by Christa Heibel | Jun 5, 2019 | Call Center Operations, Customer Experience
A recent market study by the CCW, entitled ‘The Future of the Contact Center in 2019’, brings up some interesting observations about the pursuit of efficiency in the customer experience and customer journey. Conventional wisdom dictates the importance of driving...
by Christa Heibel | May 29, 2019 | Customer Experience, Social Media, Technology
In an earlier blog on the CHCG website, I talked about the impact of social media on the customer experience. Given the increasing emphasis on the usage of technology in all aspects of the contact center operation, it’s a good time to talk about how to merge emerging...
by Christa Heibel | May 26, 2019 | Uncategorized
CH Consulting Group has partnered with an international FDA compliance firm whom is seeking a skilled, experienced, senior-level sale veteran for their Director of Sales & Customer Service position. Since opening up their headquarters in Hampton, Virginia, our...
by Christa Heibel | May 22, 2019 | Business Practices, Call Center Operations, CSAT, Culture, Customer Experience, Technology, Training & Development
Coming into the half way mark of 2019, I thought it would be the perfect time to look into some of the current trends in the contact center industry and what we can expect going forward. If you’ve been following the CHCG blog, you know that much of our focus is on...
by Christa Heibel | May 15, 2019 | Customer Experience, Training & Development
In one of my earlier blog posts this year, I talked about why your agents are the foundation and future of your contact center business. I also discussed best practices to incorporate in selecting, on-boarding, and developing your agents. In today’s post, I’m going...
