Customer Experience

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Customer Journey Mapping in the Contact Center

by Susan Preiss in Customer Experience, Susan Preiss

Think back, for a moment, to a time when you made a purchase of a product, service, or membership that has, for any number of reasons, caused you stress.  Maybe the payment didn’t go through, maybe something was broken or malfunctioning, maybe it’s just not what you expected. Perhaps you check the troubleshooting manual or […]

 

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Which Customer Service Predictions Came True from 3 Years Ago?

by Amy Bennet in Amy Bennet, Customer Experience, Customer Service Outsourcing, Multichannel Customer Service, Social Media Customer Support

Ever try to predict the outcome of anything? It’s no easy feat. Sci-fi author Arthur C. Clarke said predictions about the future can be a “discouraging, hazardous occupation.” Either you sound believable, but are proved pitifully shortsighted or you sound loony, and are proven right too late. For prediction-makers, it’s often lose-lose. But we’ve been […]

 

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