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The Two Key Agent Performance Objectives

Apr 5, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos

Establishing the Right Measures and Objectives

Mar 29, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos

Why Do We Need Good Service Across The Board?

Mar 22, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Videos

Brands that Generate Buzz: YouGov Rankings

Jan 29, 2013 | Customer Experience, Uncategorized

So this is kindof interesting… here are YouGov’s U.S. Top Buzz Rankings. According to YouGov, “brands were rated using rated using YouGov BrandIndex’s Buzz score which asks respondents, ‘If you’ve heard anything about the brand in the last two weeks,...

Customer Experience is (Much!) More than "Customer Service"

Jan 14, 2013 | Customer Relationships

After wrapping up some work in California one morning, I flew to Maryland—a 4.5 hour flight—and decided to drop into a clothing store on the way to my destination in Annapolis, Maryland. I selected a few things and handed my credit card to the person at the register....
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