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Lifetime Customer Value: Measuring Customer Service Performance

  Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and...

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4 Ways to Preserve Customer Loyalty When Call Volume Spikes

Remember those sandcastles you built as a kid? Constructing sandy towers and driftwood drawbridges was a blast. That is, until a powerful, unexpected wave swept the beach and water flooded that little...

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Who Loves Your Brand, Baby?

Spring, to paraphrase the poet Tennyson, is the season when you can’t help but think of love – even in our cut and dried contact center world of measurables and metrics. As contact center people, we...

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Invest in Customer Experience to Boost Your Bottom Line

Everyone believes that improving customer experience (CX) is good for business. And brands like Apple, Nordstroms, Starbucks, and Trader Joe’s attribute their phenomenal success to providing...

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Lifetime Customer Value: Measuring Customer Service Performance

Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and...

View Article


4 Ways to Preserve Customer Loyalty When Call Volume Spikes

Remember those sandcastles you built as a kid? Constructing sandy towers and driftwood drawbridges was a blast. That is, until a powerful, unexpected wave swept the beach and water flooded that little...

View Article

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]

As experts in forecasting, we know call volume spikes are inevitable and not always predictable. From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your...

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