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Care Services

Recent Posts

How Insurance Companies Can Upend the Customer Experience

Let’s face it: customer-centric experiences have not been a high priority for property and casualty (P&C) insurance companies. However, times have changed. The P&C insurance industry,...

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Greet, Love, Engage: Three Paths to a Stress-Free Live Chat Experience

When today’s customers seek help from a company, they want stress-free experiences. Navigating IVRs, repeating information, and being placed on hold can turn a frustrated customer into an...

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The Impact of Employment Reform on the Customer Experience

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...

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Getting the Most From Customer Surveys

One of the most obvious outcomes of social media has been the willingness of people to share their opinions—both good and bad. According to a February 2016 study published by Ipsos...

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The Five Eye-Opening Business Benefits of Transferring Customer Care

If you work for a bank, your company’s core competencies are centered on growing each customer’s assets. Healthcare providers focus on helping patients achieve healthy lifestyles. In...

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Successful Migration Strategies: It’s More Than Just Lift and Shift

The goal of most companies is to grow and build a strong foundation of products, loyal customers, and profitable bottom lines. As growth increases, so do the costs and responsibilities of managing...

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A Simple Operational Assessment Can Lead to Dramatic Results

If your company is a retailer, a bank, or operates in any number of vertical industries, chances are that your expertise isn’t focused on operating contact centers or delivering advanced...

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5 Customer Experience Metrics to Track

A successful customer experience means different things across departments, which is why organizations need a standardized set of metrics to ensure they're meeting their goals. Customer...

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The Ins and Outs of Creating Closed Loops

Communication, empowered associates, and more are essential to delivering comprehensive services.Closing the loop. Bridging the gap. Businesses love using terms like these to describe efforts to...

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Customers Don’t Care About Your Quality Assurance Checklists

Quality assurance (QA) is often the cornerstone of a contact center’s management efforts. QA practices help enhance the quality of a service team by ensuring associates are following company...

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