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How AI Can Optimize the Customer Experience and Shape the Modern Organization

By: Special Guest    12/12/2016

With more competition and unprecedented customer expectations, exceptional customer experience proves a key differentiator for service companies. Inno…

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Ying-Yang in Customer Interaction

By: Special Guest    12/8/2016

We are used to utilizing many statistical reports for our analyses of efficiency, quality, resource, profitability and loyalty. Data we obtain from th…

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Inadequate Interest and Ineffective Product Experience

By: Special Guest    12/8/2016

In the industry of "Interaction and Call Center," as we all know, both in-house and outsourcer companies add new tools into their product portfolios b…

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Taking Customer Experience Beyond Marketing

By: Special Guest    12/7/2016

In a world full of competition in every sector, customer experience is one of the measures that influence the success of a company. One mistake that m…

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CUSTOMER Magazine Announces Recipients of the 2016 Customer Experience Innovation Awards

By: TMC    12/1/2016

The 2016 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences o…

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TMC Announces Winners of the 2016 CUSTOMER Magazine TMC Labs Innovation Award

By: TMC    12/1/2016

The CUSTOMER Magazine TMC Labs Innovation Award is presented to a very select group of applicants based on thorough reviews conducted by the editors o…

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Leveraging Technology to Foster Trust and Enhance Customer Experience

By: Special Guest    11/30/2016

Keeping up with technology trends in the contact center takes a lot of work, but it offers a big reward. A positive approach that treats customers wit…

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What Contact Centers Look for in a Cloud Service Provider

By: Special Guest    11/17/2016

The contact center has evolved as customer expectations have become more demanding. Complex technology is required to manage the increasingly connecte…

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Top Three Ways to Prepare your Call Center Staff for Peak Season

By: Special Guest    11/17/2016

The key to maintaining (and enhancing) customer satisfaction during the holidays is by prepping call centers, and entire customer care organizations, …

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A Startup's Secret Sauce: Customer Experience

By: Special Guest    11/17/2016

One of the defining characteristics of virtually any successful startup is an obsession with perfectly calibrated customer experience.

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Three Tips for Improving Customer Service with Technology

By: Special Guest    11/14/2016

Technology is whatever you make of it, and in a place of business you can harness it to bring you and your customers closer together to create a more …

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TeleTech Acquires Atelka, a Canadian BPO Provider

By: Casey Houser    11/14/2016

Atelka, a business process outsourcing (BPO) provider in Canada, uses a force of nearly 3,000 employees to offer customer contact support for its ente…

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Unlocking the Full Potential of Contact Center Analytics

By: Special Guest    11/10/2016

Analytics can help improve efficiency and work within almost any industry that comes to mind. The hype around big data and analytics is evident everyw…

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Study Notes Contact Centers Are Increasingly Moving to the Cloud

By: Paula Bernier    11/7/2016

In case there was ever any doubt, a new study indicates that cloud-based contact center technologies are gaining momentum and that companies of all si…

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Is Your Company Making These Customer Service Mistakes?

By: Special Guest    11/1/2016

Having analyzed real customer feedback from the 2016 Professionalism Matters "What Customers Really Want Survey," I've identified five TRAGIC Customer…

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Why Verizon Failed Despite Hiring Customer-Friendly Agents

By: Erik Linask    10/20/2016

I recently had a memorable customer experience - memorable, unfortunately, because it only served to grow my frustration over how little the nation's …

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How Strong Sales Leadership Drives Customer Obsession

By: Peg E. Ventricelli    10/20/2016

Today's businesses must be customer-obsessed. Successful organizations-from Salesforce to General Motors to Home Depot-have focused their efforts on c…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Three

By: Special Guest    10/20/2016

8. Treating all customers the same - All customers are not created equal, and this is where canned responses and enforced scripting can go horribly wr…

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Getting the Digital Customer Journey Right

By: Special Guest    10/19/2016

The new digital customer journey is transforming the very nature of how businesses interact with customers. Historically, customers looking for servic…

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Top 10 Worst Mistakes to Avoid When Supporting Smart Home Customers; Part Two

By: Special Guest    10/19/2016

4. Shoehorning your customers into live support - Customers have spoken, and what they're saying is that they don't always want to speak. It's one of …

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