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Top 5 CX Blog Posts in June 2020

Let’s continue where we left off from the last time; appraising the best customer service posts…

How do you measure First Call Resolution?

Understanding the right KPIs within a call center is critical to success. One of the most…

Who Moved My Cheese? – A Review and Analysis of an Amazing Little Book

Who Moved My Cheese? A Review and Analysis of an Amazing Little Book - Change is…

The 80/20/30 Rule

It's important to understand not only the clients that are bringing you money, but also the…

SalesForce vs. HubSpot: A Side-by-Side Comparison (2020)

When considering CRM solutions there are two major players that need to be talked about. This…

The 5 Best CRM Systems in 2020

In an earlier post, I talked a bit about the creation and set up of a…

The 7 Benefits of AI in Customer Service

Artificial Intelligence (AI) has been around for a while in the realm of SciFi. However, we…

Can a Call Center Help in a Pandemic?

Firstly I hope that everyone is staying safe and sane during this very weird and bizarre…

How Chatbots Improve Customer Experience

With businesses around the world adjusting their teams and ways of servicing customers, new technologies and…

6 Ways to Strengthen Your Brand Through Customer Service

A brand is the front line of any business and what customers retain in their heads…

8 Trends that will Drive the Future of Digital Customer Experience in 2020

Products and services are simply commodities now. There are probably hundreds of companies around the world…

Understanding How Your Help Desk and NOC Services Connect

This post about the Help Desk and NOC was initially published on CX Expert. It has…

Do the Grammys Epitomize True Customer Experience?

I’m not a huge fan of modern music to be 100% honest. I’m still stuck in…

Building a NOC or Outsourcing

This post was initially published on CX Expert. It has been updated and revised based on…

STOP PLACING THE BURDEN FOR GOOD CX ON YOUR CUSTOMERS

This post was originally published on CX Expert. It has been updated to reflect current market…

How to Build a NOC

This post was initially published on CX Expert. It has been updated and refreshed before being…

THE CRUCIAL ROLE OF JOB SATISFACTION

There are many ways that job satisfaction affects the productivity of a company. Companies and organizations…

Customer Care Cheat Sheet

May 2019 was the time I last vented my frustration online about a horrible Hard Disk…

The Different Types of Emotions and how They Impact Human Behavior

As we have already seen in our previous articles, human behavior affects organizational growth. In this…

A Blueprint for Getting and Keeping Customers

Getting a customer is only part 1. It's as important to provide regular service to keep…

The Relationship Between Locus of Control and Work Behavior

Locus control is a crucial variable when explaining human behavior in an organization. The measurement of…

Management & the Achievement of Objectives

Management is considered to be a universal phenomenon. It is a widely used and popular term.…

The Best Employee Traits for an Organization

When talking about human resources management, it is highly likely to talk about personality. Whenever we…

MACHIAVELLIANISM IN ORGANIZATIONS

If you want to be a political genius in your workplace you need to understand Machiavellianism…

Quality, Productivity, and Striking the Right Balance

Many businesses are only focused on the bottom line. The good ones that are growing however…

Separating Hype from Reality: Exploring AI in IT Service Management

IT service teams have been under continuous pressure about two matters for quite some time now.…

Developing and Understanding Organizational Culture

Managers and HR professionals must have a thorough understanding of what organizational culture is. They also…

How Can Organizations Use Information About Introversion And Extroversion?

Introversion and Extroversion plays an important role in understanding human personalities. Introversion is the lack or…

How AI will Transform IT Service Management

Remember ‘Jarvis’ from Iron Man or ‘Irona,’ the Robot Maid from Richie Rich? Well, if you…

Is Remote Working A Fad Or Is It Here To Stay?

Since the recent past, we have been thinking of open floor plans as a tool to…

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