A Data-Driven Approach to Re-Engineering Your Call Center

A Data-Driven Approach to Re-Engineering Your Call Center

Many changes have been made over the years in the name of making things easier for the customer: Questions and Answers (Q&A) became Frequently Asked Questions (FAQs), which then morphed into Self Help (no initials, doomed for failure). But did those changes really...

Digital Innovation With A Soul

It has been said recently that “experience is the new brand.” According to a recent study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Our team believes this, and therefore we take the customer approach...