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Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. In this world of increasing self-service interactions, the moments when a customer connects to a support agent are becoming less frequent.

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7 Characteristics of Customer Advocacy: A Self-Assessment

Brad Cleveland Blog

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment.

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Customer Advocacy: The Secret Sauce

Brad Cleveland Blog

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded.

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How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. If they don’t get it, they’re likely to move on, costing your business money in the long run.

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Refocus on Customer Advocacy?

Brad Cleveland Blog

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. appeared first on Brad Cleveland.

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7 Characteristics of Customer Advocacy: A Self-Assessment

Brad Cleveland Blog

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment.

article thumbnail

Customer Advocacy: The Secret Sauce

Brad Cleveland Blog

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded.