he Power of Generosity- Why Spoiling Your Customers is Worth the Money Posted 4/5/2002
Owning the Relationship- How Empowering CSRs Improves the Customer Experience Posted 10/11/2000
Reinventing the Call Center- Customer Service for the Digital Age
Posted 5/29/2000
Trust on the Web- How to be Real in a Virtual World
Posted 8/7/1999
Customer Service Tips- For the Real and Virtual World
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