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Most contact center leaders are battle-tested enough to know that each and every customer interaction is a test of the service organization as a whole. |
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Thursday, 02 November 2006 |
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Here's a shocker for traditional brick-and-mortar merchants: Online behemoth Amazon.com took the top spot in a national study of retailers with the best customer service. |
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Thursday, 02 November 2006 |
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A study of the relationship between pay and performance finds that better pay can lead to better employee performance, but simply offering more money isn’t the answer. |
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Thursday, 02 November 2006 |
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Contact center challenges continue to surface focusing on cost containment, achieving customer loyalty and turnover reduction. |
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Thursday, 02 November 2006 |
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As business intelligence (BI) continues to earn a high level of corporate investment, executive dashboards are becoming the most visible component of an organization's overall enterprise data warehouse strategy. |
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Thursday, 02 November 2006 |
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Retailers will leave millions of dollars on the table this holiday season unless they dramatically
improve their customers' online experiences and poor online performance leads consumers to not only abandon purchases but to abandon the retailer, both in its online and physical forms, the surveys found.
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Thursday, 02 November 2006 |
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How you can groom your best employees to elevate department productivity and status, and ensure strong leadership succession in your management ranks. |
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Wednesday, 01 November 2006 |
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Measuring soft skills in an objective manner helped a hospitality company find its perfect fit. Could it work for you? |
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Wednesday, 01 November 2006 |
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Everyone has a bad-service story, both minor and major. Here are some of my top suggestions for companies. |
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Wednesday, 01 November 2006 |
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Do you manage by the numbers? Be careful if you do: Your data may be playing tricks on you. |
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Wednesday, 01 November 2006 |
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