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 short post we share 10 CCXP exam practice questions for the Customer Experience Strategy component of the overall Read more
In this short article I talk about implementing appropriate Contact Centre Wait Time Metrics and strategies. It’s not about the Read more
I’ve learned a few things about great Telemarketing operations and share some of these in this short article. Just like Read more
In this short article I look at an example of how otherwise ‘good’ people follow bad Contact Centre process. Sitting Read more
In this short article we share how a group of Lifeguards brought Customer Experience to life in a Singapore-based waterpark. Read more
In this short article I share why I think shiny toy syndrome is an ineffective approach to improving the Customer Read more
Organizational culture matters more than where you live. And blaming ‘national’ characteristics for poor behaviour is just lazy. That first Read more
In this short article I share the true story of my former boss, her green Jaguar automobile and how they Read more
In this short article I warn against tai chi’ing your Contact Centre Customers when they need your help. There are Read more
When you coach you’re either helping or keeping score. In this short article I explain the difference between the two. Read more
The purpose of this article is to share some thoughts on what it takes to move from Contact Centre management Read more