The Definition of Customer Experience
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website. Note: This article is no longer available. You can find...
Understanding the “Power of One”
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can...
Celebrating 30 Years of Contact Centers
It’s a new year and a great time to reflect on how contact centers have changed over time. Here’s a short (four-minute) video I developed with the ICMI team to show how service has evolved over the past three decades.