The Last Line

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!'