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The first part of our 2017 Executive Report series, Customer Experience Game Changers, launches Friday February 2017. Check out a small preview to the report and its key findings...Full Article »
In this exclusive interview, Christopher Rainsforth, Development Manager, Forum's Community, provides insight into data management and its role in customer contact....Full Article »
This article reveals the most common reasons businesses engage customers -- and the 5 factors that most notably contribute to the success of those interactions....Full Article »
Call Center IQ profiled the attendees at this year's Call Center Week event. We compiled the resulting data into a benchmarking infographic -- see how you compare to other contact center and customer experience professionals....Full Article »
2015 Call Center Week Award Winners Revealed: Whose call centers are the world's best call centers?...Full Article »
What does it truly mean to stand behind one’s brand? What should dictate a brand’s commitment to the notion of customer centricity? These questions lie at the center of the contemplation process for Apple, which is presently embroiled in a public relations firestorm related to its iPhone 6 and 6 Plus devices....Full Article »
Featuring insights from expert thought leaders and utilities industry specialists, this guide reveals the six core pillars of a successful customer experience. Relevant for utilities and non-utilities readers alike, it is your gateway to creating a customer-centric experience....Full Article »
Here is what leaders from Walgreens, Valvoline and Garmin had to say about multi-channel customer engagement....Full Article »
Since "happy agents yield happy customers," we figured it would be interesting to find out how companies like Google, GrubHub, MGM and Zappos feel about creating agent happiness....Full Article »
Workplaces are rapidly transforming and it is easy to see why - results have shown that employee happiness indeed equals customer happiness. Here is why Roslyn Hogan, Head of Customer Happiness at RedBalloon, makes culture a priority....Full Article »
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