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The road to customer acquisition: paved with good intentions but undermines...

Yesterday, I received an email offer from a company I have been a customer with for over 5 years.  “Sign up today!  All new customers receive free shipping on any purchase.”  I opened the email and it...

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Avoid Call Center Schizophrenia from Pay for Performance – Part 2 of a 2-Part...

Whenever I have an opportunity to visit a business partner’s call center, I take a few minutes to conduct a rather un-scientific test, call it morbid curiosity.  As I pass by cubicles and am introduced...

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You hate your spouse’s selective hearing so why do it to your customers?

Four Best Practices to make your Customer Experience evaluation a truly effective listening post for your organization, so that customers feel your organization values their input and plans to take...

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Don’t assume with FCR, ask.

Customers need to be the ones determining First Call Resolution. It should not be left up the organization's perception of the call being resolved the first time.

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Rev Up Your FCR Rate

This guest blog post is written by Greg Levin, author of Full Contact.  He has been researching, reporting on and satirizing contact centers and customer care since 1994. First-contact resolution has...

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Listen to the voice of your customers when they say, “Get the Basics Right...

Lately I have found that too many organizations are jumping on the social media bandwagon before ever mastering the basics of serving customers.  The result is an incompatible experience that leaves...

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Can I trust that you’ll callback? Your integrity is on the line.

Who doesn’t love call-ahead seating at restaurants to guarantee immediate seating upon arrival?  The concept that restaurants created a service allowing me to be expected at the hostess station and be...

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Do you need Steve Jobs to do your Call Center Analytics?

The success of any Business Intelligence project is contingent upon people, not technology. Analysts and end users must work in concert to ask a concise question, identify the data available to answer...

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Mind-blowing reality contact center agents share with doctors

In this video learn about Doctor Ava Knight and her plight with delivering the best patient (customer) experience. Ava became a doctor because she loves to help people, she loves to connect with...

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3 Quality Benchmarking Lessons from Facebook

Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new post about something fabulous. But beware of trying to compare...

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