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Defining a Great Customer Experience: Part III

Jun 1, 2017 6:00:00 AM

In the first part of this blog series, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how it's more than just “Delivery > Expectations, and how a great...

My Takeaways from 2017 Argyle Customer Experience Leadership Forum

Apr 4, 2017 7:58:04 AM

On May 23rd, I attended the 2017 Argyle Customer Experience Leadership Forum. The event is on its fifth year and is known for bringing together leading executives to discuss pressing issues that customer experience professionals are facing as...

7 Ways to Improve Customer Experience and Beat the Competition

Aug 18, 2016 6:00:14 AM

Your customer’s smartphone can get you ahead of competition. “If companies simply maintain the status quo, their organizations face customer defection. 64% percent [of decision makers] say that risks of not adopting new customer service...

5 ways to get more out of your call center

Aug 16, 2016 6:00:18 AM

Whether you are an SMB or a global enterprise, here’s some advice that should help you strategically and tactically to get the most out of your call center. Follow these tips and you’ll have a leg up on the competition and be well on the way to a...

Enterprise Connect 2016: Multichannel Contact Center Buzz

Mar 23, 2016 6:00:45 AM

Enterprise Connect was such a success this year! Attendance was up, speakers were fantastic, and what a great location! The show was in Orlando, Florida at the Gaylord Palms, March 7-10. On the cloud contact center session track, most buzz was...

Flexible CRM Integration: It’s a Deal Breaker

Mar 15, 2016 6:00:42 AM

You’re considering partnering with a cloud contact center provider that looks like the real deal. This company offers a high-quality customer service platform, around-the-clock support and more.

There are Better Social Customer Service Channels than Twitter and Facebook

Nov 5, 2015 2:45:43 AM

For many people, it may well be easier and preferable to connect with your business via a channel that they are already active on versus picking up the phone or initiating a live chat. In recent years, social media was moved swiftly into the realm...

Beat the Competition with Future Technology

Oct 17, 2015 12:02:32 AM

The future is here, are we?

The largest transformational lifestyle changes we are experiencing are related to huge advances in data communications and storage technologies. Come to think about it: it is much easier to search today than memorize - we...

Seizing the Future of Customer Service: Messaging Apps for B2C

Aug 29, 2015 2:02:08 AM

Savvy businesses understand the importance of efficient, effective customer support—maintaining a good relationship with an existing customer means more sales, better word-of-mouth, fewer returns, and ultimately, more profit. So if you’re looking...

Messaging Apps Poised to Send Calling on the Phone into Extinction

Aug 14, 2015 10:31:15 PM

It’s been a joke for over a decade, but the time’s rapidly approaching when using a telephone to make actual phone calls will be a rare, strange thing. The rapid evolution of alternative communication technologies such as messenger apps, VoIP...

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