by Andrew Bosko | May 19, 2021 | Uncategorized
I’ve said it before: there are countless ways to measure a contact center’s performance. While each metric means something, the truth is, some are more useful and informative than others. More importantly, no single performance measurement is capable of helping a...
by Andrew Bosko | May 8, 2021 | Uncategorized
As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many...
by Andrew Bosko | May 4, 2021 | Uncategorized
The Most Successful Businesswomen to watch, 2021 Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc....
by Andrew Bosko | Apr 29, 2021 | Uncategorized
A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right In one short year, everyone in the healthcare industry has experienced radical, upheaval. (Much of it painful. Some of it surprisingly positive.) It’s important to clarify that, when I say that,...
by Andrew Bosko | Apr 23, 2021 | Uncategorized
Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. Delivering great CX isn’t just up to the employees at the front line,...
