Customer Insights & Analytics


Q&A: Cisco on Building Customer Service DNA

Contributor: Helen Winsor
Posted: 4/10/2014

Q&A: Cisco on Building Customer Service DNA - Helen Winsor

Read this Q&A to learn how the man dubbed Cisco's "ultimate customer advocate" goes about constructing customer service DNA. Full Article »


Customer Service "Best Practices" Simply Aren't Good Enough -

While hitting generic call center benchmarks and meeting so-called customer service "best practices" might seem like notable achievements, the reality is that your customers may be demanding significantly more. How can you deliver the experience they truly want? Full Video »


Q&A with First Tennessee Bank: Driving Profit, Customer Satisfaction from Big Data -

First Tennessee's chief marketing officer shares how his organization has successfully leveraged Big Data to achieve more profit, improved marketing ROI and a better customer experience. How can you do the same? Full Podcast »


Hospitals: Don't Call Me Patient, Call Me Customer!

Contributor: Tripp Babbitt
Posted: 6/16/2010

Hospitals: Don't Call Me Patient, Call Me Customer! - Tripp Babbitt

I recently saw an ad in my newspaper for a Heart Scan at a local hospital. Full Column »


2020 Vision: Meet the Contact Center of the (Near) Future

How are businesses constructing their call centers--and customer experiences--to assure success in the marketplace of the future? Read this complimentary report! Full Whitepaper »


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