieving...

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  • 7 Reasons Social Customer Service is Essential for Every Brand

    As social media continues to grow in popularity, the same can be said for social customer service. As fast-paced and often public channels for communication, it’s no wonder that customers embrace them to engage with brands when they need quick and direct answers to their questions. Indeed, the following statistics illustrate just how essential social customer service has become,...

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  • 5 Tips for Creating Effective Customer Feedback Surveys

    Knowing how your customers feel is essential to giving them the best service possible. But does your brand know which questions to ask, or how to best reach your customers? Customer feedback surveys need to be well-crafted, and the channel of delivery is vital to engaging efficiently with your customers. Here are five tips for creating effective customer feedback...

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  • 7 Customer Engagement Trends to Follow in 2017

    Customer engagement experienced quite an evolution in the past year. New technologies paved the way for both seamless and increasingly innovative customer experiences, redefining the role of human agents in customer service. But the power of the personal touch is still essential: In 2017, customer engagement will be marked by a need to balance the cutting-edge technologies that drive...

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