How well do you vet any process improvements or other changes within your organization before you make them? I’ve used […]
Have you seen the viral video making the rounds about Sherlock, the adorable and very energetic dog “employed” by KLM […]
Are your customers confused? Do you even know what that means? And do you know what the implications of customer […]
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on […]
I recently had the privilege of speaking to the people of Ace Hardware about creating amazing customer service. If you […]
Everyone knows the old saying, “Nobody’s perfect,” and since customer service is delivered by human beings, it won’t always be […]