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On the Path to Super Associate Success

Behind every great contact center associate is an equally efficient knowledge base system, and vice versa. Therefore, as brands seek to cultivate an emerging breed of super associates, care...

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Three Steps for Adopting Advanced Analytics in Financial Services

Because innovation breeds differentiation, brands are eager to pursue constant change. Financial firms, in particular, continuously struggle to break free from the stale, stagnant strategies that...

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Love Your Customers by Listening to Them

The dialogue between you and your customers is the lifeline of your business. The media industry has a bevy of digital and traditional tools for communicating with their customers. Online forms,...

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Why Attribution is Critical to an Omnichannel Customer Experience

The omnichannel customer experience has become a must-have for retailers, but businesses still struggle to provide a seamless, interconnected experience. And without an attribution model, companies...

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Five Ways to Turbocharge a New Healthcare Contact Center

As healthcare companies enter year two of the Affordable Care Act, a top priority for many healthcare insurers and payers this year will be to attract new members. Through 2014, more than 12...

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Search, Display Lead Marketing’s Digital Transformation

The customer experience revolution has spawned a digital transformation for businesses. As a result, many firms have begun integrating “digital” marketing into their enterprise strategy...

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Three Ways to Build Customer Love Through Employee Customer Advocates

Thanks to greater transparency and communications techniques, companies are continually finding new ways to engage with customers and develop stronger relationships.As customers become more...

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Three Ways to Better Understand What Customers Want

In TeleTech’s new e-book, The Technology of Us, author and blogger Doc Searls, said that we’re entering a new era where individuals dictate what, where, and how they’ll buy. In...

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Eleven Steps to Prevent Your Organization from ‘Breaking Bad’

One of the questions that fans of the hit television series “Breaking Bad” puzzled over was why Walter White continued to make crystal meth after making millions of dollars and running...

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