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 article, we share some of what we’ve learned about conducting Mystery Shopper research on Chatbots. You mean there’s
In this short article, I share one story of what a great Quality Assurance professional can do. When Cindy -
In this article I share CX lessons I learned judging CX Awards this year. Judging CX Awards is a privilege
In this article I share what to look for when you hire a new Contact Centre Manager. Our scenario -
In this article I look at the CX lessons we can learn from the Contact Centre industry. Let's consider -
In this short post we share 10 CCXP Exam Practice Questions for the Experience Design, Improvement & Innovation component of
It's time to rethink targeting Net Promoter Score® at the Frontline. In the old days, suspected witches were tested by
In this short post we share 10 CCXP Exam Practice questions for the Voice of Customer, Customer Insight & Understanding
In this short article I talk about Agent KPIs in the Contact Centre. "But Dan...if we don't have an Average
In this article I share how to use the True Calls per Hour calculation in the Contact Centre. We get
In this short article I ask - how did you get into the Contact Centre industry? Have you attended any
I'll be presenting my Keynote speech - What kind of experience does your Contact Centre deliver? - at the Customer