Robocalls’ Impact on the Digital Contact Center
Public trust for telephony centered communication will erode by robocalls, impacting businesses with legitimate need to contact customers. By JD
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Category: CX Leadership
Human Centered Holistic Design Improves Customer Experience at a Government Contact Center
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeholder's journey and satisfaction. By
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Managing Millennials in Call Centers
Managing millennials in call centers requires first understanding them, and transparent, open, specific, & connective communication. By Colin Taylor I read
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Contact Center Health Assessment Prevents Crises and Resolves Issues
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By
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Customer Communication in a CX Crisis and Leadership Responsibility
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & internal workforce.
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Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.
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