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Author: Flavio Martins

By Flavio Martins
in Corporate Culture
on Mar 25, 2014

Using Social Media to Drive an Exceptional Customer Experience

You probably know by now that connecting with customers on a personal level through social media is beneficial to your...

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By Flavio Martins
in Best Practices / Metrics
on Feb 20, 2014

5 Ways Agents Can Create a Positive Customer Experience Your Customers Can Count On

“Do unto others” is a good principal to follow when it comes to dealing with people in general, though it...

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By Flavio Martins
in Workforce Infrastructure
on Dec 24, 2013

You are your greatest competition

Once you set out to deliver exceptional customer service, you will quickly find that quite easy to stand apart from...

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By Flavio Martins
in Workforce Infrastructure
on Nov 21, 2013

How Effective CRM Improves Call Center Results and Efficiency

Customer relationship management (CRM) software has become a staple in a vast number of organizations that have a heavy emphasis...

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By Flavio Martins
in Workforce Infrastructure
on Oct 17, 2013

Customer Engagement Lessons for New Customer Managers

Being in the management game has a different feel to it than being a customer service agent.  However, there are...

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By Flavio Martins
in Workforce Infrastructure
on Sep 10, 2013

Happy Call Center Agents Equals Happy Customers

How do your employees feel when they come to work?  Are they excited for a new day of helping people...

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By Flavio Martins
in Workforce Infrastructure
on Aug 13, 2013

Avoiding Customer Service Agent Burnout

What You Can Do to Avoid Customer Service Agent Burnout You know the sensation that feels like you’ve hit a...

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By Flavio Martins
in Workforce Infrastructure
on Jul 16, 2013

Creating a Positive Customer Experience Even when the Answer is No

Creating a positive customer experience is a fluid process, one with plenty of intricacies that need to be learned and...

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By Flavio Martins
in Workforce Infrastructure
on Jun 11, 2013

Coaching the Customer Service Agent

Customer service isn’t for everybody.  Dealing with clients, setting appointments, and most feared of all, cold calling, is for some...

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By Flavio Martins
in Corporate Culture
on May 21, 2013

Take Daily Action to Improve Customer Service Experiences

Do you ever notice how employees usually start a job, coming into their first day of work bright-eyed and enthusiastic? ...

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