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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
email, lead generation, marketing, social media, and more. Come back often as we are adding content on
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Digital Customer Experience: Big Results on a Small Business Budget
by Mark Ungerman Merriam Webster defines tool as something used in performing an operation or necessary in the practice of a vocation or...
Barb Ferrigno
Nov 1, 20236 min read
Customer Service: Both Simple and Complex, but Definitely Worth Celebrating
by Alyse Chiariello The impact of events that are affecting the world today have changed the very ways in which companies and their...
Barb Ferrigno
Nov 1, 20238 min read
Managing the Customer Experience with a Work From Anywhere Workforce
by Darren Rushworth In the COVID-19 era, contact centres are looking for extreme business agility to compete effectively. Being able to...
Barb Ferrigno
Nov 1, 20237 min read
Why Voice of the Customer Matters — and How to Get Leadership Support
by Abby Monaco In today’s world, contact centers must keep their focus on the voice of the customer to succeed. It’s important to ensure...
Barb Ferrigno
Nov 1, 20236 min read
Top Tips for Coaching to Improve Performance in the Workplace
by Richard Correia When you manage a team of employees, you fulfill a number of roles. One of those roles is “coaching to improve...
Barb Ferrigno
Nov 1, 20235 min read
From in the Clouds to in the Cloud – Yes there is a difference!
by Mike Roberts I’ve seen technology completely transform since I first started working in London on communication capture – 30 years...
Barb Ferrigno
Nov 1, 20233 min read
Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)
by Ashlee Hinds Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and...
Barb Ferrigno
Nov 1, 20236 min read
The Predictive Power of Personality
by Melissa Moore “Did you check the spam folder?” gets me every single time. As soon as the agent utters those words, I become a...
Barb Ferrigno
Nov 1, 20235 min read
Delivering the Service Customers Expect When the Unexpected Happens
by Lisa Hotchkiss The pandemic taught us the blunt lesson that we can't predict every crisis that will negatively impact ourselves, our...
Barb Ferrigno
Nov 1, 20237 min read
Four Main Steps of Strategic Workforce Planning
by Richard Correia Is yours a company that engages in strategic workforce planning and as a result, is reaping the benefits of having the...
Barb Ferrigno
Nov 1, 20235 min read
How to Improve Absenteeism
by Paul Chance Absenteeism is a not-insignificant challenge for the typical contact center. Unplanned absences are a constant plague,...
Barb Ferrigno
Nov 1, 20233 min read
Why Outcomes Matter More Than Data
by Lauren Maschio There’s a quote that has often been attributed to Albert Einstein that’s particularly apt today: “Not everything that...
Barb Ferrigno
Nov 1, 20233 min read
Strategies to Hire and Work from Anywhere
by Laura Bassett The past year has produced many trials and tribulations for businesses and workers. The pandemic-fueled recession has...
Barb Ferrigno
Nov 1, 20238 min read
Five ways to make your debt collection more effective
by Steve Foley One of the more optimistic takes on the global coronavirus crisis is that somehow, by facing an invisible and deadly...
Barb Ferrigno
Nov 1, 20235 min read
Fresh Ways to Energize Your Digital Customer Engagement
by Brian Mistretta Do you believe that the relationship between your business and its customers ends when they make a purchase? If so,...
Barb Ferrigno
Nov 1, 20239 min read
Who can do a better job in your contact center—humans or AI? The answer is both!
by Lisa Hotchkiss Say the words “Artificial Intelligence” in a contact center and you’ll likely see a lot of concerned faces. Why? It’s...
Barb Ferrigno
Oct 31, 20237 min read
How to Improve the Customer Journey
by Richard Correia When a customer reaches out to an organization, they care about one thing – getting the right information, answer, or...
Barb Ferrigno
Oct 31, 20234 min read
Maximizing Brand Exposure: Clever Ways to Use Logos on Custom Apparel
Image credit In a world saturated with brands, securing brand recognition is more crucial than ever before. One clever way to do this is...
Barb Ferrigno
Oct 31, 20234 min read
Top 10 benefits: Take your business to the next level with an AI chatbot
by Tamsin Dollin Technology is rapidly changing how companies of all types and sizes conduct business. This is true in the realm of...
Barb Ferrigno
Oct 30, 202311 min read
How Digital Has Changed the Customer Journey
by Nick Martin Not long ago, consumers looking to contact the companies they did business with had to contain their outreach to the hours...
Barb Ferrigno
Oct 30, 20233 min read
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