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The future of field service management and trends for 2022
Contactless, cashless and self-service abilities mark the new standards for field service. The future of field service brings flexibility and convenience for workers and customers.
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Genesys CEO on the future of contact center tech
In this interview with Genesys CEO Tony Bates, we discuss the intersection of empathy and technology, as well as the future of video in the contact center tech stack.
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Call center vs. contact center: What's the difference?
Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX.
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Customer data platform market heats up again
As companies plan for the post-pandemic reality, customer data platforms are expected to be a bigger part of marketing workflows and other emerging use cases.
Topics Covered
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Customer data management (3) +
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Customer experience (CX) management (7) +
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Customer relationship management (CRM) (6) +
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Customer service technology (5) +
Digital experience management
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E-Commerce (2) +
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Marketing software and platforms (3) +
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Sales technology (2) +
Featured Authors
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Evaluate
Call center vs. contact center: What's the difference?
Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX.
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Ultimate guide to customer service for businesses
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13 customer retention strategies that work
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Benefits of moving to a cloud contact center
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Top 5 challenges in field service management
Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success.
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How to train agents on call center fraud detection
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8 customer service challenges and how to resolve them
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8 ways to improve call center agent performance
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The future of field service management and trends for 2022
Contactless, cashless and self-service abilities mark the new standards for field service. The future of field service brings flexibility and convenience for workers and customers.
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Call center security best practices to protect customer data
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The future of customer service: 12 trends to watch
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Top 7 call center agent performance metrics to track
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E-Handbook | December 2020
Customer upselling gets upgrade from AI, analytics
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E-Zine | November 2020
Sponsored Content
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E-Handbook | November 2020
Evolving customer data platform features set sights on CX
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E-Handbook | October 2020
Contact center roles shift from cost center to profit center
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E-Zine | October 2020
Sponsored Content
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Customer Experience Basics
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buzz marketing
Buzz marketing is a viral marketing technique focused on maximizing the word-of-mouth potential of a campaign or product.
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10 sample customer service email templates
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios.
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Top customer service certifications and courses
Here are some customer services courses to help frontline employees provide customers with a better experience.
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The history and evolution of CRM
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The evolution of customer service
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Customer experience (CX) management
Adobe, Salesforce release tools to enhance retail experience
Adobe to open beta program for store-pickup features developed in partnership with Walmart; Salesforce debuts Datorama features for retailers.
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Contact center software and applications
Genesys CEO on the future of contact center tech
In this interview with Genesys CEO Tony Bates, we discuss the intersection of empathy and technology, as well as the future of video in the contact center tech stack.
-
Customer data management
Customer data platform market heats up again
As companies plan for the post-pandemic reality, customer data platforms are expected to be a bigger part of marketing workflows and other emerging use cases.