In my last post I talked about how the customer experience usually starts far before they choose to contact customer support. In many cases...
In my previous post talking about 'Measure' I introduced you to a company called Clickfox (...
When implementing consistent products and...
When considering offering your products and...
Many companies identify the...
Companies are recognizing the importance of getting in front of their customers and that the amount of time that a customer will pay attention...
Many errors that companies make when converting a traditional IVR to a voice application is that they keep the same tree structure. Many...
Are you listening to your customers (including their complaints)? Some companies despise their problem...
If you cannot answer this question, chances are you are losing them and do not know it. To know more...
Just about everything offered in the marketplace today has become a commodity. There are more and more...
A collection of thoughts, trends and suggestions around apply technology to enhance the Customer Experience.
Mr. Grounds has over twenty years of project management and development experience in organizations ranging from discrete and process...
