by Christa Heibel | Apr 9, 2019 | AI, Customer Experience, PACE, Strategy, Technology
The CH Consulting Group team had an amazing time at ACX’19! We had the pleasure of joining industry professionals from CX leading companies such as Amazon, Google, Uber, Ring, USAA, Shutterfly, and so many more. The week was filled with fun, laughs, new friends and...
by Christa Heibel | Apr 3, 2019 | Christa Heibel, CSAT, Customer Experience
I talk a lot about the importance of customer experience data in my blog because I am a firm believer that it is a major component of success for a contact center business. However, for data to be useful and compelling, we must have a means to measure it. Tracking the...
by Christa Heibel | Feb 12, 2019 | Call Center Operations, Customer Experience, PACE
As Vice Chair of the PACE Board of Directors, I want to personally invite you to our big show that’s coming up in less than two months – ACX 2019! ACX is our annual Convention and Expo, which takes place March 31-April 3 in San Antonio, TX. Have you thought about...
by Christa Heibel | Feb 5, 2019 | Call Center Operations, Compliance
To kick things off for the blog in a brand new and exciting year, I’m going to be tackling a hot topic for which I have been receiving a lot of questions lately – The California Consumer Privacy Act (CCPA). Incidentally, even though this law was signed in June...
by Christa Heibel | Jan 10, 2019 | Call Center Operations, Customer Experience, Employee Relations
Everyone talks about the latest and greatest technology as the “future” of the contact center, but I beg to differ. I would say that the future lies in your contact center agents. These agents are the biggest human resource investment you can make in your...
