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...
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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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Barb Ferrigno
- Nov 1
- 6 min
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...
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Barb Ferrigno
- Nov 1
- 5 min
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...
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Barb Ferrigno
- Nov 1
- 7 min
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...
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Barb Ferrigno
- Nov 1
- 5 min
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...
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Barb Ferrigno
- Nov 1
- 3 min
How to Improve Absenteeism
by Paul Chance Absenteeism is a not-insignificant challenge for the typical contact center. Unplanned absences are a constant plague,...
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Barb Ferrigno
- Nov 1
- 3 min
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...
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Barb Ferrigno
- Nov 1
- 8 min
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...
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Barb Ferrigno
- Nov 1
- 5 min
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...
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Barb Ferrigno
- Nov 1
- 9 min
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,...
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Barb Ferrigno
- Oct 31
- 7 min
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...
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Barb Ferrigno
- Oct 31
- 4 min
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...
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Barb Ferrigno
- Oct 31
- 3 min
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...
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Barb Ferrigno
- Oct 31
- 4 min
Impact of the Gig Economy on the Traditional Employment Model
Flexibility: One of the most notable impacts of the gig economy is the increased flexibility it offers to workers. Traditional employment...
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Barb Ferrigno
- Oct 30
- 11 min
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...
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Barb Ferrigno
- Oct 30
- 3 min
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...
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Barb Ferrigno
- Oct 30
- 11 min
The digital customer experience is changing. Is your brand on board?
by Laura Bassett In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation,...
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Barb Ferrigno
- Oct 30
- 8 min
What Customers Really Think of Chatbots
by Brian Mistretta Ready for a statement that will make you think? Gartner predicts that 85% of customer interactions will be managed...
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Barb Ferrigno
- Oct 30
- 11 min
Best examples of chatbots and what makes them great
by Annette Miesbach Have you heard about chatbots? Silly question, right? Of course you have, there's been plenty of buzz during the last...
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Barb Ferrigno
- Oct 30
- 2 min
7 things to NEVER DO at your booth
Have you ever been an attendee walking through a trade show and see someone working at an exhibit you were going to walk up to,...
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