You don’t have to agree with customers’ complaints – but you have to agree that their complaint is important to them. Here’s how to make customers feel that way. More…
2011 Customer Experience Impact Report:
Getting to the Heart of the Consumer and Brand Relationship
Praise can make morale soar in a contact center – unless a leader screws it up. Here are the four most common mistakes. More…
Watch out: You may bury your message when you use some all-too-common business buzzwords. More…
Surprise: The main reason customers reach out to you in social media isn’t just to chat or vent. More…
Overall customer satisfaction is on the rise. Does your industry have an impact on the improvement? More…
You can keep agents happy and loyal to your company by regularly asking them these three questions. More…
Blame technology for the extra training you have to do. Then use our tips on the three best times to train agents. More…
Some days it’s harder to stay focused on your tasks in the contact center. Here’s help when you need to perk up. More…
You might be measuring too many – or the wrong – things in your contact center. This is what really matters to most customers. More…
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