Category: News

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…

Recently, I've had to engage a home contractor to redo the tiles in my bathroom. The whole project took a lot longer than I expected and while it finally was complete successfully, many lessons can be inferred into any industry or project, including customer experience. Training & Learning a…