You don’t have to agree with customers’ complaints – but you have to agree that their complaint is important to them. Here’s how to make customers feel that way.
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Overall customer satisfaction is on the rise. Does your industry have an impact on the improvement?
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You might be measuring too many – or the wrong – things in your contact center. This is what really matters to most customers.
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Some people show up for work, but their hearts aren’t in it anymore.
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Now that many contact centers are active helping customers via Facebook, the question is, who’s doing it right?
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You think you’ve heard it all – but customers aren’t telling you what they really think.
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Talk too “techie,” and customers will tune you out. Talk like this when explaining technical information, and they’ll get it.
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Very few decisions in a contact center are cut and dry. This guide can help leaders make the smartest decisions.
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Customers are a fickle bunch. But do you give them almost 1,500 days to change their minds? Here’s one company that does.
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Discounts may sound like a good thing to offer customers, but some may actually undermine relationships. Here’s why.
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