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Researchers, psychologists, and scientists of all types continually study relationships, but what happens when you start connecting things seemingly unrelated (like diseases) or start mapping...

There are a lot of figures randomly tossed around about the total cost of ownership (TCO) for both cloud and premise-based contact center platforms. And, while some of the numbers being reported...

Foreign cultural norms and serving digital customers have much in common these days; they both require us to brush up on our etiquette. Distant countries and modern-day customers have social and...

What’s the easiest and best way to create immediate customer connections? SMS or text messaging could arguably be the most efficient means for sending a note to the pockets of your customers....

Sales teams have always had their work cut out for them. But in a competitive economy, where the differentiators between organizations are getting slimmer, the challenges that sales teams face for...

A multichannel sales model lets customers be served the way they want to be served. And, a multichannel approach – using a mix of sales force expansion to reach different sizes of customers,...

Barbeques, apple pies, parades, baseball, and firework shows are probably among the ways you will likely celebrate the 4th of July this week, but how will you celebrate customer independence? Today...

“Customer experience” is a buzzword these days for marketing strategists, and customer experience management (“CXM”) is all the rage in many marketing discussions. &ldquo...

Social media is so widely used today that companies need to tweet their way to customer care excellence. Don’t believe me? June 30th is Social Media Day. That’s right. The social media...

Last week's Call Center Week event brought together more than 1,000 practitioners, technology providers, and other customer experience experts to discuss the latest trends in customer...