Blog Articles by Customer Engagement

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November 12, 2013

Smartphone Owners Say Context Matters in Customer Service

#Customer Engagement

Forrester1 says that over 50% of people in the USA now own smartphones. Smartphones have become a dominant – if not the…

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October 29, 2013

What is Your Quest?

#Customer Engagement

In one of my favorite movies, a group of Knights of the Round Table are on a mission…they have a goal that they want to…

Author Image Kevin Payne
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October 07, 2013

How Will Social Media Change Customer Service?

#Customer Engagement

Social media is rapidly becoming a major component of the customer service experience. Facebook, Twitter, Pinterest and…

Author Image Kevin Payne
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September 03, 2013

Chat Growth is Booming in an Increasingly Omnichannel World

#Customer Engagement

In the world of customer service, voice is still king with 73% of customers using voice but the growth of alternative…

Author Image Kevin Payne
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August 28, 2013

Is Social Media a Great Customer Service Tool?

#Customer Engagement

I love the title of a recent article David Lloyd wrote in CRM Buyer titled “Where Customer Service Goes to Die.”…

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August 20, 2013

Extend Your IVR to a Mobile Web Experience

#Customer Engagement, #Modern IVR

Smartphone adoption is exceeding 57% across North America, the UK and Australia and these intelligent devices open a…

Author Image Guest Blog Post
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August 15, 2013

SpeechTEK and How to Stay Ahead of the Customer Service Curve

#Customer Engagement, #Modern IVR

It's that time of the year again when the colorful characters of speech recognition technology come out of the…

Author Image Daniel Hong
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August 12, 2013

Multi-channel. Omnichannel. So what’s the difference?

#Customer Engagement

The term omnichannel is getting a lot of buzz. Just when many companies thought that they had a handle on becoming…

Author Image Kevin Payne
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May 14, 2013

Why Customer Service Needs Social

#Customer Engagement

Why does customer service need social? Many think that social is not a channel but an extension of customer service.…

Author Image PV Kannan