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Call Center Resources & Insight

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Make Sure Your Customers Can Get a Human
    “In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric... Read More

What to Say to Angry Customers
   With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. The following excerpt is from a course for agents, Working in a Customer Contact Center (LinkedIn... Read More

Chatbots are Amazing, But Stop Relying Only on Them to Improve Your CX
  In the world of customer service and support, artificial intelligence is often associated with chatbots. But chatbots aren't the only option for scaling your CX. In fact, they're often just one... Read More

A Call to Commit to Improved Contact Center Employee Experience
  CX innovation discussions over the last several years has been dominated by the impact of automation, artificial intelligence (AI), and bots. But now we’re seeing greater emphasis placed on the people... Read More

Invest in Inclusive Customer Experience Design
When you have a child on the Autism spectrum, you gain an unusual view of the customer experience. By the time my youngest son was 6 years old, I understood that most... Read More

Customer Service is About Keeping Your Promises
  I took one of those assessments that told me, based on the criteria, how I was wired. My score turned out to be really high on aspects that include respecting commitments... Read More

What to Know About Customer Journey Mapping and the Omnichannel Experience
  You think you know your customers, but do you know who they are in the omnichannel experience? As omnichannel communication becomes the norm for customers to interact with brands, the exercise... Read More

5 Omnichannel Lessons Learned the Hard Way
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Five Predictions for the Future of the Contact Center Customer Service
  All this winter, we are asking our featured contributors to offer their predictions of the future of contact center-industry customer service. Chris Hanna, founder and management coach of Evolving Management, offers... Read More

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