Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing the contact center & valuable delivery models to succeed based on workforce trends.
The future of work is here. AI Robots are changing customer service experiences. Learn how to deliver excellence as humans & bots merge.
As companies are downsizing, the gig economy offers value for companies and individuals Learn about workforce trends and how you can benefit.
Customer satisfaction is directly linked to employee engagement. Learn & apply best practices to achieve loyalty and retention goals.
It’s less expensive to keep current customers than get new. Learn how to deliver exceptional customer service at the moment people need it.
Customer service operations & contact centers are going through dramatic changes in every organization and respective departments.
Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article in Psychology Today, co-written with Dr. Grant Brenner. We dive deep into using emotional intelligence to achieve great experiences.
The new year has arrived. Holiday gift giving is officially over. Like other families, mine are enjoying their presents especially the electronic ones. While getting new devices and setting them up has gone smoothly, obtaining help to address product questions is easy in some cases and frustrating in others. No matter how much I love a product, if getting help requires a high level of effort, I often return the item and tell friends to shop elsewhere.
It boggles my mind when great brands make bad decisions that directly impact customer experiences. I recently encountered a situation that clearly demonstrates an example of Doing CX incorrectly.
