There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new...
Read More >>>Monthly Archives: October 2023
Boosting Your Contact Center’s Strategic Value
The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact...
Read More >>>A Fascinating Time for CX
Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about...
Read More >>>Voice of the Customer: As Essential as Oxygen
Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process...
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