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Category: Customer Experience

efficiency in customer service

Call Center Operations

Why Efficiency Isn’t Always the Holy Grail in Customer Service

A recent market study by the CCW, entitled ‘The Future of the Contact Center in 2019’, brings up some interesting

June 5, 2019

2019 contact center trends

Business Practices

Contact Center Trends for 2019 and Beyond

Coming into the half way mark of 2019, I thought it would be the perfect time to look into some

May 22, 2019

Customer Satisfaction

Customer Experience

Bridging the Gap Between Agent Training and Customer Satisfaction

In one of my earlier blog posts this year, I talked about why your agents are the foundation and future

May 15, 2019

pace contact center

Compliance

Why PACE is Important

A Letter from PACE Vice Chair and Marketing Chair, Christa Heibel, as featured in the PACE Pulse (May 2019) Newsletter

May 7, 2019