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• Jul 1

  The Tale of a Table, 2 Stores and Why a Holistic Customer Experience Is Important

  Let me tell you the tale of a missing table. After three years in our current house, my wife and I are in the middle of a project to get our back garden landscaped and arranged just the way we want it. Continue reading...

• Jun 3

  How Do You Maintain Customer Experience on a Shrinking Budget?

  The COVID-19 pandemic has caused sharp drops in sales and revenues for many companies, resulting in layoffs and other cost-cutting measures, including reductions to customer experience (CX) budgets. Continue reading...

• May 8

  Deluged by Customer Contacts? Every Agent Counts

  Contact center operations are dynamic. Workloads randomly arrive in any center that handles customer-initiated contacts. This, coupled with the reality of how queues behave, means that agents who are helping manage the workload affect service level — in a good way — far more than they may reali...Read more

• Apr 27

  What Happens When Customer Support Works From Home?

  Many customer service operations had to go from centralized to distributed operations with the onset of the COVID-19 pandemic and the subsequent shelter-in-place orders. Needless to say, the move presents a variety of challenges. Continue reading...

• Apr 23

  4 Tips to Effectively Navigate Seismic Shifts in Customer Service Channels

  What hasn’t COVID-19 affected? The way we work, the work we do, the way we connect. Connection now resides in video conferencing, virtual happy hours and family FaceTime. In times of social distancing, this is our new lifeline. Continue reading...