What your customers think about your company is often a result of their experience when they contact you. Whether or not they remain customers is often a result of the quality of service you provide. Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits. Presented in this document are the best practices, trends, and innovations that can help empower your people to be more productive, your processes to be more intelligent, and your customers to be more satisfied.