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How to Seamlessly Merge Employee Experience and Customer Experience

Posted on Jun 16, 2020 | Topics: Insider , Customer Service Trends
There’s an abundance of information across the internet on the importance of both the customer experience (CX) and the employee experience, but, surprisingly, it’s fairly difficult to find information on aligning them both together. The ...

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Create a Scalable Strategy That Drives Customer Experience (CX)

Posted on Jun 10, 2020 | Topics: Customer Service Trends
An effective customer support strategy is the foundation of any successful and sustainable business. In fact, according to the American Express 2017 Customer Service Barometer, US consumers are willing to spend 17 percent more to do ...

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Randy Clapp

Randy Clapp
Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.
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Recent Posts

4 Best Practices that Help Transition to an Outsourced Call Center

Posted on Jun 7, 2020 | Topics: Contact Center
Are you ready to transition from in-house customer service to an outsourced call center? If so, it's likely that you are familiar with the request for proposal (RFP) process and you've discovered how outsourcing your contact center will ...

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How Remote Workers are Shaping the Future of Work, and What that Means for Contact Centers

Posted on Jun 1, 2020 | Topics: Customer Service Trends
The future of work is changing dramatically. A distributed workforce model is the new norm for a vast majority of organizations, in which team members are not in the same physical location when working on a project. This change is largely ...

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Surge in Both eCommerce Online Shopping and Customer Service

Posted on May 26, 2020 | Topics: Customer Service Trends
Emarsys and GoodData’s ecommerce tracking shows revenue up 37% and orders up 54% in April, as the US emerges from Covid lockdowns. The boom in online shopping is expected to transform consumer behaviour forever, as more consumers find they ...

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