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Kevin Zehnder - Executive Director, Customer Experience
Articles by this author
Getting the Most From Customer Surveys
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July 21, 2016
One of the most obvious outcomes of social media has been the willingness of people to share their opinions—both good and bad. According to a February 2016 study published by Ipsos...
The Ins and Outs of Creating Closed Loops
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May 19, 2016
Communication, empowered associates, and more are essential to delivering comprehensive services.Closing the loop. Bridging the gap. Businesses love using terms like these to describe efforts to...
Customers Don’t Care About Your Quality Assurance Checklists
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May 2, 2016
Quality assurance (QA) is often the cornerstone of a contact center’s management efforts. QA practices help enhance the quality of a service team by ensuring associates are following company...