Ghosting Is Bad Business (Here’s Why)
The Edge of Service: Issue 67 Think ghosting is saving your organization time and resources? It may be quietly costing you far more than you realize. Ghosting, in a professional setting, is when an organization or individual simply stops communicating: no closure, no...
Workforce Optimization Blind Spots
Most workforce optimization programs focus on forecasting, scheduling, quality management, coaching, and performance management. Those capabilities remain essential. But they’re no longer enough. Increasingly, the customer conversations that shape customer...
The contact center knows your customer best. Are you using it that way?
In my experience, after decades of working with contact centers across virtually every industry, only a fraction of organizations truly leverage the strategic value of their contact centers. Those that do tend to pull ahead quickly. And they tend to see the contact...
The P-51’s Lesson for Customer Experience and AI Leaders
The Edge of Service: Issue 65 I recently had the opportunity to fly in a historic aircraft, the P-51 Mustang. For someone who loves aviation, it was one of those experiences I’ll never forget (watch the video). It reminded me of a lesson that’s incredibly...