Four compelling reasons for leveraging contact centers to optimize the customer experienceMost contact centers are a lifeline for support on critical issues and support challenges. If contact centers are a pivotal part of the business growth…
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The three C’s of customer experience (CX)How can we tell if a company is delivering a great customer experience? Or a proactive experience? Here are the three C’s organizations should be doing…
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How to transform the contact center into a growth and value center? Here are three questions to guide the business.Transformation is a business initiative required to provide timely and acceptable service value. But what does it look like in today’s changing busines…
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What is a service-based paradigm mindset (excerpt from my book, "The Service-Based Paradigm Mindset."In this era where customers compete against their own limited time and coveted success, a customer-first mindset must be shared with every person in yo…
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Designing customer experience through an Experience Framework (Part 1)Customers are the source of business growth and success. No one will argue with it. But how companies design customer experience and success will deter…
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