Performance & Metrics
Contributor: Ben Motteram
Posted: 02/21/2017
Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use? Full Article »
Posted: 05/19/2014
Few things are more familiar to contact centre professionals than criticism.  They are consistently bombarded with complaints about the ways their centres are damaging customer experiences and adversely impacting profitability. A more valuable--and markedly rarer--approach involves offering guidance on what they can do to become better.  What Full Podcast »