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Mandy Poston

VP of Operations

Recent Posts

How Language Services Help Contact Centers Become Consumer-Centric

[fa icon="calendar'] May 11, 2017 10:57:50 AM / by Mandy Poston posted in Language Services, Contact Centers

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Customer Centric_-01

Contact centers are the frontline of the customer’s experience, so it’s no wonder why contact centers are implementing customer-centric models and methodically monitoring Key Performance Indicators (KPIs). These KPIs, such as First Contact Resolution, Average Handle Time and Call Abandonment Rate, provide valuable insight into customer satisfaction.

Yet, contact centers across the country struggle with Customer Satisfaction (CSAT)--and the data

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3 Features a Language Services Partner Should Offer Your Omnichannel Contact Center

[fa icon="calendar'] May 4, 2017 9:28:42 AM / by Mandy Poston posted in Language Services Data, Contact Centers

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In his March 2016 article, Baker Johnson shares 3 tips for Outstanding Omnichannel Service while moving to a more customer-centric model:

  1. Do Your Research. Analyze your customers.
  2. Roll Out New Channels One at a Time.
  3. Implement the Right Tools and Technologies to Make Customer Service and Support on Multiple Channels Both Simple and Manageable.

We could not agree more. 

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