Inside View: Fannie Mae
Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns...
Lost Art of Asking Questions Is Priceless
Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking the right...
When Retaining Customers Is Worse Than Defecting Customers
You are a bad customer. We are all bad customers… now. Or we at least have greater potential to be bad customers. Many years ago, we were able to avoid being a bad customer,...
