av Per Grönberg | mar 27, 2019
Why (most) contact centers fail to make profit Most contact centers don’t have a great business case. This is mainly due to a few faulty assumptions. There is a widespread pre-conception that customer service/support can’t be profitable. This is wrong. There’s also a...
av Per Grönberg | feb 20, 2019
Problems with long response time? Use our calculating tool Long response times in customer service. A problem – not a challenge. A problem can be fixed quite quickly. A challenge can be worked with over time. Many companies suffers from long response times in their...
av Per Grönberg | feb 7, 2019
From contact debt to a happy customer. In two days only. Contact Debt – the worst thing that can happen for a contact center Contact debt is a phenomenon that quickly can crush even the most well-run contact center. It usually only happens for organizations where the...
av Per Grönberg | jan 31, 2019
Silos and multiple tiers are killing customer service. Everyone agree with the fact that skills are essential and that some people are better than others in different disciplines. We must however challenge the preconception that talented people can’t be multi-skilled...
av Per Grönberg | jan 23, 2019
The best customer experience strategy is increasing quality. Your customers want their needs met. It’s as simple as that. That will drive satisfaction, decrease the risk of loyalty loss and increase the customer experience scores more than exceeding a customer’s...
Senaste kommentarer