The stories that people tell at a company, and about a company, really do matter. Just don’t forget that the day in, day out heroism, on every customer call, every customer interaction, matter as well. Full Article »
Many of today’s customer management professionals commonly talk a big game about the importance of CRM. Relationship-building, they argue, is a fundamental tenet of all contact center interactions. But knowing something needs to be done and knowing how to actually do it are two vastly different things. And, as a result of that difference, a Full Podcast »
How ignorance of a certain industry or its best practices can help fuel great success in innovation! Full Column »
Reduce costs, differentiate your business.
It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying...
I'll lose touch with our customer care process-and our customers
I'll lose control and quality
I can only outsource simple processes
But some of the world's b Full Whitepaper »