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Customer experience management gives Dell, AmEx an edge
See how American Express and Dell turned around their customer satisfaction ratings by applying customer experience management (CEM) principles. News
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Nicor manages customer experience from the inside out
Nicor National believes that managing the customer experience starts with improving the customer service representatives’ environment. News
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Call center video best practices FAQ
Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid. News
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8 contact center best practices
These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible. News
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Companies craft better customer service with video
Companies are using video to transform contact centers and give customers more accessible and higher-quality service. News
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Comcast offers 10 steps to creating a call center social media strategy
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers. News
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New contact center technology needs traditional rollout
Successful call center overhauls combine new contact center technologies with traditional change management practices to get agent buy-in and business-driven results. News
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Best practices to ensure the success of contact center self-service
Find out which tasks work best with self-service and learn how to measure the effectiveness of a self-service implementation in the contact center. News
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Thorough contact center training improves customer satisfaction
To ensure a seamless customer experience, it’s important to ensure agents are properly trained across channels. Consistency in policies and staff training is vital. News
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PCI compliance in the call center a headache for many
PCI compliance is often left to security or compliance professionals, but call center staff and management need to be familiar with PCI DSS as well. News