Self-Service and the Power of Control
by Michele Carlson Today’s consumers increasingly prefer to solve their customer service problems on their own. In fact, research shows...
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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
email, lead generation, marketing, social media, and more. Come back often as we are adding content on
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Barb Ferrigno
Nov 4, 20232 min read
Customer Service – The Social Way
by Annette Miesbach Customer service is changing rapidly and fundamentally. In their private life, Millennials and Gen Z have long since...
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Barb Ferrigno
Nov 4, 20232 min read
Uncovering Cloud Options for Your Organization
by NICE Staff Writer Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in...
4 views0 comments
Barb Ferrigno
Nov 4, 20234 min read
Why Digital Customer Service is the New Marketing
by Vit Horky If orange is the new black and 40 is the new 30, then digital customer service is the new marketing. To understand why...
6 views0 comments
Barb Ferrigno
Nov 4, 20234 min read
Understanding Multi-Factor Authentication
by Amiram Pinto The password: it is arguably the most popular and most common security measure available, and at a lot of times it is...
35 views3 comments
Barb Ferrigno
Nov 4, 20234 min read
Surveys and Interaction Analytics: The Perfect Voice of the Customer Pair
by Abby Monaco One of the most important and fundamental pieces of a voice of the customer program is implementing a solution for your...
1 view0 comments
Barb Ferrigno
Nov 4, 20234 min read
How AI Can Help You Reduce Forecasting Inaccuracies
by Richard Correia You probably already know that forecasting is one of the contact center’s most critical functions. It enables short-...
2 views0 comments
Barb Ferrigno
Nov 4, 20233 min read
Proactive Customer Service: From Experience to Empathy
by Ginny Perkins Determining how to implement or improve proactive customer service at your organization is a big swing. Inspiring the...
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Barb Ferrigno
Nov 4, 20233 min read
Driving Customer Satisfaction Through Great Scripting
by Brian Mistretta Nothing will drive customer satisfaction down faster than an uninformed agent, or an agent that is passing along bad...
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Barb Ferrigno
Nov 4, 20233 min read
Driving Customer Satisfaction Through Great Scripting
by Brian Mistretta Nothing will drive customer satisfaction down faster than an uninformed agent, or an agent that is passing along bad...
1 view0 comments
Barb Ferrigno
Nov 4, 20234 min read
The Key Objectives of Performance Management
by David Geffen Many business leaders recognize performance management as a prime way to motivate learning and development within an...
3 views0 comments
Barb Ferrigno
Nov 4, 20234 min read
5 Reasons Why Business Process Outsourcers are Transitioning to Cloud
by Brian Mistretta With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are...
1 view0 comments
Barb Ferrigno
Nov 4, 20234 min read
Why Voice Matters in Employee Selection and Retention
by Richard Correia Contact center representatives and agents are always on: Their roles require them to be continuously engaged while...
1 view0 comments
Barb Ferrigno
Nov 4, 20233 min read
Four Reasons Artificial Intelligence is the Next Step for Your Contact Center
by Chris Bauserman You know how crucial the customer experience is to your contact center’s success — but managing daily operations can...
3 views0 comments
Barb Ferrigno
Nov 4, 20233 min read
No Responses for Your SMS Campaigns? Here's What to Do
With the right technology and approach by your side, SMS campaigns can be a perfect opportunity to connect with an audience in a new,...
4 views0 comments
Barb Ferrigno
Nov 2, 20235 min read
How to Keep the At-home Workforce Engaged and Productive
by Richard Correia As employers move to work-from-home models to comply with governmental mandates and ensure the safety of their...
7 views0 comments
Barb Ferrigno
Nov 2, 20234 min read
More Consumers Are Cautiously Accepting Artificial Intelligence (AI) enabled Customer Service Method
by Brian Mistretta Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz....
5 views0 comments
Barb Ferrigno
Nov 2, 202311 min read
Effective Customer Service Can be the Key to Small Business Growth
by Mark Ungerman If you're a small business that's successfully weathering the COVID-19 storm - congratulations! Now, what's your growth...
1 view0 comments
Barb Ferrigno
Nov 2, 20236 min read
Making Cents of Customer Lifetime Value
by Mark Ungerman If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift...
2 views0 comments
Barb Ferrigno
Nov 2, 20235 min read
4 Tips on Using the Right Incentives in the Workplace
by Richard Correia Every business offers incentives in the workplace. The most basic incentive is compensation – the pay that we receive...
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