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The Power of Positivity as Told by the Fonz
Guest Blog Author: Michael Bowling, VP of National Sales at ContactUS I don’t know if it was specifically planned this way or not, but if
Why Efficiency Isn’t Always the Holy Grail in Customer Service
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
3 Powerful Ways to Leverage Technology for Your Customer Experience via Social Media
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
Contact Center Trends for 2019 and Beyond
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
Bridging the Gap Between Agent Training and Customer Satisfaction
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.
Why PACE is Important
A Letter from PACE Vice Chair and Marketing Chair, Christa Heibel, as featured in the PACE Pulse (May 2019) Newsletter Dear Current & Potential PACE
4 Must-Have Customer Experience Competencies
While the 2018 U.S. Tempkin Experience Ratings Report doesn’t surprise me in terms of results, it does highlight a number of different topics of interest
How to Use the Customer Experience Maturity Model to Upgrade Your CX
The traditional Customer Experience Management (CEM) model could soon become a thing of the past. I’m seeing more and more companies willing to grab the
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