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Blog

Agent Efficiency

Featured
woman smiling at email reply illustrating building customer loyalty with email automation
Featured
Feb 4, 2021

Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help

Customer service automation helps companies with providing exceptional customer service and building customer loyalty.
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Featured
Person showing thumbs up and thumbs down
Featured
Jan 15, 2021

Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers)

Closing the customer feedback loop can help turn bad experiences into good ones, and make good experiences even better. Here's everything you need to know.
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Featured
woman holding out hand to signal stop doing things that compromise efficient customer service
Featured
Jan 7, 2021

Want More Efficient Customer Service? Stop Doing These 5 Things

Efficient customer service is impossible when these 5 things stand in the way. Learn how to improve efficiency, enhance CX, and drive revenue.
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Featured
Contact center agent smiling talking on headset.
Featured
Dec 15, 2020

CRM Selection Checklist: How to Find the Right Customer Engagement Solution for You

Looking for a customer engagement CRM solution, or looking to switch to a new one? Here are some ideas to help get your research started.
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Featured
Woman with headset in contact center
Featured
Nov 18, 2020

Call Center Capacity Planning: 3 Ways Automation Can Help

Well-executed call center capacity planning can be the difference between excellent and frustrating support experiences for agents and customers alike. See how automation can help.
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Featured
smiling call center agent making use of call center automation for email
Featured
Nov 3, 2020

Call Center Automation: 7 Ways Email Automation Impacts Customer Care & Beyond

Call center automation impacts more than just customer care. Specifically, email process automation can make a huge difference in the workflow of multiple teams.
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Featured
Hand pointing to chatbot graphic
Featured
Oct 21, 2020

AI Customer Service: How It’s Helping Brands Boost CX

Artificial intelligence is helping brands elevate customer service and meet customers' growing expectations for fast, efficient support.
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Featured
professional woman working on laptop creating customer service response templates
Featured
Oct 8, 2020

Customer Service Response Templates: 8 Do’s and Don’ts for Replying to Customer Emails

Email templates give agents a solid jumping-off point and enable faster replies. Follow these tips to make sure your customer service email responses are on point.
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Featured
3 face masks on a table
Featured
Aug 25, 2020

4 Ways Brands Can Prepare for a Second Wave of COVID-19

In the event of a second wave of COVID-19, brands must prepare to best support and inform customers and empower employees.
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Featured
woman live chatting on laptop
Featured
Aug 21, 2020

Live Chat Best Practices for Better Customer Conversations

Learn 5 key ways to connect with your digital customers for improved support experiences.
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Featured
call center agent working to improve first call resolution
Featured
Jul 27, 2020

First Call Resolution: 6 Practical Tips for Improving Your FCR

Agents are handling a higher proportion of complicated issues, so how can you make sure your first call resolution rate stays high?
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Featured
call center agents using next best action
Featured
Jul 16, 2020

Why It’s Time for Customer Service to Embrace Next Best Action

The time has come for next best action to have its moment in the spotlight, and here's why.
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Featured
persona typing on laptop demonstrating customer service email automation
Featured
Jul 9, 2020

Time to Ditch Your Customer Service Auto Reply Emails for Something Better

Both auto-reply emails and email virtual assistants respond to customer inquiries. But only virtual assistants actually resolve customer issues quickly and accurately.
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Featured
agent working in call center laughing
Featured
Jun 27, 2020

9 Important Call Center Industry Standards & How to Beat Them

How do you stack up against industry benchmarks for response times and agent efficiency metrics?
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Featured
agents listening to manager for call center training specifically customer service skills training
Featured
May 15, 2020

Customer Service Skills Training: 5 Best Practices You Should Be Following

Leverage these tips and best practices to create a better experience for agents and customers alike.
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Featured
man working from home
Featured
Mar 23, 2020

What You Need to Know About Transitioning to Work-from-Home Customer Service

Learn how to ensure a smooth transition for your work-from-home customer support agents and your customers.
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Featured
coworkers looking at operational insights from their crm
Featured
Feb 26, 2020

How to Pull Insights from Your CRM – Part I: Operational Insights

What contact center operational efficiency metrics offer insights on customer satisfaction, and how do you find them in your CRM software?
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Featured
call center manager tracking key call center KPIs
Featured
Nov 25, 2019

14 Call Center KPIs You Absolutely Need to Track

Which metrics are most important to measure your team's effectiveness and highlight areas to improve?
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Featured
gears illustration to represent robotic process automation or rpa
Featured
Sep 26, 2019

What is Robotic Process Automation (RPA) and What Does It Have to Do with Customer Care?

Learn how robotic process automation, or RPA, can make a positive impact on the customer experience.
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Featured
person typing on mobile phone as example of closing customer feedback loops
Featured
May 1, 2019

Closing the Customer Feedback Loop: 6 Essential Elements You Need

Closing the feedback loop successfully and efficiently requires having the right elements in place. Here are six of them.
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Featured
smiling call center agent with headset
Featured
Aug 31, 2018

5 Reasons Integrated Agent Knowledge is Essential for Customer Case Management

Optimize your agent desktop experience by embedding valuable knowledge tools directly into their workflow.
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Featured
chatbot conversation graphic
Featured
Aug 3, 2018

Can Chatbot Escalation Be a Two-Way Street?

How do you feel about human agents working back and forth with customer service bots?
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Featured
magnifying glass on documents
Featured
Jul 18, 2018

CRM Quality Assurance: 4 Steps to Cleaner Data Using Artificial Intelligence

There's a better way to ensure 100% of your cases are accurately coded. Clean up your data using automation.
Read More »
Featured
tired professionals at desk in front of laptop
Featured
May 27, 2018

5 Ways to Minimize Agent Turnover in Your Contact Center

Dealing with upset customers every day is no picnic. Here's how to improve agent engagement and reduce turnover.
Read More »
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