It's a tough business environment out there. Always-connected customers want - no, demand - that the companies with which they do business deliver solutions quickly and efficiendy. One bad, or even mediocre, experience can mean lost business. So organizations are quickly waking up to the fact that customer service matters. That's why the term customer experience has recently come into vogue. And it's why more businesses today (while still wanting to spend their dollars efficiently) now view customer service not just as a cost center, but also as a potential revenue center.
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