by Christa Heibel | Aug 28, 2019 | Culture, Customer Experience, Sales & Marketing
In a business environment, a service culture focuses on providing an exceptional customer experience, while a sales culture concentrates on efficiency and sales for the business. These two areas need to be balanced in an organization, since one particular area, such...
by Christa Heibel | Aug 14, 2019 | Culture, Employee Relations
The Millennial demographic, which consists of people who were born in the 1980s or 1990s, has grown up with and adapted to many online technological changes. This includes phone apps, social media channels, and online marketing and shopping. So it is no surprise that...
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 | Apr 22, 2019 | Christa Heibel, CSAT, Culture, Customer Experience
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 bull by the horns and try out innovative approaches for staying ahead of the pack. There’s an increasing focus on...
by Christa Heibel | Sep 5, 2018 | Culture, Customer Experience, Employee Relations
It’s September, which means it is National Yoga Month! I’d like to kick off the month with my thoughts on promoting agent wellness, specifically through the ancient practice of yoga. Regardless of what industry you are in, contact center agents have one of...
by Christa Heibel | Jul 3, 2018 | Call Center Operations, Culture, Training & Development
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. Taking the analogy of a car as an example, while your contact center can be considered the car exterior,...
