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call center tips cx

3 Call Center Mistakes You Are Making

Before we dive into this post, I urge all of us to stop using the term call center. 2018 brands should not have call centers. Instead, engaged brands of today need Contact Centers. If you are still responding to your customers only by phone, you are failing to provide efficient, relevant and timely customer support.… Continue reading →

Learn The Importance of Measuring Customer Experiece and NPS

How To Measure Customer Experience

There has been a ton of research about the value of delivering exceptional customer experiences (CX). Allocating budget and resources towards customer excellence is no longer a “nice to do” but rather a “have to do” to win in a competitive marketplace.… Continue reading →

cx pyramid failure mta doingcxright

NYC Subway CX Kills Chivalry in the City

Brands with values inspire customers who interact with them. Nike encourages us to be brave and embrace our differences. The Bill & Melinda Gates Foundation urges us to be kind and care for others. Brands like this use the CX Pyramid to promote their values and deliver the reliable experiences customers want. On the flip… Continue reading →

Celebrate National CX Day

Did you know that tomorrow is National CX Day? Some of you may not even know what “CX” means or why there is a day for it. CX stands for “Customer Experience” and it has become an essential part of company strategies to win in the marketplace. Like any Hallmark holiday, it is an excuse… Continue reading →

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