fonolo.com/blog/2013/05/the-future-of-multi-channel-customer-service/?ls=web_twitter
genesyslab.com/blogs/authors/stefan-captijn/2013/hello-contact-center-manager.aspx
blog.glance.net/white-paper-supporting-customers/
business2community.com/customer-experience/7-tips...ecovering-from-a-bad-customer-experience-0493839
zendesk.com/resources/what-is-bad-customer-service
salesforce.com/form/pdf/gartner-customer-service-magic-quadrant-2013.jsp?d=70130000000tFIb
zendesk.com/resources/customer-service-skills-2013
stevecurtin.com/blog/2013/05/16/is-delight-your-customers-for-you/
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