Companies explore team building to improve customer experience

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Companies explore team building to improve customer experience

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Customer Experience Exchange - March 2012, Vol. 1, Issue 3

In issue 3, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. Access >>>

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Features

- Team building boosts contact center agents’ performance by Chris Maxcer, Contributor
  Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie.
- Loyalty programs good, observers say, but customer service must lead by Anna Fiorentino, Contributor
  With many companies turning to loyalty programs to lure new customers and retain existing ones, experts note that the best programs are built on a solid customer service foundation.
- Internal social CRM strategies, personality seen as building brand awareness by Vangie Beal, Contributor
  Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM.

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