Strategic Management

Keep the Ball Rolling!

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…

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Contact Center Challenges and Priorities for 2021: A Year Like No Other

It’s our sixth year of asking two simple questions of contact center professionals: What are your biggest challenges today? What…

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How Embracing Digital Customer Service Can Create Brand Advocates

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service,…

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ROI, ROI, Wherefore Art Thou ROI?

Just for fun, let’s start this technology article with some English literature and vocabulary. I chose the title hoping it…

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New Event To Kickstart The “Effortless Experience” Era In The Middle East

INSIGHTS, the region’s premier contact centre and customer experience specialist, has announced a new conference to kickstart the era of…

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A Branded Customer Experience®: Transforming Promises Into Action

Creating meaningful experiences with brands is becoming increasingly more difficult to achieve. The rise of the digital age is forcing…

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