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Using Suppliers – Be Safe, Not Sorry!

Always keep records on the services suppliers will provide and maintain a complete set of all transactions and correspondence between yourself and the supplier. The main reason for this is occasionally services or products do not meet expectations or what was promised and you may have to fight hard to get the situation resolved or to negotiate some compensation. The more data you have to back up your case the better chance you have of arguing your case should the need arise. Be Safe, Not Sorry!

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TIPS

When employing speech recognition in self service applications, as with IVR offer an opportunity for the caller to speak to an operator/agent if they need to. Otherwise it can be frustrating if a caller is trying to get information or reach an extens... Read More...
September 28, 2020 5:00 AM
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Segmentation of your customer base can help you know your best customers, but beware, your best customers may be those you think are the worst!. For example, if you are a credit card company and have one customer who maybe a Platinum card holder who ... Read More...
September 27, 2020 5:00 AM
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Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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