Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference……Read more
How many employees does it take to break the customer experience? Just one. And unfortunately for most organizations, the customer experience is breaking or splintering hundreds if not thousands of times……Read more
As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue……Read more
“Most employees are trying to engage the empowered customer with the same siloed technologies and stagnant knowledge repositories they’ve used (or not used) for years. This is creating a customer……Read more
“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist……Read more
It’s easy when you’re asked about trends to talk about an innovative technology or feature you know is going to create a buzz. For 2016 however, we’ve decided to ask some well-known customer……Read more
A Christmas Carol by Charles Dickens has been inspiring change for well more than a century. It was written by Dickens to inspire social change, but also in hopes to change the direction of Dickens’……Read more
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016……Read more