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Publications & Blogs

Common causes for f-bombs in customer feedback.
Pet peeves that lead to a negative customer experience
Let’s Take the Hamburger off the Menu!
One simple thing you can do to improve on your mobile experience
Your Call is Important to Us . . . Please Hold.
Focus groups and usability tests help avoid the trap of unhelpful automated phone systems
A humorous look at the usability profession
Time is Money: Impacts of Usability at a Call Center.
How to increase call handling efficiency
Case study: Nicor Gas My Account Redesign.
See the dramatic before/after customer sat ratings
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