Solutioning 101
When solving business problems, it is advantageous to get varying expert opinions. Internal viewpoints are always helpful because they come from those who know the
When solving business problems, it is advantageous to get varying expert opinions. Internal viewpoints are always helpful because they come from those who know the
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center
One of the most important responsibilities of a CEO is ensuring that the next generation of leaders is prepared to take over the reins of
Effective coaching and training for frontline associates and managers are critical enablers of delivering a differentiated customer experience, achieving associate career aspirations, and driving business
Developing service excellence at the Contact Center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for
It’s all about the ideas. “I just need to come up with that one great idea.” It’s a mantra that many innovators tell themselves. I
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
Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items. The internet
As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions
Companies spend a lot of money, resources and time creating quality monitoring programs that enhance their customer experience, however much of their effort is wasted
The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and
Market conditions and customer expectations are constantly evolving, exposing gaps and creating opportunities for customer experience improvement. With the proliferation of new contact channels, digital
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