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Contact center as a service (CCaaS) enterprise providers are steamrollering ahead with embedding generative AI functionality in their platforms – whether organizations are...
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The pandemic and growing younger demographic have shifted the terrain of customer service delivery. Customer service management tools ensure organizations enhance customer...
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Take a business process management (BPM)-centric approach to model the desired future state of your customer service IT systems. Then develop an overall IT systems strategy...
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Use this template to elevate the construction of your IVR call flow tree by creating customer personas that allow you to better understand your key demographic.
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This storyboard offers insight into impactful strategies and beneficial enabling technologies to implement in your interactive voice response (IVR) approach to improve your...
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IVR approaches are being reimagined across industries as the desire to improve the customer experience becomes a primary focus. Use this deck to learn the proper strategies...
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This tool serves to outline and prioritize your customer goals and link their relevance and value to your Customer Service processes. It provides a list of customer service...
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This tool serves to help project and management stakeholders visualize the implementation of Customer Service IT initiatives. It can also aid in the planning, prioritizing,...
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This tool will help you holistically assess multiple aspects of Customer Service-related IT assets. The outputs of the tabs in the tool will either serve as input for...
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This template is designed to help you build a project charter in a timely manner.
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