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When delivering great customer experience on a global scale, organizations must be mindful of numerous factors, including local privacy concerns, how different cultures respond to specific service strategies, […]

CRM Magazine headlines “Contact Center Satisfaction Dropped 10 Percent in 2013.” There are several possibilities for why this might be the case: general customer fatigue and frustration with […]

Across all industries one thing always holds true, customer service is king. Whether a product or service is being purchased, the customer needs to feel engaged with the […]

Many companies today offer the type of customer service they think their customers want. Unfortunately, there is often a huge disconnection between what companies think a customer needs […]

Chances are your company views customer interactions with your inbound phone channel as a matter of reducing pain, rather than increasing gain. Inbound call centers can be expensive […]

It’s undeniable; retail customer service is facing an era of dramatic change. According to analysis from global consultancy, Deloitte, consumers increasingly digital lifestyles are altering traditional customer service […]