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Back to the Basics, Part One: Contact Center Operations Management
Your contact center is central to your customer service delivery and the overall customer experience, whether it’s through the phone, email, chat, or social media.
CCW Vegas 2018 – It’s a Zoo Out There!
Every year, I go to IQPC’s Customer Contact Week (CCW) in Las Vegas – which in my opinion, is one of the most important contact
Customer Experience Isn’t Just for Retail
For many organizations out there, a customer experience strategy may not be fully developed due to misconceptions that it is mainly relevant in the retail
Why AI is Not Enough
For millions of people around the world, myself included, Artificial Intelligence (AI) is deeply embedded into our daily lives. In some form or another we
How to Hire “Right Fit” Customer Service Agents
It is crucial to have the right people on board when it comes to customer support for your contact center. The way your agents relate
Is Live Chat Right for You?
Live Chat is increasingly being used by many companies, as an additional means of connecting with customers, yielding impressive results. If you’ve been wondering whether
The Impact of Social Media on the Customer Experience
There’s no escaping the fact that social media is here to stay and that is has forever changed the customer landscape. While it was initially used
Customer Service vs. Customer Experience: What’s the Difference?
Customer service has historically been the #1 priority for companies globally, and rightfully so! However, I am incredibly excited to see that the customer
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