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Author: Keith Kirkpatrick

telecom customer service
Keith Kirkpatrick

Ditching the Script for Better Telecom Customer Interactions

Removing Data Silos, Serving Relevant Content, Improving Training, and Providing Product Guides Can All Help Customer Service Agents Improve CX
contact center agent training
Keith Kirkpatrick

Methods for Improving Agent Training

Customers Assessing Their Experiences Still Give the Most Weight to Their Interactions with Human Agents
blockchain for customer data
Keith Kirkpatrick

Leveraging Blockchain to Improve Customer Confidence in Sharing Personal Data

The Technology Could Grant Customers More Control of Which Companies See Their Data and How
corporate fake news
Keith Kirkpatrick

Managing Corporate and CX Disinformation

Organizations Need to Have a Plan For Fighting Fake News Before It Impacts CX
collaborative web browsing
Keith Kirkpatrick

Using Co-Browsing to Improve Customer Experiences

Collaborative Browsing Can Also Boost Sales, but Agents Need to Carefully Follow Rules for Client Consent
CX digital communications
Keith Kirkpatrick

Leveraging Cutting-Edge Digital Communications Channels for CX

Nascent Channels Enable Companies to Expedite Collecting Customer Feedback and Improve Intelligence-Gathering
chatbot customer support
Keith Kirkpatrick

Evaluating Chatbots for Customer Support Applications

Chatbots Are Evolving From Rules-Based Systems to Understanding Language and Intent, Increasing Functionality and Requiring More Assurance of Proper Functioning
Lucid Motors case study
Keith Kirkpatrick

Lucid Motors: Using Immersive Tech to Create Excellent CX

Working with ZeroLight, Automaker Lucid Offers Customers a Cloud-Powered Purchase Journey
Contact center agent
Keith Kirkpatrick

Essential Contact Center Agent Skills

Personality Traits, Organizational Skills, Communication, and Empathy Are All Essential to Providing World-Class CX
digital banking
Keith Kirkpatrick

NAB Case Study: Supporting Interactions Through Digital Messaging

Australian Bank Uses Technology from Khoros to Improve CX
Keith Kirkpatrick

Managing Surges in CX Inquiry Demand

Spotify’s Handling of the Joe Rogan-Neil Young Controversy Reveals Shortcomings in Automated Customer Support
Keith Kirkpatrick

Addressing Labor Shortages Through Better Employee Experience

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