Henry David Thoreau's quiet wisdom is best exemplified by sayings like, "in all things, simplicity." That's a nice credo to live by -- but it may be a hard one to fully embrace if you're trying to provide great customer service these days. After all, if you work in service, you have customers coming at you through a wider variety of channels than ever before. The phone is still No. 1 in terms of use, but when you add SMS, email and chat, you have an exponentially more difficult service puzzle to solve. 
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DIGITAL JUICE
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