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Delivering a customer service experience that goes above and beyond expectations can lead to repeat customers and brand advocates, and

The COVID-19 pandemic changed many things in the customer experience industry — some temporarily and some permanently. Trends are beginning

Is there a gap between the customer experience you believe your customers are receiving and the actual experience they report

What are customers really expecting when they make that call to customer service? Despite the easy memes and jokes about

Now, more than ever, companies must place a high priority on cost-efficiency, productivity, and the people who matter most: their

As smartphones and websites make it easier to find information or solve simple problems without customer service interaction, research shows