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Retail’s Great Digital Divide

Today’s digital savvy consumers and their growing preference to shop online is all the justification retail move online.

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The Importance of Humanization in Online Customer Experience

Online businesses need to recognize that it's more important than ever to make humanized connections with customers.

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Coffee, Call Center Scripts and Customer Experience

When you’re training call center agents on new sales scripts, make genuine conversation, collaboration, and rapport top priorities.

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Are your customer service agents better than my smartphone?

Engagement, the moment we spend millions to create, is resting squarely on agents' shoulders. Here are 7 things you should ask about them.

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How Powerful Visual Content Grows Your Retail Business

If you look up the history of human communication, you’ll find that our ancestors used cave paintings as a mode of expression long before handwritten manuscripts. For thousands of years,...

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How To Hire a Retail Customer Service Employee That Clients Love

We’ve all been stuck on the end of a support call after a thirty minute on-hold wait, only to be met with a less-than-enthusiastic retail customer service employee. This sort...

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