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There is an abundance of customer feedback available from social media websites, contact center notes, surveys, and focus groups, so how do you make sense of all that feedback?Text Analytics is a...
When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...
Remember the promises we all heard regarding how technology was going to make our lives easier? How’s that working out for you? We haven’t moved to a four-day work week, nor have our...
It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...
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...
This isn’t your grandmother’s retail environment. It may not even be your mother’s. The retail playing field has changed as the lines between digital and physical stores...
A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) posited that businesses can stretch their sales and marketing investments and achieve better results by, first and...
If you work for a bank, your company’s core competencies are centered on growing each customer’s assets. Healthcare providers focus on helping patients achieve healthy lifestyles. In...
The goal of most companies is to grow and build a strong foundation of products, loyal customers, and profitable bottom lines. As growth increases, so do the costs and responsibilities of managing...
There's an old axiom that continues to ring true: Engaged employees lead to satisfied customers. Unfortunately, research continues to point to rising levels of employee disengagement. In fact,...