Customer experience has always been a way for businesses to differentiate themselves. Some companies provide support “faster” than their competitors Some companies provide “cheaper” solutions than...
Customer experience has always been at the center of every successful business. I’ve been leading teams for more than 30 years, and I can tell you that...
Now more than ever, CEOs are focused on customer experience and controlling costs—and making sure their contact centers are fully optimized goes a long way in...
One of the most important business metrics during a recession is customer retention. Of course, getting new customers is vital to growing a business, but keeping...
Back in the early 2000s, a company called Liveops did something radically different in the business process outsourcing (BPO) space. As a call center, they were...
Keeping customers happy comes down to one thing: managing expectations. When someone says, “I just had a terrific experience,” what they are really saying is the...