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Author: Sierra Jones

By Sierra Jones
in Best Practices / Metrics
on Feb 18, 2015

Finding (and Using) Insights from Customer Service Big Data

Knowing your customers is important for providing the best possible service, but how companies use customer data is more essential...

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By Sierra Jones
in Corporate Culture
on Nov 18, 2014

Will the Holidays Stress Your Customer Service Delivery?

It’s that time of the year. The weather outside is getting frightful, the mistletoe is looking ripe for picking, the...

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By Sierra Jones
in Corporate Culture
on Oct 16, 2014

A Nose for Real-time Customer Service

Have you seen the viral video making the rounds about Sherlock, the adorable and very energetic dog “employed” by KLM...

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By Sierra Jones
in Customer Experience
on May 5, 2014

Getting Out of the Bubble: WFMers Network, Dance and Give Back at the SWPP Conference

 Workforce management planning is one of the toughest jobs in the contact center. Not only are these teams charged with...

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By Sierra Jones
in Best Practices / Metrics
on Feb 13, 2014

11 Questions to Assess Customer Service in Financial Services Contact Centers

Regulatory compliance is always top-of-mind for financial services organizations and critical for sustainable business. Non-compliance and a lack of knowledge...

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