CX Culture

Insights Categories:

What Contact Centers Can Learn From the Best Airport Lounges
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting ...
How to Enchant Customers & Employees…according to Guy Kawasaki
Increasingly, the experience is the product. The experience a customer has when they unwrap their purchase or get to personalize the music ...
Emotional Intelligence-Driven Voice User Interface Design
In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats ...
Emotional Intelligence
Where Emotional Intelligence and Customer Intelligence Intersect
Emotional Intelligence (EI) is all the rage these days in the upper echelons of customer engagement strategy discussions. If you can tap ...
Initiating Emotional Intelligence at PTP
I was sitting at dinner one evening talking to a partner about PTP’s culture when she excitedly said to me “you are ...
Replacing Bad Habits: Use Emotional Intelligence to Deal with Criticism
When I was in my twenties and single, I lived in Chicago. One weekend I was hanging out with a big group ...
How to Measure and Improve First Contact Resolution (FCR) in your Contact Center
Over the last several years, an increasing number of our clients have asked for advice on how to measure First Contact Resolution  ...

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