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November 1, 2017

I have been working recently with the IQPC team who heads up the Customer Contact Week events, putting together webinars and training sessions for high potential leaders.  The program covers a host of different topics such as leadership, financial acumen, communication...

October 10, 2017

Yesterday, I was in a meeting (assisting a start-up build a concierge service) and the topic of CRM vendors came up as we are now going through the process of selecting what platform we want to use.  The name of a certain vendor came up and I had an immediate negative...

October 4, 2017

The first week of October is National Customer Service Week, where companies show appreciation for those in who working to make their companies shine with customers.  It is always a fun time in the contact centers and the energy created by these activities just amazes...

October 2, 2017

Voice of the customer.. It's a common term and when I speak at industry conferences it is a common topic of conversation in the world of customer care.  I think we all understand the importance of hearing how your customers view your brand, your products and your servi...

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