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    Beyond Expectations: Brigitte Bailey on Setting a New Standard in CX

    From an inaugural customer service vision memo to “secret shopper” quality assurance, online self-service, and front-line agent training programs, @Brigitte Bailey has implemented a top to toe customer experience overhaul that’s resulted in customer satisfaction rates any CX professional would dream of. But she’s not working for a beloved consumer brand. Instead, she’s the Director of Customer Experience and Solutions for Fulton County, Georgia. Read more...