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Bring yourself up to speed with our introductory content.
Get started
Bring yourself up to speed with our introductory content.
Best practices for initiating chatbot-to-human handoff
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading
Evolving contact center services reshape engagement strategies
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
social media influence
Social media influence is a marketing term that describes an individual’s ability to affect other people's thinking in a social online community. Continue Reading
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The difference between autodialers and predictive dialers
Some people don't know that a predictive dialer is a type of autodialer. There are, in fact, five broad categories of autodialers contact centers need to know about. Continue Reading
8 live chat best practices for organizations to consider
Organizations find that live chat can be a means to improve customer experience -- when implemented correctly. Here are some best practices to put into action. Continue Reading
10 things to know about Google Cloud Contact Center AI
Google has partnered with more than 90 different companies to roll out its contact center AI. This article lists 10 important things you need to know about the program.Continue Reading
The art and science of digital experience management strategies
Businesses need a well-rounded view of customers to provide innovative, personalized digital experiences. In this handbook, learn the techniques and tools of the trade.Continue Reading
Digital CX vs. customer experience: What's the difference?
While similar, digital CX and customer experience are different. The former focuses on digital communication tool experiences, while the latter is the overall brand perception.Continue Reading
Customer data management tools shape personalization, boost CX
In this guide, learn about the many tools, including customer data platforms, that collect and analyze data from disparate sources and provide a single, 360-degree customer view.Continue Reading
5 Gen Z marketing trends for businesses to consider
Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips.Continue Reading
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customer experience (CX)
Customer experience (CX) is the sum total of customers’ perceptions and feelings resulting from interactions with a brand’s products and services.Continue Reading
How to create a great customer experience strategy in 6 steps
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience.Continue Reading
Customer service vs. customer experience: What's the difference?
Customer service is an age-old concept, but where does it fit into the customer experience? Here's how the two are different and where they intersect.Continue Reading
relationship marketing
Relationship marketing is a customer relationship management strategy designed to encourage strong, lasting customer connections to a brand. The goal is to generate repeat sales, encourage word-of-mouth promotion and gather customer information.Continue Reading
call center
A call center is a centralized department to which phone calls from current and potential customers are directed.Continue Reading