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Call Centers Have a Huge Impact on Company Performance
A recent survey commissioned by Teleperformance and conducted by YouGov shed some insight into the importance that the contact center plays in the financial performance and growth of its parent...
View ArticleStop Trying to Delight Your Customers
WHAT!? No, you didn't read that wrong. This is the premise behind an article in the July/August issue of Harvard Business Review. The authors of this article argue that exceeding customer...
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Keeping It Simple with Your Voice of the Customer Program
In the past year, I’ve been fortunate to learn from our most successful customers about the practices and programs that they put in place in order to deliver phenomenal customer service. A key...
View ArticleMaking Your Voice of the Customer Program a Success
There is a Chinese proverb that says, “A single conversation with a wise man is better than ten years of study.” I thoroughly believe this to be true and as a marketer, I constantly look to my peers...
View ArticleCustomer Satisfaction……The Lifeline to your Contact Center!
Remember the game show "Who Wants to be a Millionaire" that provided a lifeline to its contestants to help them with tricky questions? The idea was for the contestant to call their smartest friend,...
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