by Andrew Studee | Jan 2, 2019 | Uncategorized
The graphic below relays our perspective on marketplace trends this year, based upon conversations with many companies in customer service environments in a variety of industries.
by Andrew Studee | Dec 3, 2018 | Uncategorized
Customer service environments, and contact centers in particular, tend to have a multiplicity of data. When focused and reviewed regularly and strategically, the available data enables organizations to provide superior customer experience and decrease operating costs....
by Andrew Studee | Nov 5, 2018 | Uncategorized
We drove through several miles of low-rise public housing to reach our destination. A security guard studied us carefully from a watchtower when we arrived at a 20 foot high fence, complete with barbed wire. It was a scene straight out of a spy movie: a covert...
by Andrew Studee | Oct 1, 2018 | Uncategorized
As customers, we only reach out to companies when we need help. We consider it a victory when we navigate through the automated phone prompts to finally connect with a human voice. It adds insult to injury when our issue is not resolved on the initial call – forcing...
