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Engineering An Exceptional Retail Customer & Employee Experience

With the holidays upon us, retailers are running at full speed to ramp up service levels while also keeping an eye out for 2018 and beyond. As we go into the new year, retail IT leaders should be taking a closer look at the vendors and services they employ in hopes of gaining greater productivity […]

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Build Contact Center Knowledge for Improved Customer Experience

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. CSRs were expected to handle telephone […]

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