This week, the 1to1 Blog posted two thought-provoking articles on the customer experience. The first article, “Disney, the Ritz-Carlton, and Zappos Do It — Why…
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Today, Telrex announced support for call recording using DHCP, encryption, Teleworker, or hot desking with Mitel Secure Recording Connector version 2.0. The Mitel Secure Recording…
Leave a CommentHow can your company go about ensuring that a workforce optimization solution will achieve a positive ROI? 25 industry professionals weigh in on the topic…
Leave a CommentTomorrow, we will be celebrating Thanksgiving in the United States; a time when we reflect upon what we are grateful for and we reconnect with…
Leave a CommentBruce Temkin, an analyst for Forrester Research, recently blogged about his report “Sixteen Voice of the Customer Recommendations,” commenting on the lessons that top companies…
Leave a CommentToday, Mila D’Antonio posted an article on the 1to1 Blog titled “Turn Up the Volume on Customer Listening.” In the article, D’Antonio provides strong examples…
Leave a CommentI recently came across an article on Call Center Cafe titled “Five Reasons for a Lack of Productivity.” The article outlines five top reasons for…
Leave a CommentToday I came across an article by John Jantsch of Duct Tape Marketing. The article, “How to Lose a Customer in 5 Ways,” points out…
Leave a CommentCompanies record their calls for many different reasons: for dispute resolution, regulatory compliance, to limit legal liability, and even increase security. In addition to these…
Leave a CommentCustomer satisfaction can be a moving target, making measurement even more challenging. Imagine this call in your contact center: “Thank you, you’ve been very helpful,…
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