Understanding how to improve the customer experience from the inside out is one thing. Trying to attain the outside-in perspective […]
Last month I wrote about the importance of metrics. Metrics drive behavior. You probably know the famous Peter Drucker comment […]
“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies […]
As contact center environments have become more complex, strategic business leaders are looking for innovative ways to spend less and […]
I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to […]
Are your customers confused? Do you even know what that means? And do you know what the implications of customer […]