What drives great customer experience

Navigating consumer needs. Customer experience, generational differences and channel usage. Read the new report now!

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Call Centre
Stefanie Cutrera

Why You Need a Silent Call Centre

On a recent trip to Manila I was introduced to the silent call centre. No, the power wasn’t off. Instead, it was proof we’d been successful in our digital transformation effort. Find out the five reasons why you should jump on board.

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Business
Stefanie Cutrera

7 Tips to Turn Social Media Complaints into Opportunities

Love it or hate it, your customers are talking and complaining about you online, and when social media is opened up as a valid customer service option, businesses find that their customers will naturally turn to these channels as an escalation point. This isn’t anything to be afraid of. These complaints give you an unbeatable opportunity to save customers before they move to a competitor – and to create vocal advocates of your product or service.

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Contact Centre
Stefanie Cutrera

The Changing Face of Contact Centres

It’s the thing we’ve read about, planned for, and braced ourselves to be ready to tackle for the last couple of years: the reduced reliance on traditional voice channels that threatens to change the face of the contact centre industry forever.

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Stellar United States
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