These days, you’re not going to impress anyone with standard-issue customer service. Both consumers and procurement staff expect to be addressed by their names in responses that are rapid an ...Read More
It’s something HR deals with on a daily basis: a competent employee gets a new job elsewhere, takes parental leave, becomes ill, or retires. Company knowledge goes out the door with the employee, ...Read More
No contact center can do without a good knowledge database. But the people, the agents on the phone or at the keyboard, are at least as important. The way they treat customers has a considerable i ...Read More
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