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Contributed Articles

Is Tech Eroding Consumer Loyalty?

Consumers used to make these decisions relative to other things—a brand name, a list price, or their own past experience with a company. But today, consumers are basing more and more decisions on the absolute value of things. A technological revolution is driving this shift, as various new tools help us assess the quality of products and services we’re considering.
[Full Article]   May-21-2014

 

The Trust Agenda

As the global economic recovery gathers momentum, optimism among CEOs is increasing. The post-recession period challenged many companies, and their chief executives focused their attention on survival. But they are now switching into growth mode. Today, smart CEOs are increasingly seeking "good growth," aligned with business ethics and sustainability.

[Full Article]   May-14-2014

 

BYOD may be SOP, but it's still a headache for IT

Just because BYOD has become standard operating procedure in most workplaces doesn't mean the practice has stopped causing challenges for IT.
[Full Article]   May-14-2014

 

Where Are All the Happy Agents?

You’ve heard it before, and I’ll say it again; happy agents make happy customers! Simple enough, right? So where are all the happy agents? Chances are good that you already have happy agents inside your contact center. But do you know who they are?

[Full Article]   May-12-2014

 

Customer Experience: The Rise of Empathy

As companies increasingly focus on customer experience, they will recognize that their organizations lack a deep understanding and appreciation for their customers. It's not a flaw in the people, just a natural result of how organizations operate. To break this pattern, companies need to learn to "guide with empathy," one of the principles of what the Temkin Group calls People-Centric Experience Design. This article presents a few steps for putting this concept into action.
[Full Article]   May-11-2014

 

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