I Did Quality Assurance Without Scores and I Liked It
I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]
Continue reading »Identifying Our Customers And Serving Them Better
I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]
Continue reading »I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger […]
Continue reading »Great customer service has so much in common with a great streak. When I think of streaks, I’m reminded of Joe DiMaggio’s 56-game hitting streak, […]
Continue reading »The stars aligned in a way when the windshields on both of my cars were cracked and in need of repair. Having known of a […]
Continue reading »On a recent road trip with my family, we pulled off the freeway for a quick lunch. We stopped at a restaurant with a drive-thru, […]
Continue reading »I’m a sucker for a good inspirational quote and recently had the opportunity to join Neal Topf and Paul Catherall on the Fireside Chats Without […]
Continue reading »The CX Question of the Day (#CXQOTD) for June 4 was, “Is surveying customers absolutely necessary?” You can click here to check out my answer […]
Continue reading »After a series of vacuum cleaners that lasted two or three years before biting the dust, we finally took the plunge and purchased a Dyson. […]
Continue reading »From the very beginning of this blog, it’s always been our practice to observe both good and bad customer experiences with the goal of learning […]
Continue reading »I’ve never considered myself an early adopter of technology. For one, I was by far the last of my friends to get a cell phone […]
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