I recently read this article at CallCentre.co.uk, Mapping the Perfect Recipe for Customer Experience Excellence: Food for Thought. The author talks about the 6 pillars of achieving customer experience excellence: personalization, integrity, time and effort, expectations, resolution and empathy. While each of the 6 pillars is important, I think that the “time and effort” pillar…

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The headline of a recent article in Contact Management Magazine, Top Contact Centre Trends for 2016: It’s All About Customer Experience, caught my eye. Naturally, I read the article. Peppered throughout the article are statistics and insights from Dimension Data’s 2016 Global Contact Centre Benchmarking Report. If you are a small business owner, responsible for…

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