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Holidays on the Horizon: Is Your Contact Center Prepared for the Chaotic Months Ahead?

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center during these months. I experienced this firsthand during my time as Director of Global Workforce Optimization at a Fortune 25 [...]

Ever-Elusive Customer Experience ROI

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask? Typically, it's something along the lines of: Why? What's in it for us? What's the customer experience ROI? If I spend money on those improvement initiatives, that takes money from some other initiative. Which [...]

By |January 25th, 2016|Best Practices / Metrics, Customer Experience, Featured|