2013

Call Centers Can Be Any Size

Brad Cleveland

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3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.

CRM 79

Trending Sources

Customer-Centric Cultures are Made of This

Beyond Morale

Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused.

How to Complain on Facebook and Twitter

Chad Schaeffer

What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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How pre-answered caller authentication helps prevent telephone bank fraud

TRUSTID

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.

How Contact Centers Behave

Brad Cleveland

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A Case Study in Improvement

Brad Cleveland

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Perspective on Social Media

Brad Cleveland

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Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

The Value Call Centers Create

Brad Cleveland

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Customer Service Accessibility

Brad Cleveland

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Reports Must Tell the Truth

Brad Cleveland

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Do You Hire for Skills or Affinity for Service?

Brad Cleveland

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

My Passion for Customer Service

Brad Cleveland

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The Challenges Our Clients Face

Brad Cleveland

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Why Some Call Centers are Better than Others

Brad Cleveland

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Pressure Test Your Service Operation

Brad Cleveland

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Our Customers are Driving Innovation

Brad Cleveland

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Are Call Centers Going Away?

Brad Cleveland

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Return on Customer Relationships

Brad Cleveland

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Every CSR Needs to Understand Their Importance

Brad Cleveland

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Communicating with Senior Management

Brad Cleveland

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Why Leadership is SO Important in Customer Service

Brad Cleveland

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The New Era of Customer Relationships

Brad Cleveland

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The Role of the Contact Center Manager

Brad Cleveland

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Service Level vs. Quality

Brad Cleveland

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Social Media Requires Service and Support

Brad Cleveland

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Agent Group Structure

Brad Cleveland

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Creating a Customer Access Strategy

Brad Cleveland

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First Call Resolution

Brad Cleveland

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