Score: Lexmark 0 – Brown’s 10


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A few weeks ago, I had two very contrasting customer experiences.  Both experiences got me thinking about what makes a customer truly stay loyal. I have a little brown package that I keep on my desk – it contains a … Continue reading

Where Should a Contact Center Invest?


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Where Should a Contact Center Invest in 2013? The Contact Center world is certainly a complex world, with a myriad of issues, opportunities and limited budget.  So the question we’re asking you here is where do you or should you … Continue reading