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In our last piece, we shared an incredible story about Bob. Bob is a microcosm of workplace cultural impact, and stories like his must be well-understood to build well. There are thousands of Bobs working in …

Creating a differentiated experience requires you to surrender yourself, in a way, to understand how you’re going to delight every customer. A customer typically only calls a contact center when …

"Do not confuse customer services with customer service.” – Bill Quiseng, Customer Service Speaker and Blogger Recently, I needed help resolving an issue with my father’s estate. I needed access to …