by Christa Heibel | Apr 9, 2019 | AI, Customer Experience, PACE, Strategy, Technology
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 Amazon, Google, Uber, Ring, USAA, Shutterfly, and so many more. The week was filled with fun, laughs, new friends and...
by Christa Heibel | Oct 24, 2018 | Business Practices, Consultants, Gap Assessment, Strategy, Uncategorized
As most of us know, the definition of insanity is very simple: doing the same thing over and over again and expecting different results each time. The contact center business has taught me that creativity and innovation are essential to staying relevant and ensuring...
by Christa Heibel | Oct 3, 2018 | Business Practices, Strategy
As a business owner, I am sensitive to the time of year we are in now. For many of us, this is the time where we start thinking and strategically planning for 2019 projects. Perhaps you need a new vendor, updated technology and processes or a complete customer...
by Christa Heibel | Oct 1, 2018 | Customer Experience, Employee Relations, Personal Development, Strategy
In honor of National Customer Service week, we did a round up of 10 quotes that will inspire your customer service team! Please share these quotes with them this week and let them know how important they are to the success of your company. “The greatest...
by Christa Heibel | Aug 23, 2018 | Business Practices, Call Center Operations, Consultants, Insourcing vs outsourcing, RFI/RFP, Strategy
Learn From Your Mistakes and Move on! A breakup with your BPO (Business Process Outsourcing) vendor can be a painful experience especially if you’ve shared many years of “togetherness”. But there is such a thing as a good breakup as opposed to a bad breakup. A good...
by Christa Heibel | Aug 21, 2018 | Business Practices, Call Center Operations, Consultants, Insourcing vs outsourcing, RFI/RFP, Services, Strategy
Keep Your Options Open If you have broken up with your BPO (Business Process Outsourcing) vendor, it’s now time to take stock of your business and re-evaluate your position and options. Consider whether you want to do an insourcing or outsourcing model, or a...
