Customer Service is not a Destination, it’s a Journey
In the age of disruption, Ryanair may best encapsulate the contrarian, rule-breaking...
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How MEC Put the Customer First During its Rebrand
Ah, the great outdoors. In Canada, we are blessed with an abundance...
Hold Time in Real Time: Booking with Air Canada
Picture it: A young American family booking a flight to a city...
4 Brands Using Cutting-Edge Customer Service Technology
With the powerful tool of social media, customers everywhere now have an...
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4 Brands Providing Amazing Customer Service with Social Media
While call centers continue to be a crucial component to a company’s...
Air Canada and the Customer Service Question
There are some amazing benefits to living in Canada (socialized health care,...
How Trader Joe’s Makes the Experience its Competitive Advantage
After graduating from university, I spent a sun-soaked 18 months living in...
Don’t Let On-Premise Infrastructure Hold Your Call Center Hostage
What do contact center and customer service executives consider when trying to...