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Why Customer Satisfaction Is So Elusive (and Maybe a Little Bit of a Scam)

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16 Tactics To Retain Customers While Using A Self-Service Option

The Great Re-Think

Why do we need another video series for the Contact Center and CX industry?

Executive Search? LinkedIn Is The Place To Be

Best Practices For A Powerful Professional Network: Part 6

Six things I’ve (re)learned since “retiring”

Best Practices For A Powerful Professional Network: Part 5

The One With The Mad Max World of Travel Today

Best Practices For A Powerful Professional Network: Part 4

Call Center Metrics and KPIs to Measure Performance and Productivity

Are you hiring applicants or candidates?

AI Analytics: Overcoming the Limitations of Traditional Engagement

Best Practices For A Powerful Professional Network: Part 3

The One Where There is No One Ideal Customer

Creating Location Inclusion

Best Practices For A Powerful Professional Network: Part 2

Must-Have Workflow and Productivity Contact Center Tools for 2022 and Beyond

The Great Resignation

Best Practices For A Powerful Professional Network

RTO: 5 Reasons to Ruthlessly Prioritize during the Hybrid Work Transition

Who Is Today’s Call Center Agent?

5 Ways to Leverage WFM Software to Reduce Agent Burnout

I’m Not Going to Be Able to Make Payroll – Can You Hold Your First Paycheck?

Seek and Share Truth to Boost Employee and Customer Experience

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