Customer Expectations
Supporting Every Channel of Communication
Empowerment is Not Enough
Acquiring the Right Data
The Components of a Good Forecast
Efficiency vs. Business Value
The Two Key Agent Performance Objectives
Establishing the Right Measures and Objectives
Why Do We Need Good Service Across The Board?
Consumer's Perspective: A Dozen Ways to Get Better Service
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers...
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Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of...
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