CH Consulting Group

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Call Center Operations

Put the Spark Back in Your Holiday Customer Service

I really enjoy all the summer holidays, especially the most recent one we celebrated! The Fourth of July is a wonderful time to bond with

July 17, 2018

Business Practices

Back to the Basics, Part Four: Quality Assurance

As a contact center professional, I am sure that you are aware of what quality assurance means for your operations and why it is important.

July 12, 2018

Business Practices

Back to the Basics, Part Three: Training in the Contact Center

Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what enables agents to handle customer

July 10, 2018

Business Practices

Back to the Basics, Part Two: Workforce Management in the Contact Center

Workforce Management (WFM) is a set of integrated activities that work together to optimize the productivity of the workforce. Typically, the process is automated through

July 5, 2018

Call Center Operations

Back to the Basics, Part One: Contact Center Operations Management

Your contact center is central to your customer service delivery and the overall customer experience, whether it’s through the phone, email, chat, or social media.

July 3, 2018

Customer Experience

CCW Vegas 2018 – It’s a Zoo Out There!

Every year, I go to IQPC’s Customer Contact Week (CCW) in Las Vegas – which in my opinion, is one of the most important contact

June 28, 2018

Consultants

Customer Experience Isn’t Just for Retail

For many organizations out there, a customer experience strategy may not be fully developed due to misconceptions that it is mainly relevant in the retail

June 26, 2018

Customer Experience

Why AI is Not Enough

For millions of people around the world, myself included, Artificial Intelligence (AI) is deeply embedded into our daily lives. In some form or another we

June 22, 2018

CH Consulting Group

Blog Content

Put the Spark Back in Your Holiday Customer Service

Back to the Basics, Part Four: Quality Assurance

Back to the Basics, Part Three: Training in the Contact Center

Back to the Basics, Part Two: Workforce Management in the Contact Center

Back to the Basics, Part One: Contact Center Operations Management

CCW Vegas 2018 – It’s a Zoo Out There!

Customer Experience Isn’t Just for Retail

Why AI is Not Enough

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