Storytelling is a Trojan Horse for Customer Experience Learning
What is storytelling, and why is it an important tool to have in your CX Toolbox? In a post I […]
20
Nov
4
Nov
Are You Respectful of Customer Time?
Did you ever stop to think about how much time people spend on the phone making calls to complain about […]
22
Oct
Measure Twice, Cut Once (A Mantra for CX Change Management)
How well do you vet any process improvements or other changes within your organization before you make them? I’ve used […]
16
Oct
A Nose for Real-time Customer Service
Have you seen the viral video making the rounds about Sherlock, the adorable and very energetic dog “employed” by KLM […]
25
Sep
Customer Satisfaction Means Never Confusing Your Customer
Are your customers confused? Do you even know what that means? And do you know what the implications of customer […]
22
Sep
Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]