Contact Center Expo 2014 Highlights Cloud Computing and Customer Experience
Contact Center Expo 2014 Highlights Cloud Computing and Customer Experience.
Did THAT Just Happen? Service Failure at World Market
Have you ever had a customer service experience that literally leaves you disheartened? Have you continued to engage and be loyal to the brand, even after they’ve failed you? Last week in Extreme Engagement from Sweaty Betty, we disclosed that only 25% of companies feel customers are extremely engaged with their brand. ICMI and USAN…
Did THAT Just Happen? – Starbucks Monitors and Reacts in Real-Time
Last week in this blog series I made correlations between the services I received from US Airways, and the real-time management concepts from Brad Cleveland’s book, Call Center Management on Fast Forward. I’d like to continue with that theme and extrapolate out some of the other principles of real-time management that Brad describes and that…