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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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Improving First Call Resolution rates in your contact center
First Call Resolution (FCR) is a key metric in any contact center. It measures how often a customer's issue is resolved on the first call without the need for follow-up or transfer. High FCR rates not only improve customer satisfaction but also reduce operational costs by minimizing repeat calls. Let’s take a look at why FCR matters and review some practical strategies to improve FCR in your contact center.
Read Now
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Protect Your Business From Cyber Attacks
Cyber attacks are increasing. In fact, the protection of an organization’s data and other computerized assets has become as or even more important than protecting its physical assets. In many cases, the growing emphasis on automating everything from data collection and processing to inventory control can see a data breach or an unexpected malware infection bring the organization’s operations to a shuddering halt.
Cobrowse
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Customer Service
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Customer Service
Shifting from In-store to Online: Customer Service at its Peak
The online market is expanding exponentially, making it critical to get online customer service right. In fact, from 2013 to 2018, it’s estimated that the online market will grow an astounding 57%. The dollar growth from the actual 2014 figure of $294 billion shows a forecast of $414 billion for 2018. That’s a huge shift from in-store sales to e-retail sales.
Customer Service
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Customer Service
4 Compelling Ways Visual Engagement Reflects Customer Service Best Practices
Do you ever feel uncomfortable when approached by a salesperson? For me, it typically happens immediately after I walk into a store. It’s a well-established customer service best practice, but these types of sales-oriented interactions (informed by the underlying assumption of a uniform persona that only really wants my money) just seem artificial. Personally, nothing turns me away from people more.
News
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News
Availability of Glance Visual Engagement Platform on Genesys AppFoundry
Glance Networks has launched its visual engagement platform on the Genesys AppFoundry – a newly available online marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers to discover, research and connect with a broad range of customer experience applications, integrations and services that address their unique customer needs.
Video
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Video
Troubleshooting Online Audio & Video Conferencing
ReadyTalk wrote an article stating that the #1 enemy of online conferences is poor audio quality. We’ve all experienced static, loud background noise, or echo on a call. Not only is it distracting, but it can throw an entire business meeting off course.
Customer Service
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Customer Service
Why do you need a CRM?
A recent study by the Aberdeen Group found that 81 percent of all companies that use visual engagement integrate with a customer relationship management (CRM) solution like Salesforce or Microsoft Dynamics. A technology with such a large adoption rate is nothing to sneeze at. If you want to get in the game and improve your customer service, no doubt you need a CRM as a core technology for your customer experience strategy.
Cobrowse
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Cobrowse
Customer Service
6 Ways Cobrowsing Transforms Customer Service
Cobrowsing is an exciting technology that empowers customer service organizations provide crucial customer support in real time. Agents who cobrowse are able to overcome many of the difficulties service call center support staff experience usually when trying to help clients.
Customer Loyalty
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Customer Loyalty
Customer Service
Top 5 Customer Satisfaction Blog Posts
When companies want to improve all around customer satisfaction and maintain business in the long run, there are several things they can do. Check out these five top blog posts of 2015 to learn more about increasing customer satisfaction in a business.