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What’s Your Customer Service Mantra?
What exactly is a customer service mantra? It is more than your tagline, motto, or vision. In essence, I believe it a promise that you
Sales versus Service Culture
In a business environment, a service culture focuses on providing an exceptional customer experience, while a sales culture concentrates on efficiency and sales for the
The Biggest Customer Experience Challenge of 2019
Guest Blog by Stuart Discount, CEO/Founder of Professional Association for Customer Engagement (PACE) To celebrate the launch of our first-ever EBook: The Customer Experience Guide
How to Make Your Contact Center Millennial-Friendly
The Millennial demographic, which consists of people who were born in the 1980s or 1990s, has grown up with and adapted to many online technological
How to Measure the Effectiveness of Agent Training
The goal of contact center agent training is to equip agents with the knowledge to perform their roles and provide a high level of service
Customer Service + Sales & Marketing = A Match Made in Heaven?
From the outside looking in, the customer service and marketing verticals of a contact center operation couldn’t appear more different. One focuses on driving profit,
The Benefits of a Hybrid Cloud Contact Center
The hybrid cloud is increasingly being seen as the future of contact center technology, particularly growing businesses. The hybrid model combines offsite cloud resources and
5 Ways You Can Motivate Your Agents
In one of my recent blogs, I talked about your agents being the future of your contact center and best practices to incorporate in agent
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