Most Voice of the Customer programs begin the same way: with genuine excitement and unusually strong executive buy‑in. There’s a clear mandate from the top to “listen better.” A vendor is selected. Dashboards are built. Surveys are launched with care and optimism. Leaders talk openly about how important customer voice is going to be to […]
The Uncomfortable Truth About Voice of the Customer Programs Read More »
It’s important to understand not only the clients that are bringing you money, but also the ones that are not. Just as importantly try to understand what they are costing you!
I’ve been on both sides of a software RFP more times than I’d like to count. I’ve written them as a buyer — for ticketing systems, CRM platforms, workforce management tools, knowledge base software. I’ve sat through the demos, scored the responses, run the procurement process, and lived with the consequences. What I’ve learned is
How to Write an RFP for a Support Tool (That Actually Gets You the Right Answer) Read More »
Discover why exceptional customer service is crucial for business success. Learn proven strategies for customer retention from a veteran in technical support and CX
Keeping and Retaining your Customers – Why Exceptional Service Pays Read More »
Master the Voice of the Customer (VoC) to unlock business growth. This guide, provides a step-by-step approach to building a robust VoC program, handling negative feedback, and leveraging customer insights for success.
Voice of the Customer: Mastering the Art of Listening to Your Customers Read More »
Discover how exceptional service elevates customer experience beyond price and quality. Learn actionable strategies to empower teams and foster loyalty.
Service Wins the Game: Elevating Customer Experience Beyond Price and Quality 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 »
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 »
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 »
