Small Talk: Why your customers will thank you for speaking up
Think about what happens when a rep answers a phone call – the customer states their question or issue, the rep looks their information up, and…
First Contact Resolution: Necessary but Insufficient
About 20 years ago, an interesting shift took place in contact centers around the world: executives started to realize that efficiency was ruining…
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The best companies grow, and grow fast, by challenging customers, not by serving them.