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.
Organizations aren’t courageous, people are. And Customer experience takes courage. Cowardly Lion: All right, I’ll go in there for Dorothy. Read more
This article examines the Customer experience impact of pushing Callers to self help options as a method to improve Contact Center Read more
This article is about the risks inherent in channel blending in Contact Centres. Channel blending is defined as having Agents Read more
When you own a business, you have no choice but to put yourself into situations that you find uncomfortable – Read more
It’s not ok to blame poor organizational culture on national culture. One of the great things about working in many different Read more
The ability to write a great email is complex skill – not simply the competency to read and write. There’s Read more
An innovative industry deserves an innovative Awards – and I’m privileged to have been involved as a Judge & Chairman. Read more
The ability to carry on a conversation in a service setting is a fine art. A great conversation evokes the Read more
It’s always fun to present at internally hosted Service events. You know – those events that most service-oriented organizations hold Read more
Get Contact Center industry-leading training at subsidized rates in Singapore! Since 2014, Singapore’s Employment & Employability Institute (e2i) has endorsed Read more
In an industry driven by excellence, it’s an honor to be recognized by Clients & Partners. Received in January & Read more