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Digital ExperienceBig Data for the greater good
In the context of customer service, Big Data is invaluable — but that’s not all it can do. Learn how organizations are using data to benefit society by defending human rights, improving public safety and more.
People & CultureWinning with gamification in the contact center
Employees are tired of boring PowerPoint presentations and training manuals as thick as a brick. Discover how gamified work experiences promote engagement and inspire customer service agents to perform at their peak.
People & CultureHow to get employees on board the AI & bots train
Bots are a friend to your customer service team, but they’re often seen as a foe. Learn how to change staff mindset and maximize the AI opportunity.
People & CultureEmployee journey mapping for a better employee experience
If your employees love your company, then your customers are sure to follow. Discover how employee journey mapping can create a virtuous cycle that benefits your team members, your customers and your bottom line.
Digital ExperienceNot your grandma's Interactive Voice Response (IVR)
IVR systems of yore are getting much-needed makeovers. Learn how better design and smart technology are contributing to these new and improved systems that can actually serve as a source of delight for customers.
Digital ExperienceTravel & HospitalityWhy the best travel agent may be a bot
Artificial intelligence is causing a major upheaval in the travel industry, bringing sophisticated recommendation engines that are helping travelers find and book the deals that best suit their specific needs — without having to ask.
Customer ExperienceGamesWhy gamers love video-based player support
A staggering 70% of gamers watch videos on YouTube and Twitch in search of tips and solutions. Learn how to incorporate video-based support into your CX strategy and keep your players in the game.
Digital ExperienceThe cost of customization in the contact center
Leading brands have always understood the power of delivering great customer service on a one-to-one basis. Now, the pressure is on to use technology to scale that level of personalization. Discover expert tips on striking the right balance without breaking the bank.
People & CultureHow to enhance your hiring process with Recruitment Process Outsourcing (RPO)
The benefits of Recruitment Process Outsourcing range from cost savings to a higher caliber of staff — but first, you have to find the right RPO partner. Here’s how to optimize your talent acquisition efforts without busting your budget.
Digital ExperienceTechnologyBuilding your tech company's customer support toolset for scale
When a fast-growing tech company is rapidly growing, it can be tough to take time out to fine tune certain elements of the business, including customer service. Here are some tools to consider when building your customer support tech stack for scale.
Customer ExperienceBest practices for superior customer service through text message
Discover best practices to ensure your brand can successfully execute the unique nuances of SMS-based support and increase customer satisfaction in the process.
Cloud & IT LifecycleStanding on the shoulders of giants: Advice for conducting a successful digital transformation
Discover three key pieces of sage advice from leaders who underwent digital transformation projects in this guest post from IDC’s VP of Customer Care and CRM.
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