Focusing on the customer experience at Customer Contact Week

As Ive been preparing to take off for Customer Contact Week (CCW) in Las Vegas, NV, this week, Ive also beenruminating on whatit means to lead a truly customer-centric service organization. As I see it, customer service managersneed toremember that customer-centricityis aboutdesigning an experiencetailored tothe customeras an individualnot as a case number.In the nonstop flowof

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