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Contributed Articles

The Missing Piece of the Customer Experience Puzzle

The route customers prefer to take to get in touch with contact centers has been changing for some time, and it's clear that organizations have to adapt to what the customer wants, sometimes for convenience or superior customer service and sometimes for competitive advantage. What apps and desktop self-service generally lack, however, is the final piece of the puzzle.

[Full Article]   Aug-12-2014

 

How the Voice of the Customer Helps the Contact Center Drive the End-to-End Customer Experience

Most call center directors view voice of the customer as feedback on how the CSR performed. This is "little voc" that is internally focused. "Big VOC" describes how the company delivered on the end-to-end customer experience. Leveraging the Big VOC provides a bottom-line impact 10-20 times the impact of simply improving contact handling. It's also an opportunity for the call center director to increase their influence while reducing workload and CSR frustration.
[Full Article]   Aug-05-2014

 

5 Secrets to Dealing With the Comcast Customer Service Rep From Hell

Rich Gallagher, author and customer service expert, gives his take on how to circumvent the tricks of the trade of a "retention specialist."

[Full Article]   Aug-04-2014

 

Do Your Employees Use Facebook? You Might Have a Problem

A recent study ties Facebook use to divorce. (Either as a cause or an effect. Or both.) Social networks could have a similar adverse effect on the relationship status of employees and your company. It might be time to keep an eye on your workers.
[Full Article]   Jul-28-2014

 

Google CEO: Fight Unemployment With Job Sharing

In the future, we will work less and enjoy more leisure time, while being shuttled around in self-driving cars, attended by artificial intelligence that makes better decisions than we do. That might sound like the setup for an episode of Star Trek, but it's the world Google's founders see ahead of us.
[Full Article]   Jul-11-2014

 

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