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(There are a couple of minutes of silence at the start of this presentaion - technology/codec issue…
Tags: contact, customer
Sep 29, 2010
First Contact Resolution has a big impact on every call center. It affects volumes, operational spe…
Tags: satisfaction, loyalty
Sep 27, 2010
Learn what it takes for your call center to move from customer service to customer equity managemen…
Tags: center, call
Sep 25, 2010
Learn how Zappos delivers on their world renown customer service promise.
Tags: experience, agent
Sep 24, 2010
When does a company deliver a positive or enjoyable customer experience? A company delivers a posit…
Tags: mapping, routing
Sep 15, 2010
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