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Inside View: Tufts Medical Center

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....
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Inside View: Eileen Campbell, Horizon Utilities

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers....
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Inside View: Crisis Response Network

Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix...
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Inside View: HomeServe USA

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...
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Inside View: Garden City Group

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers,...
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Inside View: Cassidy Klundt, Sitel

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and...
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Inside View: NCR Silver

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...
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Inside View: Award-Winning Managers

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories...
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Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...
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Inside View: Vivint Smart Home

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...
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Inside View: MOO

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet...
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Inside View: VF Imagewear

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...