The Bad Guy I Know vs. The Bad Guy I Don’t in the Call Center

The Bad Guy I Know vs. The Bad Guy I Don’t in the Call Center

Have you ever heard the saying “the bad guy I know vs. the bad guy I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. I’m not sure...
6 Core Emotions in Customer Experience and Why They Matter

6 Core Emotions in Customer Experience and Why They Matter

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun. There’s a rich and vibrant discourse on social media about customer experience and customer service, and so...
Digital Customer Service on a Shoestring

Digital Customer Service on a Shoestring

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are...