Home Tags Customer retention

customer retention

Moment of Truth in the Contact Center

The Moment of Truth

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
Handling Holiday Returns and Cancellations in the Contact Center

How to Handle Post-Holiday Returns & Cancellations

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in February

The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs,...
promoting a culture of attendance

10 Common Retention Mistakes

Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal...