Customer Contact Blog

Customer Survey Lessons

By Matt Beckwith Contact Center Director Clark Pest Control     I have been called a glutton for punishment because I call a contact center every day of my career. No way. The lessons I've learned calling other contact centers have proven invaluable. I...

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2018 CC Awards Big Kahuna Winners Announced

Microsoft, Albridge and Dollar Shave among others honored as CC Awards “Big Kahuna” winners at the 14th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange for excellence in customer experience.

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The benefits and risks of channel pivoting

Knowing where to best communicate with your customers is essential in running a successful business. But keeping up can be difficult given customers tend to move across devices and channels such as phone, email, chat, mobile apps, SMS, IVR, social media, video chat...

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Meeting expectations at the right channels

Meeting expectations at the right channels Key findings about customer expectations and preferred communication channels Customers want frictionless transactions and proactive customer care across all touchpoints. In this CX-driven era, businesses can’t be complacent...

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