In 2024, I dove headfirst into the world of business analytics, uncovering hidden patterns and mastering data visualization. This journey has not only enhanced my understanding of CX, but also equipped me with powerful skills to drive meaningful change across the organization.
Diving Deep with Data: My 2024 Journey into Business Analytics Read More »
AHT is one of the most measured metrics in the contact centre. It’s also one of the most misapplied. Used correctly it’s an essential planning tool. Used as an individual agent target it quietly destroys your customer experience and demoralizes your team. Here’s the difference.
Average Handle Time: The Most Misused Metric in the Contact Centre Read More »
Most support leaders know their team’s average performance. Fewer know their team’s distribution — and the distribution is where the real management information lives. Here’s how to build a performance bell curve for your contact centre team and, more importantly, what to do with what you find.
How to Use Bell Curve Analysis to Understand and Improve Team Performance Read More »
The business case for offshore support always looks clean on paper. The reality — built on a plane to Bangalore and through months of managing across time zones, cultural dynamics, and a DTMF routing system held together with discipline — is considerably more complicated. Here’s what the spreadsheet didn’t tell me.
What I Learned Building a 24/7 Offshore Support Team from Scratch Read More »
Learn how to use AI to impact your Job Search. While AI has pros and cons, it can be used to help improve your chances of landing that perfect role if done well
Navigating the Job Market in an AI-Dominant World Read More »
Customer service is not about your company or your products. It’s measured by your customers. The organizations that get this right consistently do four things well: staff correctly, train deliberately, equip properly, and measure honestly. Here’s what each of those actually means in practice.
Building a Customer Service Operation That Actually Works — The Four Pillars Read More »
Every support leader has had this conversation: you’ve made the case for investment, and the CFO asks “what’s the return on this?” If you don’t have a crisp answer in financial terms — not CSAT points — you’re going to lose the budget. Here’s how to make the connection that gets CX investment funded.
The Business Case for CX: How to Get Leadership to Fund What Actually Matters Read More »
The Direct to Consumer (DTC) market is booming with many companies and consumers both realizing immense value from the new paradigm shift.
What You Must Know About Direct-To-Consumer Customer Experience Read More »
As life gets back to normal, and our superheroes begin to control the pandemic, businesses are holding onto the CX strategies that they had adopted earlier. Many companies have come to realize that the only reason some brands managed to weather the storm of Covid was because of the support and undeterred loyalty of customers.
