Customer Service Needs to Tackle Customer Emotion
How a customer feels about an interaction is the biggest contributor to good CX
Real-Time Analytics Provides ‘Quality Assurance’—and Privacy Concerns
Those QA recordings can also be recording your emotional state. Should they be opt-in?
I Give and I Give, but You Take and You Take
Companies should try providing a little value before begging for more of our personal information
The Dawning of a New Era in CRM (Magazine)
‘Willkommen, bienvenue, welcome…fremde, etranger, stranger!'