The Two Faces of Customer Service Over the seasonal holidays, I did all of my gift-giving shopping over the phone or on the Internet, although sometimes having to hop off and get on their 800 numbers. All of my encounters were positive and very-much appreciated. I came to the conclusion that contact centers are putting a lot of effort into training their frontlines. In This Issue Along those lines, we are here to impart more information about contact center customer service. We hope you will apply all of this information and keep up the great work in the contact center.

Linda Driscoll-Dobel