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What’s Your Customer Service Mantra?
4 September 2019
What exactly is a customer service mantra? It is more than your...
Sales versus Service Culture
28 August 2019
In a business environment, a service culture focuses on providing an exceptional...
Why Efficiency Isn’t Always the Holy Grail...
5 June 2019
A recent market study by the CCW, entitled ‘The Future of the...
3 Powerful Ways to Leverage Technology for...
29 May 2019
In an earlier blog on the CHCG website, I talked about the...
Contact Center Trends for 2019 and Beyond
22 May 2019
Coming into the half way mark of 2019, I thought it would...
Bridging the Gap Between Agent Training and...
15 May 2019
In one of my earlier blog posts this year, I talked about...
Why PACE is Important
7 May 2019
A Letter from PACE Vice Chair and Marketing Chair, Christa Heibel, as...
4 Must-Have Customer Experience Competencies
24 April 2019
While the 2018 U.S. Tempkin Experience Ratings Report doesn’t surprise me in...
How to Use the Customer Experience Maturity...
22 April 2019
The traditional Customer Experience Management (CEM) model could soon become a thing...
What We Learned at ACX’19
9 April 2019
The CH Consulting Group team had an amazing time at ACX’19! We...
3 Winning Strategies for Customer Experience Management...
3 April 2019
I talk a lot about the importance of customer experience data in...
Why Should I Attend PACE ACX’19?
12 February 2019
As Vice Chair of the PACE Board of Directors, I want to...
The Future of the Contact Center: Your...
10 January 2019
Everyone talks about the latest and greatest technology as the “future” of...
Your Feedback is NOT Important to Us
7 November 2018
A customer satisfaction survey is important for your contact center business for...