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“Ethics is knowing the difference between what you have a right to do and what is right to do.”Expressed with such...
All retail contact centre staffers want to give great service. It’s why they stay in the job — and why the best ones are...
The warmth of an agent’s greeting. The assurance of a concise SMS. The micro-content on a web form. The customer experience is...
Artificial intelligence. Machine learning. Predictive analytics. Abstruse and technical? Perhaps — but you don’t need to get...
The migration to the cloud is well under way, but businesses are still leaving mountains of data behind on-premises. When...
Maps and statistics don’t always provide real-life guidance. Statistically, it rains on Mondays in the Netherlands, but last...
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