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Customer Experience

Customer Experience: Evolving Technologies to Match Evolving Expectations

June 07, 2016 | Posted by: Kathy Sobus |

Customer experience is perhaps the greatest source of competitive advantage available to your company....

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What's New with IVR?

September 08, 2015 | Posted by: Kathy Sobus |

Interactive Voice Response (IVR) systems have been around for decades.  Almost every organization with a toll-free number uses one.  Basic IVR functionality really does...

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Headsets – Adapt or Replace?

July 28, 2015 | Posted by: Quentin Kramer |

Investment protection is great, but does it make sense to spend $135 on cables and adaptors to continue using your old H-series or P-series quick-disconnect headset with a...

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Cats, Kids and Customer Service? Changing the Customer Experience with Video

June 09, 2015 | Posted by: Kathy Sobus |

We live in the era of the Internet of Things (IoT). With a Wi-Fi connection and a smart phone, the possibilities are endless. Connectivity is now so integral to our daily...

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Next-Generation Customer Engagement

January 21, 2015 | Posted by: Michael Leugs |

SPS’s Mike Taylor (CTO and VP of Emerging Technologies) has published an article in this month’s issue of CIO Review: “Are You Prepared for Next Generation Customer...

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Customer Delight or Effortless Experience?

December 23, 2014 | Posted by: Dustin Donaldson |

In our previous blog, we introduced the idea that making customer interactions effortless is a better goal than customer satisfaction or delight.  Let’s look at a couple...

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Is Delighting Customers the Wrong Goal?

December 22, 2014 | Posted by: Bob Kent |

Are contact centers doing the wrong thing by trying to delight customers?  Are we chasing the wrong Holy Grail? (Pretty provocative question, hey?)

A recent...

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Voice of the Customer Heard Loud and Clear

November 25, 2014 | Posted by: Kathy Sobus |

Last month, I had the pleasure of facilitating a roundtable discussion at the 10th Anniversary Customer Contact 2014, West: A Frost & Sullivan Executive MindXchange....

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