5 Ways to Get Better Customer Feedback
It may be common knowledge now that hearing from customers about what they really want and need from your organization […]
20
Oct
13
Oct
5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation
The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]
23
Sep
Are You Viewing the Experience Through the Lens of the Customer?
Whenever we deal with customers, we are asking our brains to do a lot. We are trying to see things […]
7
Jul
How to Build Customer Loyalty
Last month I wrote about the importance of metrics. Metrics drive behavior. You probably know the famous Peter Drucker comment […]
20
Jun
How to Keep WFM Employees Engaged
We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of […]
19
May
Why Operations VPs Need To Encourage Internal Customer Service Excellence
Recently I had a support team manager tell me that she had received feedback from a VP in the operations […]