One and Done: First Contact Resolution
Originally published in Contact Center Pipeline, May 2012 Have you ever picked up the phone to call a business, all the while thinking "I...
The Moment of Truth
Originally published in The Contact Center Pipeline, October 2016 My flight just got cancelled, and I have to make it home tonight to...
Closer to the Customer
Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15...
To NPS or Not NPS
Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS),...