5 Ways to Improve the Customer…
The customer experience (CX) is the perceptions your customers have of your brand. They are based on their one-off and cumulative interactions and experiences with…
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Why Your Customer Service Reputation Is…
No matter what industry or demographic you serve, if you’re managing a company of any size today, you’re doing business in a fast-paced, consumer marketplace,…
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Never Underestimate the Importance of Friendly…
There are many factors that go into delivering a great customer experience (CX), a goal that’s undeniably essential to ensuring the long-term success for any…
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Call Center Best Practices: Got a…
Is your call center ready for the next storm season? Our list of call center best practices can make sure you’re prepared for whatever…
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Is Your Customer Service Kick-Ass?
Agents Step in Where Self-service Leaves Off Normally, I don’t associate the term “kick-ass” with the Harvard Business Review (HBR). At first glance, the two…
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How far can Self-Service go?
Balance between Self-Service and Customer Service Agents In the call center and contact center industry, self-service apps are proliferating. They enable customers to perform more…
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5 Ways to Find On-demand Agents
Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.
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NPS: Is It Really the One…
How satisfied are your customers? Do you know how to truly measure customer satisfaction beyond the standard surveys most companies throw out? Do you know…
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Creating a Win-Win-Win for Call Centers,…
Companies are becoming increasingly aware of the power of customer experience, particularly as it pertains to initial interactions with an organization. Typically these interactions occur…
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Social Media – The Elusive VOC…
There has been much discussion about social media and the power it has as a voice of the customer platform. Stories are plentiful on companies…
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When Is It Time to Outsource…
In the past, the primary motivator for outsourcing contact center operations was saving money. However, with the voice of the customer representing a major consideration…
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The New Contact Center: Solutions, Not…
A recent article in DestinationCRM.com got me thinking about how customer service has evolved – or not evolved, as the case often is – in…
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