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  • Find out 6 ways you can reduce customer churn

    by Erina Suzuki | Published On January 21, 2022

    Businesses invest significant resources to generate new leads and convert them into customers. While generating new leads is important for organizations, reducing customer churn for existing customers is just as crucial to any organization’s success.


  • The Four Pillars of Customer Service: Resource Management

    by Erina Suzuki | Published On January 6, 2022

    Oftentimes, we hear organizations emphasizing the importance of customer experience. While the customer experience plays a dominant role for organizations, the employee experience usually gets overlooked.


  • The Four Pillars of Customer Service: Knowledge and Insights

    by Shaundalee Carvalho | Published On December 23, 2021

    Excellent customer service is more than just providing quick, accurate responses to customer inquiries. From chatbots to personalized experiences using CRM integrations, there are plenty of ways to take your customer service to the next level.


  • The Four Pillars of Customer Service: Process Orchestration

    by Erina Suzuki | Published On December 17, 2021

    Customers expect organizations to provide efficient and convenient service whenever they need it, and these expectations only continue to rise. Thankfully, there are multiple ways to enhance customer service at your organization.


  • The Four Pillars of Customer Service: Getting Connected

    by Shaundalee Carvalho | Published On December 10, 2021

    Good customer service is often thought of as simply responding to questions promptly and accurately, which is a good place to start. But when it comes to providing excellent customer service, there’s more to it than that.


  • 7 Customer Service Tips for Optimizing Your Contact Center this Holiday Season

    by Shaundalee Carvalho | Published On December 2, 2021

    The end-of-year holiday season is often one of the most joyous seasons for celebrating with family and friends. However, it is also one of the busiest and most important seasons of the year for customer service. High volumes of holiday purchases naturally lead to high volumes of inquiries related to availability of products, return and exchange policies, terms of sales, and more. That’s why it’s especially important to make sure your contact center is prepared for the holidays. Read on to learn 7 tips for getting your contact center prepared for the season!


  • Contact centers: Protecting sensitive data with critical security controls

    by Erina Suzuki | Published On November 25, 2021

    Contact centers continually generate user data through various media channels. Therefore, it is essential for cloud-based contact center providers to establish and maintain industry-standard security controls to support the handling and storage of sensitive information. Maintaining a secure contact center environment is crucial to minimize the risk of data breaches which may result in damaged reputation, hefty fines, and loss of clients' trust.

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