by Bobby Matthews | Apr 1, 2022 | Uncategorized
I don’t know your number. But I have a good guess it’s not small. Recently, I came across an article by Peter Dooley about the various ways that marketing insights are gathered. In that piece, he makes a critical point: some of the most powerful insights on how well...
by Bobby Matthews | Nov 11, 2021 | Uncategorized
Today, as we honor the service and sacrifice of all American Veterans, I would like to highlight one especially meaningful way that businesses across the country can show their appreciation: Hire a Veteran. A few years ago, I wrote about my Top 10 Reasons...
by Andrew Bosko | Jun 12, 2021 | Uncategorized
7 Habits to Guide and Inspire Every CX Leader For many people, myself included, Stephen R. Covey’s “7 Habits of Highly Effective People,” lays out a wonderfully simple but powerful set of guidelines for working well, collaborating successfully, and achieving...
by Andrew Bosko | Jun 2, 2021 | Uncategorized
How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales...
by Andrew Bosko | May 26, 2021 | Uncategorized
How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales...
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...
