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Simulated Learning Empowers Associates to Solve Complex Customer Calls

In the eyes of consumers, every call qualifies as complex—that’s the underlying reason for their query, after all. Each problem they encounter sparks confusion and frustration. To avoid...

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The Contact Center of the Future and Its Role Delivering an Outstanding Customer Experience

Companies have the opportunity to leverage their contact centers to truly address customer needs – even predict and anticipate them – and those that do will optimize customer experience...

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Two Data-Driven New Year’s Resolutions for Digital Entertainment Providers

As we move bravely into 2015, it’s a great time to think about steps that can be taken to make improvements to our businesses. Many executives in this industry have two areas that are top of...

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Six Steps to Achieving Personalized Chat Interactions

A growing number of companies are experiencing the benefit of online chat for customer service and sales as a powerful, cost-effective engagement platform. However, the key for effective chat is to...

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Understand These Five CX Changes in Banking for a Stronger Competitive Advantage

We all know by now that rising customer expectations and changing behaviors are compelling banks to consider how they can improve their response to customer needs.Many advanced strategies to...

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The Biggest Trends to Dominate the CX Landscape in 2015

As 2015 approaches, it’s time to look ahead to the coming predictions and trends that will help shape companies’ customer experiences and give them a leg up over the competition. I...

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From Concept to Reality: A Glimpse at Your Automotive Experience in 2020

Within the past decade, the process of researching and buying a car has radically changed with customers accessing myriad sources of online data and decreasing their dependence on showroom visits....

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Optimism: A Driving Force of Human Evolution

No, it’s not your imagination. The pace of change is quickening as technological innovations are happening more rapidly. Every new innovation is the result of a combination of previous...

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Five Next-Gen Healthcare Employee Empowerment Tips for a Superior Patient Experience

In traditional employee training programs, new hires go through rigorous programs. Rather than run through the “kitchen sink” of industry, technical, and procedural lessons in a module...

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Ten Things to Ask Yourself About Financial Services Customer Experience Technology

The financial services industry is undergoing massive disruption. The onslaught of industry regulations, changes in consumer behavior and demographics, and the emergence of new market entrants such...

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