by Andrew Bosko | Apr 11, 2019 | Uncategorized
Why Customer Surveys are More Important – and More Risky – than Ever No matter what industry you’re in, you’ve probably noticed that your customers expectations are changing rapidly. Often, those changes can catch you completely by surprise. Keeping up with those...
by Andrew Bosko | Apr 9, 2019 | Uncategorized
The Advantages of Letting Customer Care Agents Take the Job Home When I talk with business owners about moving their customer care operation from in-house to outsourced, I find that their opinions usually fall into three camps: Camp 1: those who say they will “never”...
by Andrew Bosko | Apr 3, 2019 | Uncategorized
How many times in the past year has your customer care platform experienced any unplanned downtime? How did you recover – and how quickly? More importantly, how did you examine the experience to make sure it didn’t happen again? If you’re like most of us, you...
by Andrew Bosko | Apr 2, 2019 | Uncategorized
Running a high performance call center today is an increasingly complex responsibility. Consider how the role of the inbound customer care center leader has expanded. To run a successful operation, you must be: A Marketing Expert: Today, you can never take your finger...
by Andrew Bosko | Mar 28, 2019 | Uncategorized
“What’s a great, differentiated customer experience really worth to a company?” Isn’t that the question all of us, as business leaders, ask ourselves? I know it’s the (sometimes unspoken) question at the heart of the decision making process whenever an organization is...
by Andrew Bosko | Mar 26, 2019 | Uncategorized
In today’s tight employment market, nurture your best talent pool. Here in the United States, we’re enjoying more than a decade of economic growth, with the most rapid wage gain rate since 2009 and historically low unemployment rates. Long-term low unemployment is,...
