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Digital ExperienceWhat to consider before moving your contact center to the cloud – security, technology and costs
According to research, 90% of companies who have made the leap to a cloud contact center are satisfied with the move. But that begs the question for those who haven’t transitioned yet: should they make the leap too? Experts share what to consider first.
Digital ExperienceHealthcareHow big data and tech trends are changing the healthcare customer experience
From telemedicine, to data-driven care, to wearables, this article shares the current trends driving healthcare tech today and how it will change the customer experience going forward.
Customer ExperienceCommunications & MediaWhat telecoms are doing right in customer service – Best practices from Telstra, TELUS, and Republic Wireless
To avoid major outages, Telstra used aerial drones to inspect cellular sites and transmission lines for signs of trouble. Here are a few other ways telecoms are keeping up with customer service demands.
Customer ExperienceWhat to consider when outsourcing video chat and SMS customer support
Businesses are increasingly expected to offer support by way of emerging channels. But before your company adds live video chat, Facebook Messenger or SMS to a ‘Support’ webpage, there are things to consider.
Customer ExperienceSix ways to make the most out of outsourced chat support for both customer service and sales
Data shows that customers love chat customer service. But when it comes to outsourcing this support channel, what should you consider to keep CSAT high? Here are six tips from industry experts.
Digital ExperienceHelping customers help themselves: How to offer exceptional self-service
The rise of self-service in customer support empowers customers to resolve product issues and questions, but experts agree - successful self-service shouldn’t end there. Read these tips, including when to outsource.
Trust & SafetyThree things to consider when outsourcing your social media customer service
It’s possible to achieve success when outsourcing social media, but it’s critical to do your homework on the prospective partnership, set clear goals, and integrate people to achieve the best outcomes. Experts share tips.
Customer ExperienceGamesHow to develop a world-class approach to customer service in gaming
A players’ loyalty in gaming should never be taken for granted. From World Gaming to World Gaming League, industry experts share what it means to create amazing player experiences using customer service. Read their tips.
Customer ExperienceBPO: The ideal breeding ground for BPI (Business Process Improvement)
Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.
Customer ExperienceHow to anticipate customer needs
From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.
Customer ExperienceFinancial Services & FintechFour keys to retaining Millennial customers in fintech – industry experts share tips
Are fintech companies doing everything they can to keep the business of Millennials? Experts share four ways to retain your Millennial customers including finding the right partners, adding self-service, and more.
Digital ExperienceCybersecurity: How to excel at customer service in a cybersecurity crisis
Cybersecurity threats are beginning to redefine excellence in customer service. This article explores how to rise to the challenge, even strengthening customer relationships and loyalty - along the way, and after the fact.
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