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.
It’s time to rethink targeting Net Promoter Score® at the Frontline. In the old days, suspected witches were tested by Read more
In this short post we share 10 CCXP Exam Practice questions for the Voice of Customer, Customer Insight & Understanding Read more
In this short article I talk about Agent KPIs in the Contact Centre. “But Dan…if we don’t have an Average Read more
In this article I share how to use the True Calls per Hour calculation in the Contact Centre. We get Read more
In this short article I ask – how did you get into the Contact Centre industry? Have you attended any Read more
I’ll be presenting my Keynote speech – What kind of experience does your Contact Centre deliver? – at the Customer Read more
In this article I share what I learned running 60 classes on CX values and Culture for one Client – Read more
In this article I share some ideas on how to help your Contact Centre Team Leaders do better. Common barriers Read more
In this short article I share some suggestions for industry Awards entrants. I like judging industry Awards This year I’m Read more
In this short article I consider this question – whatever happened to First Contact Resolution? Last week I was judging Read more
In this short post we share 10 CCXP exam practice questions for Customer Research Know How. CCXP = Certified Customer Read more