• The Dominance of Voice as a Preferred Customer Service Channel

    Many contact centers nowadays utilize an omnichannel strategy for customer service with the hope of reaching the greatest possible audience. When done right, this can be an excellent approach to meeting the demands of customers and marketing a brand. However, the rising popularity of chat and social media have not diminished the value of the traditional customer service channel:...

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  • Optimizing Customer Service on Facebook

    Contact centers that utilize social media channels to deliver customer service may think that all channels are alike. In reality, every social media site has its own characteristics which companies must consider to attain exceptional customer service. Facebook maintains great popularity as a social customer service channel. Unlike Twitter, which tends to be conversational and move fast with limited...

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  • Keeping Up with Customers through Social Customer Service

    Technology has changed the way we communicate, as nowadays we connect on channels that did not even exist ten years ago across numerous, equally novel, electronic devices. In this era of constant connectivity, people have grown used to demanding and expecting faster communication—quick questions and even quicker answers. With the rise of social media sites, customer service has been...

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  • Winning Over Customers with Proactive Customer Service

    Traditionally, customer service has often been viewed as a reactive means of handling customer concerns. While contact centers play a pivotal role in managing this critical aspect of business, taking the extra step toward pleasing customers before an issue arises-or just for the sake of pleasing them-can be key to winning them over. Here are five ways to deliver...

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  • Securing the Contact Center with PCI DSS Compliance

    With the numerous interactions customer service agents handle day to day, contact centers are entrusted with handling volumes of personal and sensitive customer data—namely, their credit card information. Yet notable incidents such as American retailer Target’s massive data breach in 2013, which compromised the credit and debit card information of 40 million customers, and the most recent Apple Pay...

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  • Visual IVR Gives Customers An Effortless Mobile Experience

    Delivering excellent mobile customer service is a must nowadays for businesses with the ever-prevalent use of smartphones. Consumers like to access information on the go, and many reach out to contact centers for support from their mobile devices with the hope that service will be quick and efficient. Companies keeping up with this trend may have optimized their website...

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  • Innovating Customer Experience Through Twitter

    Social customer service is a rapidly growing trend and sign of the times. Customers nowadays are eager to get quick answers on their favorite social media sites, sometimes on the go. While networking sites such as Facebook, Linkedin, Google Plus, Pinterest, and Instagram provide excellent platforms for marketing and customer service, perhaps the most conversation-centric site demanding extra attention...

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  • How Do Your Customers Feel? The Importance of Customer Satisfaction Surveys

    When customer service agents respond to customer concerns, do they understand how the customer feels at the end of the exchange with the representative? To deliver excellent customer service on any channel—whether it be by phone, chat, SMS, email, or social media–it’s not enough to handle concerns in a timely and professional manner. Customer satisfaction surveys allow companies to...

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  • Don’t Make Your Customers Think – The Effortless Customer Service Experience

    Many companies heavily invested in customer service take the approach of pleasing their customers as much as possible. Indeed, it may seem that offering constant discounts, sending thank-you messages or simply being extra gracious on the phone are all key to maintaining customer loyalty. These steps may be important, but what many companies do not realize is that constantly...

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