CH Consulting Group
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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
What We Learned at ACX’19
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
3 Winning Strategies for Customer Experience Management in Your Contact Center
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
The Role of Cyber Security in the Customer Experience
Guest Blog from Stacey Pierce Data breaches are a common occurrence in this day and age, and vulnerability can cost you far more than physical theft – it can
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