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In Unusual Times, Replace the Usual Customer Service Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example,...

Strategic Communication: Techniques of Best-in-Class Voice Interactions

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...
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