“The Buck Stops Here”. Former POTUS Harry S. Truman had that saying on his desk as a reminder that when it came to ‘passing the buck,’ (an expression that means passing the blame) he was the very last stop. Where businesses are concerned, contact centers and...
It is lurking. When everything is going well we forget it’s slumbering presence, waiting to be awoken. One broken part, an incorrect billing or multiple fails and it awakens, sometimes with enough force to take down a business. It is the beast known as Customer...
Kym has a problem. He was supposed to have an automated monthly payment with his shaving club, Smooth Shave. Something went wrong. The charge went through his bank but isn’t reflected in his account. The whole reason Kym went on automated billing was to make...