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The mobile, social, analytic, and big data capabilities built into modern best practices have enabled organizations to transform the customer service experience. Now, customer service issues can be resolved even faster. Monitor and interact with your entire organization throughout the resolution process. Take advantage of the cloud to securely research and gather data, creating a consolidated knowledgebase that spans channels and departments. Use the following modern best practice as your roadmap to an optimal customer service experience.
Empower agents with a dashboard review of customer interactions and proposed solutions. Identify emerging trends and behavior patterns.
Identify information needed to address top customer issues in first contact and find relevant information.
Create a consolidated knowledgebase. Add and update information for new solutions. Tailor solutions (videos, FAQs, etc.) for different communication channels.
Constantly refine and improve your customer service experience based on KPIs to improve results.