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Customer Service Horror Stories
Providing great customer service is no easy feat. Mess up and your company is in for a wide scale public criticism. Just take a look
How Will CCPA Affect Contact Centers?
I’m sure by now you have heard of CCPA, or the California Consumer Privacy Act. It goes into effect January 1, 2020, and by now
How Will SHAKEN/STIR Affect Contact Centers?
Last November 2018, Chairman Ajit Pai of FCC (Federal Communications Commission) demanded that phone companies must adopt a robust call authentication system for all carriers.
Here is What Companies Need to Know About CCPA
Guest Blog by KJ Dearie from Termly Shortly after the General Data Protection Regulation (GDPR) came into effect, California made its own leap forward in
What Does STIR/SHAKEN Mean for You?
For those of us old enough to remember, it is reminiscent of the James Bond one liner – Shaken, not stirred – but has nothing
My Whirlwind PACE Experience
The month of September has been a wild, crazy, fascinating, and exhilarating ride for me! I had the opportunity to attend not one, but TWO
7 Ways to Celebrate Customer Service Week
In a Forbes article entitled “How Important Is Customer Service To Success In Business?”, it is noted that “Seven in 10 U.S. consumers say they’ve
Five Ways to Improve of First Call Resolution
In contact center lingo, there are numerous three-letter acronyms that almost every center uses: Service Level Agreement (SLA), Average Handle Time (AHT), After Call Work
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