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 Latest Discussions

  • Posted in: CXPA Open Forum

    It's all about putting the customer in control. Let them decide what they want to do by providing information regarding expected hold times and options to leave a message or receive a call back. ------------------------------...

  • Posted in: CXPA Open Forum

    Thanks Toby! ------------------------------ Michael Pellet Director - Customer Experience Salesforce San Francisco CA 301-5377218

  • Posted in: CXPA Open Forum

    Here are some good CX factoids from Temkin Group research... Impact of Emotional Experience Compared with consumers who had negative emotional experience, consumers who had positive emotional...

  • Posted in: CXPA Open Forum

    Welcome to the group Michael, I'm sure you will find this group to be an excellent source of information with an engaged community of CX experts ready to help. I know I have. Warm regards ...

  • Posted in: CXPA Open Forum

    If it's after hours, hopefully you will have self-service options. If not, you will have to go to voicemail. During normal business hours, a "virtual hold" function has proven to be wildly popular with...


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