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  Fighter pilots use situational awareness. Party planners rely on themes (like Under the Sea or the Wild Wild West). Educators use what they call instructional design scenarios. Why? To deliver top performance. When it comes to customer service, we call it context and nothing is more important t...Read more

• Jul 20

  Delivering Quality Customer Experience When Agents Work From Home

  When COVID-19 forced offices worldwide to shut down, contact centers had to quickly adapt. Continue reading...

• Jul 15

  Don't Make These Common Self-Service Customer Experience Mistakes

  Many companies are turning to self-service to provide a better customer experience at a lower cost. In fact, a report by Customer Contact Week Digital found that 91% of organizations identify web self-service as a relevant investment focus. Continue reading...