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Blog Content
Let’s Play a Game: The Growth of Gamification in Contact Centers
Gamification is the process of enhancing an existing activity, service or work by adding game-like elements making it more attractive, active and conducive to learning.
Customer Experience Success Stories: 3 Companies You Can Learn From
One thing that characterizes successful companies is the way they value customer experience. For them, customer satisfaction and a connected customer experience comes first. They
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,
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