Knowledge for customer service leaders

Is AI a Job Killer or Enabler? 3 Reasons AI Redefines Not Replaces Jobs

Let's think about how AI and humans can do better together. The concept of AI replacing jobs is misinformed and unfounded. AI will not be a job killer but a job creator and help humans work better.

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When Your Agents are Your Product, EX is a Must

Customer support organizations have it rough. Many companies have an employee turnover rate that is 2 to 3 times higher than other industries, which makes it hard to maintain a respectable level of continuity, and even harder to provide an exceptional customer experience.

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Chatbots, Live Agents, or Augmented Agents - Which is Best for You?

Before deciding what chat service you'd prefer to see implemented into you company, take a look at some of the drawbacks and advantages behind each type of chat solution.

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What are Predictive Analytics, and How Do They Work?

Put simply, predictive analytics describe the use of statistics and modeling to determine future performance based on current and historical data.

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Do You Know Why Your Customers Are Contacting You?

Knowing why your customers are contacting you can always help you improve your customer experience (CX). But gathering this information can be nearly impossible. This is especially true when you are dealing with thousands upon thousands of customer support requests daily.

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The Technologies Powering Happy Customers

Advancing technology has created new Customer Service techniques to ensure a positive Customer Experience not only for the consumer, but the agent as well.

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The Art of Differentiation: Customer Service, Customer Care, and Customer Experience

Recognizing the significance roles Customer Care, Customer Experience, and Customer Service individually play in ensuring a company's growth.

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The 5 Most Notable Customer Service Failures and How You Can Easily Avoid Them

Learn what the most common mistakes are in costumer service that cause companies to loose business and what you can do to ensure it doesn't happen to you.

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Pros and Cons of CX Metrics

CX metrics - like NPS, CSAT or CES - utilize answers provided by customers to directed questions about their experiences with your brand. Yet, there are many issues with simply following these statistics blindly.

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The Growth of Customer Experience Management (CXM)

There is a shift in the market. Sellers used to have all of the power. But in the age of social media, product reviews, and lower switching costs, CXM is starting to rise.

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Leveraging Digital Customer Support to Provide Exceptional CX

Forward thinking companies have shifted their business model to accommodate these new, digital, customer expectations.

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NPS vs CES: How to Tell the Difference Between "Delighting" Customers and "Making it Easy" on Them

Both the net promoter score and customer effort score are effective metrics for estimating customer loyalty. But which one should you be focusing on?

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