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The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie. One of his most famous quotes from […]

What are you doing to boost your survey response rate? Nearly every day, I get at least one request to take a survey. I bet […]

Understanding Risk Compensation — Because Error Proofing Isn’t Enough Road safety is an excellent example of a system where many have tried to change the […]

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact […]