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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
daily basis.
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Barb Ferrigno
Nov 4, 20233 min read
Proactive Customer Service: From Experience to Empathy
by Ginny Perkins Determining how to implement or improve proactive customer service at your organization is a big swing. Inspiring the...
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Barb Ferrigno
Nov 4, 20233 min read
Driving Customer Satisfaction Through Great Scripting
by Brian Mistretta Nothing will drive customer satisfaction down faster than an uninformed agent, or an agent that is passing along bad...
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Barb Ferrigno
Nov 4, 20233 min read
Driving Customer Satisfaction Through Great Scripting
by Brian Mistretta Nothing will drive customer satisfaction down faster than an uninformed agent, or an agent that is passing along bad...
1 view0 comments
Barb Ferrigno
Nov 4, 20234 min read
The Key Objectives of Performance Management
by David Geffen Many business leaders recognize performance management as a prime way to motivate learning and development within an...
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Barb Ferrigno
Nov 4, 20234 min read
5 Reasons Why Business Process Outsourcers are Transitioning to Cloud
by Brian Mistretta With contact centre BPOs around the globe migrating from on-premise to cloud technology, competitive organisations are...
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Barb Ferrigno
Nov 4, 20234 min read
Why Voice Matters in Employee Selection and Retention
by Richard Correia Contact center representatives and agents are always on: Their roles require them to be continuously engaged while...
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Barb Ferrigno
Nov 4, 20233 min read
Four Reasons Artificial Intelligence is the Next Step for Your Contact Center
by Chris Bauserman You know how crucial the customer experience is to your contact center’s success — but managing daily operations can...
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Barb Ferrigno
Nov 4, 20233 min read
No Responses for Your SMS Campaigns? Here's What to Do
With the right technology and approach by your side, SMS campaigns can be a perfect opportunity to connect with an audience in a new,...
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Barb Ferrigno
Nov 2, 20235 min read
How to Keep the At-home Workforce Engaged and Productive
by Richard Correia As employers move to work-from-home models to comply with governmental mandates and ensure the safety of their...
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Barb Ferrigno
Nov 2, 20234 min read
More Consumers Are Cautiously Accepting Artificial Intelligence (AI) enabled Customer Service Method
by Brian Mistretta Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz....
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Barb Ferrigno
Nov 2, 202311 min read
Effective Customer Service Can be the Key to Small Business Growth
by Mark Ungerman If you're a small business that's successfully weathering the COVID-19 storm - congratulations! Now, what's your growth...
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Barb Ferrigno
Nov 2, 20236 min read
Making Cents of Customer Lifetime Value
by Mark Ungerman If you manage a call center or are responsible for delivering customer services, you undoubtedly have noticed a shift...
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Barb Ferrigno
Nov 2, 20235 min read
4 Tips on Using the Right Incentives in the Workplace
by Richard Correia Every business offers incentives in the workplace. The most basic incentive is compensation – the pay that we receive...
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Barb Ferrigno
Nov 2, 20234 min read
The Root Cause of Work-from-Home Challenges
by Adam Aftergut Toronto-Dominion Bank (TD Bank) moved more than 9,000 call center employees from 15 cities in the U.S. and Canada to a...
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Barb Ferrigno
Nov 1, 20236 min read
Digital Customer Experience: Big Results on a Small Business Budget
by Mark Ungerman Merriam Webster defines tool as something used in performing an operation or necessary in the practice of a vocation or...
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Barb Ferrigno
Nov 1, 20238 min read
Customer Service: Both Simple and Complex, but Definitely Worth Celebrating
by Alyse Chiariello The impact of events that are affecting the world today have changed the very ways in which companies and their...
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Barb Ferrigno
Nov 1, 20237 min read
Managing the Customer Experience with a Work From Anywhere Workforce
by Darren Rushworth In the COVID-19 era, contact centres are looking for extreme business agility to compete effectively. Being able to...
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Barb Ferrigno
Nov 1, 20236 min read
Why Voice of the Customer Matters — and How to Get Leadership Support
by Abby Monaco In today’s world, contact centers must keep their focus on the voice of the customer to succeed. It’s important to ensure...
2 views0 comments
Barb Ferrigno
Nov 1, 20235 min read
Top Tips for Coaching to Improve Performance in the Workplace
by Richard Correia When you manage a team of employees, you fulfill a number of roles. One of those roles is “coaching to improve...
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Barb Ferrigno
Nov 1, 20233 min read
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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