Amazing customer experience is one of the most important factors that influence the efficiency and effectiveness of any contact center. What are the five cults of customer experience and how can you achieve them?
What difference can you expect when you implement management guidance and agent support systems in your contact center? Predictable and consistent performance improvements.
John DiJulius, III looked back on mistakes and regrets and found a pattern. He’s always been the underdog, and when he takes that chip off his shoulder and feels he deserves the recognition he’s received; he ends up in a bad place.
Serena Smith was 31-years old. She was shepherding a huge transition at work and a lot of people were looking to her for comfort and stability in the change. And her superiors were looking for results. That’s when she found a lump on her…
Mary Lippitt was trying to influence her bosses and was rejected. When she was able to finally meet with the top executive, she realized she needed to open her mind and to recognize that her facts contained many gaps and she needed to…
When planning this event I'm certain the events team could have never planned for what happened during the opening keynote of this customer service conference.