Blog

When it comes to Customer Service and Customer Experience, we have been privileged this year to be able to highlight and share some of the most amazing content and voices. From Shep Hyken to Jeanne Bliss everyone has contributed to the debate and thought process and we are honored to be able to feature them week after week in our CX Buzz blog post.

Imagine that you’re a customer service manager and you only have one agent at your disposal. What would that be like?

It is the season of lists. A time to reflect on the past year, analyze and make sure all your goals were met and you understand the results; A time to start planning, to make sure you apply the lessons you learned to make sure you are better able to meet your goals for the coming year.

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and...

Cloud is one of the most popular topics talked about today. But before I start explaining why I'm a ‘cloudoholic’, let’s define the term.

Finally we are starting to see some holiday season joy. Even though you are all probably wrapping up your campaigns and getting ready to party at your end of year-Xmas do, employee engagement, customer experience and giving good service should still be top of your priorities list. To keep you focussed we have featured some great pieces below from Sonal Jaiswal at Customerguru.in.

Hi. My name is Laura. Pleasure to meet you. I’m a forty-something, full-time, work-from-home, mother-of-two, wife-of-one, expert multi-tasker. I’m good at a number of things… and at this time of the year, that would be making New Year’s resolutions. My downfall is sticking to those resolutions throughout the year and I bet I’m not alone. Do any...