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About The Author

Peggy Carlaw

Guest blogger, Peggy Carlaw is the founder of Impact Learning Systems, a leading training company specializing in improving communications between front-line employees and customers. Peggy is co-author of several books published by McGraw-Hill, including Managing and Motivating Contact Center Employees and The Big Book of Customer Service Training Games.

TechTarget and Informa Tech’s Digital Business Combine.

About The Author

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