CH Consulting Group
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March Event Recaps
March was a busy month for CHCG – we sponsored two live online events – Diversity, Equity, and Inclusion in the Contact Center On March
Customer Journey Mapping in 2021
What is Customer Journey Mapping? Mapping a customer journey involves documenting the steps that a customer takes to arrive at a result that they want.
The Future of Remote Work in Call Centers
With the Covid-19 pandemic affecting workplaces, including high unemployment, businesses shutting down, and the increasing shift towards remote work; it wouldn’t be wrong to say
New Buying Patterns and the Customer Experience
The COVID-19 pandemic has transformed the landscape of our lives. These changes include less travel, an increase in remote workers, and more online shopping and
RFP Best Practices: Match Made in Heaven
What is an RFP? Putting together a comprehensive RFP process is essential for making good choices about selecting the right partners and vendors for your
Compliance: What’s New and What’s to Come
As we all know, the compliance landscape is ever-changing as new policies and regulations come out every year. Compliance can quickly become convoluted and difficult
Work from Home 101 & Optimization Best Practices
CH Consulting Group consultant and contact center expert, Wayne Barnes, discusses Work from Home (WFH) progress in the pandemic era: panic, normalization and optimization. When
Technology Trends in 2021
Have you re-evaluated your technology strategy to adapt to the new business world that has emerged post COVID-19? How does speech analytics, virtual agents, bots,
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