11 Oct My Personal Customer Service Story: Empathy and Support Inspire Innovation
One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused...
CSAT Tag
19 Jun Contact Center Speak: QA Metrics and Terms Slideshow
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...
03 Apr Employee Engagement, CX and Happiness
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
22 Aug 5 Ways You’re Losing Customers Because of Your Contact Center/Call Center
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...