The Problem With Not Fixing Customer Problems
By Verde Group
Nobody likes to hear bad news, but successful companies recognize that negative feedback is a vital mechanism for improving their products and customer service.
Refining the Hiring Process
By Susan Hash for Contact Center Pipeline
What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and help to grow the business?
Recording of the joint GTACC and LANtelligence webinar
Watch the recording of the recent webinar "New Trends Affecting the Future of Enterprise Contact Centers". This time Mike Aoki from Reflective Keynotes and the panelists were focusing on challenges and tough questions that leaders of the enterprise contact centers will face in the second half of 2018, next year and beyond.
There Are No Clear CX Leaders Among US Brands - For The Third Year In A Row
Forrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upwards, and the overall quality of the US customer experience is stagnating.