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Customer Service and Support
As companies move forward with implementing new digital service technologies, they are encountering fundamental questions about...
Customer Service and Support
Field service and technical support organizations have been going through a digital transformation long before the...
Customer Service and Support
Is your organization sufficiently customer-centric? Spoiler alert: If you are pausing to reflect on what this...
Customer Service and Support
Since the start of the COVID-19 pandemic we have been consistently hearing the same messages...
Customer Service and Support
By now it’s clear to business leaders that service delivery has been transformed by the...
Customer Service and Support
Virtual instructor-led training has been growing long before the onset of the COVID-19 pandemic. According...
Customer Service and Support
The idea of “service delivery” as we know it is in transition, with many forward-thinking organizations...
Customer Service and Support
The list of field service KPIs seems to get longer every year. Many of them are...
Customer Service and Support
What does the term “customer experience” mean to you? Though it is a challenging concept...
Total Customer Focus
People followed Churchill for his charisma. He knew where he was heading even when he didn’t...
Customer Service and Support
Watch this short video to find out. One of the most difficult times to be Total Customer...
Customer Service and Support
A customer’s expectations can sometimes feel like a moving target, especially for those in sales and...