For years, B2B ecommerce organizations viewed outsourcing as a simple fulfillment or call-center solution—mainly a way to offload order...
The contact center is no longer just a cost center; it’s a critical component of the customer experience and...
Mapping the Customer Service Journey to Improve Customer Experience In the days before Google Maps, finding directions to a...
Three Unexpected Ways to Capture Customer Data Thanks to technological advances, businesses have more access to data than ever...
So, You Have Customer Service Data. Now What? The holiday season has come to an end. Since your company...
How Much Do You Value Your Customers? If the answer is some to very much, then keep reading. If...
Business decisions, rocket science, and understanding the difference. Part 1. Have you ever heard the one definition of insanity...
