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What Does it Take to Deliver Best-in-Class Service?

By Erica Marois | Date Published: August 18, 2017 - Last Updated August 22, 2018 | Comments

Most contact centers use similar metrics, processes, and operating procedures. So why are some more successful than others? Our #ICMIchat participants weighed in with their opinions. (Find the full chat transcript here)

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A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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