7 Jul

How to Build Customer Loyalty

Jim Tincher

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment […]

28 Jan

Remember, Call Center Agents = Your Brand.

Jim Tincher

How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]

26 Feb

Five Traits of the Most Customer-Centric Contact Centers

Greg Levin

Most contact center organizations no doubt believe they are customer-centric, and they do indeed try to back that claim up […]