Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant...
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Our Customers are in Control: 5 Factors for Success
Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities,...
Read More >>>Call Centers Can Be Any Size
How Contact Centers Behave
A Case Study in Improvement
Reports Must Tell the Truth
Do You Hire for Skills or Affinity for Service?
My Passion for Customer Service
The Edge of Service, Issue 5: Customer Interaction is Changing the Game
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the...
Read More >>>The Challenges Our Clients Face
Why Some Call Centers are Better than Others
Staying in the Know
How do you keep up? According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David...
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