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Today, two-thirds of companies compete on customer experience alone (compared to 36 percent in 2010). Brands must stand out by delivering an exceptional customer experience. Of course, everyone knows that better service makes for happy customers. Happy customers are much less likely to return products or demand a refund.
If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. It also involves providing consistent service across all these channels.
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