4 Essentials for Contact Center Success: The Best Days Are Ahead!

4 Essentials for Contact Center Success: The Best Days Are Ahead!

Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...
Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the...