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A Closer Look at Three Models Used for Contact Center Analysis

In my last post, “The Importance of Model Validation in Contact Center Staffing“, I briefly discussed three types of computer/mathematical models that are commonly used in contact center what-if...

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My Multichannel Customer Experience Experiment

I’d like to let you in on my planned, non-scientific experiment (no animals or humans will be injured J). I hope you’ll enjoy watching this unfold. In early January I had one of the most challenging...

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My Multichannel Customer Experience Experiment – Part 2

I outlined my experiment design in my post last week, My Multichannel Customer Experience Experiment. Essentially, my experiment was designed to see how Delta Airlines would respond to a service...

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The Emotional Response of the Customer Experience

Have you ever considered the emotional response of your customers during a customer service interaction? As both a customer and a customer experience practitioner, I thought I would share a recent...

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My Multichannel Customer Experience Experiment – Part 3

So here are the results of the last part of my experiment, which in case you missed the overview, is set up in my blog post from last week, My Multichannel Customer Experience Experiment. Essentially,...

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How Multichannel Service Helps Insurers Win New Business

How important is the ability to service and support your customers in a multichannel environment? Below are the results from a consumer survey that were reviewed during a recent Web event, Key 2014...

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My Multichannel Customer Experience Experiment – Post Script

If you’ve followed my posts tracking my experience with Delta airlines (latest post, My Multichannel Customer Experience Part 3), you’ll know that the airline didn’t do too well relative to delivering...

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Learning Web Chat Lessons From Dell

Depending on the research report you read, chat looks to be the second most popular service communication channel, behind the ubiquitous telephone – and yes, ahead of email. If that is the case, its no...

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Using Your Quality Monitoring Powers for Good

It’s not just about catching people being naughty. It’s also not only about having proof that can be used in a legal capacity. It doesn’t have to be all about punishment. It may take a little more...

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Customer Experience Makeover – Contact Center Edition

Makeovers come in all shapes and sizes. New hair and makeup, new body curves, even a house transformation that makes those tired three bedrooms and 1800 square feet look shiny and new. What if you took...

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