Empathy and the Customer Experience
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are
Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are
Revenue is a function of both price and volume. In turbulent times, many companies react to the uncertainty by focusing on growing volumes as the
As business leaders navigate the post-COVID-19 landscape, they are finding that traditional office and workforce models have changed forever. Companies that had diligently thought out
Dwight Eisenhower once said, “Plans are nothing, but planning is everything.” As a former CFO of a Fortune 25 sized enterprise, I have experienced this
If you peruse business management literature, you’ll find no shortage of conversation about Digital Transformation. Yet for all the hype, there is little specificity about
Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three
A traditional contact center quality program typically includes a team of experts evaluating frontline associates and business performance through varying customer contact channels such as
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While
Corporate Social Responsibility (CSR) is hardly a new concept for businesses, but it is quickly becoming a pivotal component for success. For many businesses, the
Recent shifts in customer demand have left companies scrambling to make sure they are meeting customer wants and expectations. As the need for companies to
Hiring the right talent for key positions is difficult, but once you have star performers in place, keeping them engaged can be an even bigger
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a
