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A focused team reviews a detailed RFP scorecard to objectively select the best customer support tool

How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer)

Customer Experience

How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer) Read More »

Wisdom distilled: Reflecting on nearly two decades of evolving customer experience leadership

What 19 Years of Support Leadership Actually Taught Me

Leadership

What 19 Years of Support Leadership Actually Taught Me Read More »

Fig 17 06 2020 01 33 13

The 80/20 Rule in Support Operations: A Practical Guide

Customer Experience, Operations

The 80/20 Rule in Support Operations: A Practical Guide Read More »

the evolution of ai in cx

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me

AI

I Wrote About AI in the Contact Centre in 2018. Here’s What I Got Right — and What Surprised Me Read More »

Exceptional Service

Keeping and Retaining your Customers – Why Exceptional Service Pays

Customer Experience

Keeping and Retaining your Customers – Why Exceptional Service Pays Read More »

Discounting

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success

Leadership

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success Read More »

essence of exceptional service

The Mantra of Exceptional Service: Lessons from the Front Line

Customer Experience, Leadership

The Mantra of Exceptional Service: Lessons from the Front Line Read More »

Leading Technical Teams

Navigating the Tightrope of Leading Technical Teams: A CX Expert’s Playbook for Success

Leadership

Navigating the Tightrope of Leading Technical Teams: A CX Expert’s Playbook for Success Read More »

Illustrated scene showing a support agent icon communicating with a customer icon against a stormy background with lightning. A red speech bubble with an “X” and a green speech bubble with a checkmark represent false resolution versus true first call resolution.

First Call Resolution: Why It’s One of the Hardest Metrics to Get Right

KPI

First Call Resolution: Why It’s One of the Hardest Metrics to Get Right Read More »

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