customer experience

Ringside: Insider Interview with Paolo Fabrizio

Consumers have changed in meaningful ways in the past year, and now it’s the responsibility of businesses to keep pace…

8 months ago

The Importance of the Call Centre in the Delivery of CX

If you’re a frequent reader of this blog, you know I’m a big believer in the value of customer experience…

8 months ago

Delivering Exceptional Customer Experience: Tools, Talent and Training

Carlos Hidalgo gives more advice on delivering customer experience through the contact centre, managing and leading remote teams, and preparing…

9 months ago

How to Successfully Motivate Your Remote Contact Centre Team

Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was…

9 months ago

Traps to Avoid To Manage Your Call Centre Costs

I remember a conversation I had with one of my business mentors when I was starting out on my own…

9 months ago

The Phone Is Not Dead

In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word…

10 months ago

Building a Human Connection in CX

This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that…

10 months ago

Guide to Email Management in Call Centres

For customers who want to cut out lengthy call queues and deal with responses to queries at a time that…

10 months ago

Regaining Your CX Edge

It is hard to argue that 2020 was the most disruptive year to business that any of us have ever…

10 months ago

This website uses cookies for analytics and functionality purposes. If you continue browsing our website, you accept these cookies.