Author: EK

Call Centers. Everyone has them. Some are really legacy, like banks. Others are pretty newer. Most customers are not fond of them. Whose fault is it then? Is it the organization's fault that customers hate their call center? Or perhaps it is the vendor's fault for selling a substandard…

As a serious coffee aficionado, I can't get through a day without several cups of this delicious, aromatic brew. That said, just recently, I had a discussion around Customer Experience for a automobile dealer. With the changing market and consumer needs, sales were falling. Actually, retail sale…