20. 01. 2014

The Top 10 Customer Experience Trends of 2014

As customer care centers start to formulate their new strategies, let’s explore the Top 10 Customer Experience Trends to focus on during 2014.  1.   Voice of the Customer (VOC) Data Collection and Analysis...

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27. 12. 2013
customer service shift

The Customer Service Shift: 4 Ways to Adjust in 2014

Imagine this scenario. A customer of your upscale grocery food market is  getting married and wants nothing more than to serve your specialty red and  white wines to her over 200 guests. Sounds...

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15. 10. 2013

Creating the Remarkable: 4 Rules to Upgrade Customer Experience

In October 2011, April, a customer service advocate for a large cell phone provider, took a call that seemed like any other call. The customer wanted to make a payment to his cell...

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27. 08. 2013
Predictive Analytics

Utilizing Big Data to Intelligently Sell and Engage

Big data is the latest technical challenge professionals across a diverse profile of industries are trying to capitalize on…but what does it mean? According to Gartner, Big Data is “high-volume, high-velocity and high-variety...

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08. 08. 2013
Job openings at our Utah call center

Immediate openings at our new American Fork office

Give your career the kick start it needs by joining a rapidly growing industry at a newly renovated office. We are currently looking to hire multiple health insurance agents at our new location...

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05. 08. 2013
Mobility concept

Omni-Channel Marketing: More than a New Buzzword

SUMMARY: Multi-channel marketing transforms into Omni-Channel marketing: a seamless approach to the customer experience through all available communication channels with a single message. As businesses are rushing to catch up with customer expectations,...

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11. 07. 2013

Social Media Monitoring To Create WOW Moments

In a recent article titled “Your Good Name”, Lodging Magazine discussed the importance of social media monitoring to discover and address unfavorable feedback on hotel experiences. The article detailed how a Miami hotel...

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20. 05. 2013
vision

[Webinar] -Predictive Analytics in Action: Implementing Strategies for Dramatic Sales Lift

Thanks to web 2.0., the factors that influence a buyer’s decisions are shifting.  Traditional ad spending on billboards and newspaper space is in the past and web 2.0 and social media influencers are...

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15. 05. 2013
Cute boy and girl nerd looking at the laptop with surprise.

How not to use social media: lessons learned from the infamous Arizona bakery

After appearing on FOX’s Kitchen Nightmare, an Arizona bakery experienced first-hand how cruel and destructive a social media community can be. The episode featuring the bakery showed the owners verbally assaulting their employees...

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14. 03. 2013
Big data conversation

Deliver a “Smart” Customer Experience using Big Data

Big data is made up of both structured and unstructured data. Structured data refers to information with a high degree of organization that is easily searchable and straightforward. Unstructured data is information that...

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