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Contributed Articles

Why Embracing Consumer Messaging Solutions is Good for the Enterprise

Not only do workers want to use collaborative tools and platforms, it’s also been proven that their use can greatly improve productivity because they allow for simplified access to information.
[Full Article]   Aug-14-2016

 

Five Elements of a Customer Success Program

Having a Customer Success Program clearly communicates to customers and prospects what they can expect if they buy your company’s product or service. This article presents five key elements to consider when developing your Customer Success Program.
[Full Article]   Aug-11-2016

 

When Business and IT align—A Recipe for Agility

Reducing the schism between business and IT is paramount if the organization is to gain agility. Put differently, the more business and IT converge, the better chance an organization has to be innovative and fleet-footed.
[Full Article]   Aug-05-2016

 

What To Do When the CEO Says “No” to Your CX Business Case

Customer experience requires funding and funding requires a strong business case. So how do you draw a direct connection between your efforts and the business resources needed to sustain them? By asking a few pivotal questions and remembering several key points, you can build a business case that is effective and convincing.
[Full Article]   Aug-05-2016

 

Avoiding Burnout Through Games, Scoreboards and Empowerment in Your Contact Center

Even in the most positive settings, we only have so much we can give to our work week. And for many of us working in the world of contact centers, we give a lot. Luckily, companies are starting to notice employee workloads and other factors that lead to churn or efficiency collapse.

[Full Article]   Jul-25-2016

 

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