Performance & Metrics

 Call Center IQ

H&R Block, HBO Make the Customer Experience Difficult Even When it is Easy - Brian Cantor

Let's face it - creating an exceptional customer experience is not the easiest of tasks. But it can be -- especially on certain days and in certain circumstances. That concept somehow eluded organizations like H&R Block and HBO. Full Article »


Escaping the Customer Service Dilemma

How You Can Make Customers Happy, Make Your Support Reps More Effective, and Cut Costs—All At The Same Time? This is not a trick question - there IS a way to overcome the customer service dilemma. Full Whitepaper »


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