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Customer management is all about managing the relationships you have with your customers. Find and read customer management articles and call center articles on Customer Management IQ to enhance your customer service.
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March 19, 2018 by Chris Dotson
Chris Dotson
There is an old saying that the goal of the customer experience function is to render customer service obsolete.Essentially, the business should be Read more Tags:
March 12, 2018 by Brian Cantor
The following initially appeared in CCW Digital's Special Report on Customer Engagement. Download your copy here.Given its pivotal impact on the Read more Tags: personalization
February 20, 2018 by Brian Cantor
While we in the customer contact community do not agree on every point, we generally share the same cognizance of some core philosophies.  We know Read more Tags: customer centricity | Omnichannel | efficiency | metrics
February 19, 2018 by CCW Digital
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Considering the undeniable stakes associated with medical care, the patient experience should always be a top priority.It is absolutely a concern for Read more Tags: patient experience
February 12, 2018 by Thomas Hacker
Thomas Hacker
When you think about a customer visiting our website, and then either chatting, or making a call to us, we've already failed them...Why did they have Read more Tags: frictionless experience | customer effort
February 5, 2018 by Brian Cantor
It may not be a “cool” thing to admit, but I think tirelessly about the state of customer contact.  I pretty much have no choice – over the course of Read more Tags: data | agent experience | customer centricity
January 22, 2018 by Brian Cantor
One composing a list of “customer service don’ts” would likely begin with the notion of yelling at customers.On second thought, maybe not.  The idea Read more Tags: customer complaints | customer centricity
January 16, 2018 by John Pompei
Jennifer Hanson
No two gamers are created equal.  Teenagers play video games, but so too do their parents and grandparents.As a result, a company like Electronic Read more Tags: personalization
January 8, 2018 by Hadi Irvani
Hadi Irvani
For founder Hadi Irvani, the Peach Dish meal preparation service is not merely a business opportunity.  It is a way to share his own passion with Read more Tags: peach dish | customer centricity
January 2, 2018 by Lynn Skoczelas
Lynn Skoczelas
In the latest edition of the CCW Digital podcast, Sharp Healthcare's Lynn Skoczelas discusses the difference between "experience" and "service." Read more Tags: customer centricity | patient experience
492 results
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