Thought leadership to help & inspire.
We believe that every industry professional has a personal obligation to share ideas, learnings & thoughts. That’s why we write and publish constantly – both in our own forums and in CX & Contact Centre publications around the world.
In this post, I share 10 Contact Center Operations Management questions for Contact Center leaders who want to gauge their mastery
Here's what Emily in Paris taught me about CX. In the show, Emily in Paris, there’s a funny scene between
In this article I talk about how to get better at writing. I wrote this as a response to a
What I learned from Thoreau came from stumbling across his quote in a science fiction book I was reading -
Regular and ongoing Employee feedback matters – even if Employees have to go out and get it. There are cool
What lessons can Contact Centre folks can learn from CX folks? I’ve written extensively about what lessons CX folks can
In this short article I share how the popular country music Artist, Conway Twitty, taught me a life-long lesson
In this short post I challenge the Reader to answer 10 Quiz questions on Quality Assurance. Though the Quality Assurance
In this short post I consider the role of good & evil in Customer Experience. The Marvel Cinematic Universe I
In this short and personal post I discuss the question - what can I do with my CCXP? Someone wrote
In this short article I discuss the question – what kind of Customer experience does your Contact Center deliver? It
In this short post I share my 6 Keynote Speech topics for 2020. Every year I write new Keynote Speeches