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The Contact Center Automation Trifecta
The customer experience is rapidly changing and evolving in virtually every industry. To keep up with the demand for customer service that allows customers to
Can a Contact Center be Fun and Effective?
It’s safe to say that contact centers, both nationally and globally, share common goals. These include improving productivity, educing operating expenses, generating incremental revenue, and
Contact Centers: The Customer Experience Frontline
There is no way around it. Your contact center and the agents that staff it are your essential customer experience frontline. Your contact center is
Should Your Agents Work from Home? Think Outside the Cubicle.
Did you know that the number of telecommuting workers has increased 115% in a decade, translating to 3.9 million workers (3% of the U.S. workforce)
Customer Experience in the Experience Economy
Have we Westerners hit a peak when it comes to owning – and buying – more stuff? If you consider the stats about the experience
Use Moments that Matter to Impact Customer Experience
Consider the little things you do for the people you love: a note in a lunchbox, a surprise delivery, favorite home-cooked meal, cup of coffee
Why Customer Retention Still Matters and How You Can Measure It
It costs five times as much to attract a new customer than to keep an existing one, which is why customer retention is so vital
The CEO/Customer Experience Link
“There is only one boss – the customer. And he can fire everybody in the company from the chairman on down, simply by spending his
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