#CX

Aug 19, 20194 min read

Building a CX Dashboard

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all...

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May 15, 20196 min read

Jeff Toister Keynote at ICMI Contact Center Expo 2019 – Hidden Obstacles to Outstanding Customer Ser

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art...

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Apr 25, 20191 min read

Who's Your CX Superhero?

This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer...

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Feb 6, 20194 min read

Contact Center CX: Next Issue Avoidance

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator...

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Oct 26, 20184 min read

Top CX Takeaways from the Frost and Sullivan Contact Center Conference

What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above,...

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Oct 10, 20183 min read

Level Up Your VoC Program

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase...

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Jul 9, 20183 min read

Japan: The Land of Amazing Service Culture

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker...

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