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Why the Employee Matters to Customer Centricity

Your employees are the brand personified, and it’s critical that they have the skills to embody what you want your brand to represent. Lamont Exeter, Vice President, Learning &...

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The Building Blocks of a Dynamic Contact Center

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

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Trustability: a Capitalist Tool

  "No one would remember the Good Samaritan if he'd only had good intentions. He had money, too." –Margaret ThatcherThe clash between trustability and a company's own...

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Size Does Not Matter: Six Reasons to Take Your SMB Channel Strategy to the Cloud

As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are...

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Consumers Demand Multichannel Interactions: Six Best Practices for Deploying Agile Channeling Platforms

The explosive growth of smartphones, texting and social media have forever changed the customer service landscape. The messaging, chat, mobile browsing, and app-based capabilities of smartphones...

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Breaking the Vicious Cycle Part 3

This is the third blog in a three-part series. The Vicious Cycle starts with one bad customer experience. That experience leads to customer dissatisfaction. If the company does nothing to make...

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Breaking the Vicious Cycle - Part 2

This is the second blog in a three-part series.The Vicious Cycle starts with one bad customer experience. That experience leads to customer dissatisfaction. If the company does nothing to make...

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Breaking the Vicious Cycle - Part 1

This is the first blog in a three-part series. Poor customer experiences cost companies both customers and revenue. Here are three steps to help companies change course and create a virtuous cycle...

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Three Deadly Social Engagement Traits to Break

Similar to a conversation between two guests at a party discussing the state of politics or critiquing a movie, a social engagement strategy entails more than just speaking and listening; it...

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Four Fundamentals for Service Simplification

The fundamentals of good customer service haven’t changed, but rising volumes, multiple product offerings, and the proliferation of customer channels and devices have created the business...

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