We Have a Quality Program. So Why Isn’t Quality Improving?
We have a quality program. So why isn’t Quality improving? That’s what a CEO asked me and I share some ideas in this post. This article is part of our Contact…
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Our Team Leader Resource Series
Team Leaders are the heartbeat of the Contact Center. That’s why we’ve created this Team Leader…
Mystery Shopper Research: Performance Standards (Part 5)
Welcome to Part 5 of our Mystery Shopper Research Series – where we explore how to…
What Really Happened to Your Customer: Our Mystery Shopper Research Series
Introducing our Mystery Shopper Research Series – what really happens to your Customers. This series shares…
Mystery Shopper Research: Scenarios and The Magic 20% (Part 4)
Welcome to Part 4 of our Mystery Shopper Research Series — where we cover Scenario Design…
Mystery Shopper Research: Research Objectives (Part 3)
Welcome to Part 3 in our Mystery Shopper Research Series — where we cover common research…
Mystery Shopper Research: Definition and Value (Part 2)
Welcome to Part 2 of our Mystery Shopper Research Series — the definition and value of…
Mystery Shopper Research: Myths, Mistakes & The Method (Part 1)
Welcome to Part 1 of our Mystery Shopper Research Series — on myths, mistakes and the…
Lions, Tigers, and Bears: Navigating Customer Service Challenges
Leading in Customer Service can feel like navigating a dark forest of challenges. Fortunately, most of…
10 Quiz Questions on Live Chat
These 10 Live Chat quiz questions are designed to test your understanding of core Live Chat…
German Fairy Tales Are Terrifying — Much Like How Some Leaders React to ‘Bad’ CX News
German fairy tales are terrifying – much like how some leaders react to ‘bad’ CX news…
Lessons on Working with Senior Leaders at the Getty Museum
How I learned to work with senior leaders when I worked at The J. Paul Getty…
What Running an Art Gallery Taught Us About CX in the Real World
What running an art gallery taught us about CX in the real world. This article is…
Comments on McKinsey’s “The Evolution of Customer Care”
Many of the pressures facing Contact Center leaders today are described as “new” — but most…
Your Super High Quality Scores May Be Holding Your Team Back
Do your super high Quality scores really reflect stellar performance — or are they hiding deeper…
Are We Becoming the CX Police?
A CX leader recently asked me, “But where is the Customer in all this?” That question…