What Customer Success Has Taught Me About Proximity
Proximity is an essential tool in measuring the customer experience. The right mix of proximity could move a companyâs customers from satisfaction to loyalty. The...
5 Operational Challenges That Could Derail Your Business In 2024
In the dynamic world of business, real challenges demand decisive actions and a willingness to drive change. My experience in reviving a business serves as...
Executive Spotlight: How To Manage Business Relationships
Whether you’re an entrepreneur, professional, or aspiring leader, learning how to manage business relationships is an important skill that can drive success in your career....
Executive Spotlight: The Importance Of Sustainable Business Practices
Sustainability is important in every aspect of life, including business. It’s no secret that sustainable business practices can increase efficiency, drive long-term success, and create...
Is Your Extranet A Customer Experience Differentiator?
Organizations are continually striving to be better and differentiate themselves from their competitors. One way to stand out is to expand your customer offerings with...
Executive Spotlight: How To Handle Working With Difficult Customers
You don’t have to work in customer service to work with difficult customers. In the business world, a customer is anyone (an individual or business)...
The Secret To Building Brand Loyalty
Taylor Swift is a dominant brand, leading the industry for over 15 years with a loyal fan base. She recently released her tenth studio album...
Reading Peopleâs Emotions: A Beginnerâs Guide
âJust the facts maâamâ â Wrong!
At school and university, we are constantly taught that only facts and rational, logical arguments matter. Then we enter the...
CSAT vs. Sentiment Analysis: Which Is Better?
During the pandemic, organizations had to interact with their customers digitally. Contact centers provided the companyâs âhuman face.â
Without face-to-face interactions, it is a lot harder...
How To Reduce Average Handling Time (AHT) In Contact Centers
Itâs common knowledge that approximately 65% of contact center costs are staffing costs. Inbound staff get paid by the hour. If your cost per call...
Pulling The Tigerâs Teeth: How To Deal With Angry Customers
Millions of people work in customer service. Customer service roles vary from contact center agents handling enquiries about a 10-dollar bus service to account directors...
âWhatâs In It For Me?â The 3-Stage Guide To Answering This Question
Why should I pay for that?
A U.S. company had a sales affiliate in the Czech Republic. Individual sales and marketing managers had various projects. Their...
