Tim Prugar

What Does Net Neutrality Mean for CX?

(Photo by Adam Birkett on Unsplash) With the looming December 14th FCC vote to overturn Obama-era net neutrality rules, activists and lobbyists are hard at work. For proponents of the new legislation, the government needs to “stop micromanaging the Internet.” For supporters of America’s current...

How to Fight Fraud and Provide a Frictionless Customer Experience

With studies showing that most consumers are willing to pay more for a better customer experience, there’s been an arms race to create the most "frictionless" or "seamless" experiences possible. Brands like Amazon, who started featuring the “one click” purchase button, are focusing on...

What Does A Customer Experience When You Handle Fraud the Right Way?

Speed I had just become the victim of credit card fraud. While sitting at my desk, I received an email alert from my bank — one of the largest in the United States — that my credit card had just been used in Iowa. Of...

Grow Your NPS by Making These 3 Improvements in the Call Center

Net Promoter Scores have become an important yardstick for organizations to measure overall customer satisfaction with a product or service, as well as brand loyalty. While satisfaction and loyalty are critical elements of building a successful company, some studies have shown that NPS has...

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