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Beyond Imagination – The Real-Life Cases of IoT Security and Failures

The Internet of Things (IoT) has changed the way businesses operate. By integrating technology into our…

WHAT IS THE HARDEST THING ABOUT RUNNING A CALL CENTER?

Customer Service Customer Service – the simple explanation from Wikipedia (here) is that it is “… is the provision of…

Top CX Posts of 2018

Customer service blog posts and/or articles are non-fiction pieces of literature that require extensive research and…

How to Maintain A Good Customer Experience

We often talk about how we should create a satisfactory customer service experience in order to…

Why Does the Right CRM Make a Difference

If you run a business that relies on customer experience to grow, then chances are that…

How to Land the Perfect Job – Part 5 (Interviewing)

Check out the previous posts related to the Job Search. Part 1 – Job Boards &…

ITIL Service Catalogs

By this point, you hopefully realize that I’m a bit of an ITIL and process junkie!…

Dispelling Misconceptions – What we Think we Know About IoT and Security

The internet of things – IoT for short – is taking over the world, specifically businesses. This…

Management & Problem Solving

As someone that has been involved in Technical Support and Operations for the majority of my career,…

Organizational Behaviour vs Organizational Theory

Organizational Behaviour (OB) is a study of people. While this could be likened to the famous…

Why Managers Need To Understand Organizational Behavior

Regardless of if you spell it Behavior or Behaviour, Managers need to understand what makes their…

Understanding NPS, How It Works & Whether it’s a Measurement that Makes Sense

Improving customer experience is one sure-fire way of expanding your business and establishing a credible brand…

Consumer Trust (Part 2)

Read the first part here Customers’ Preference for Innovation  In this world of ever-increasing change, companies…

Employee Attrition – What Can YOU Do To Reduce It?

Employees usually come and go and at some point, you can expect to lose a few…

Here’s Seven Great CX Blogs from the Month of August

Customer service blogs are a unique genre in the blog writing community. This is mainly because…

Consumer Trust is at an All Time Low

In recent years, customer dynamics has become a very sensitive topic to brands and service providers…

Top Seven Great CX Blogs from May to July ‘18

In this post, we will be talking about some of the best CX blog posts written…

How to Land the Perfect Job – Part 4 (Resume & Cover Letter)

Continuing our Job Search posts Part 1 – Job Boards & RecruitersPart 2 – Networking &…

Is the Terminator our Eventual Fate? AI in the Contact Center

Artificial intelligence is the future of customer service and the CX world is excited to grab…

How to Land the Perfect Job – Part 3 (LinkedIn)

Check out Part 1 – Job Boards & Recruiters & Part 2 – Networking & Other…

How Storytelling Helps in Customer Service

Agents as the Organization’s Ears and Voice Call center representatives play the vital role of being…

How to Land the Perfect Job – Part 2 (Networking)

Continuing on from our previous post (How to Land the Perfect Job – Part 1), let’s…

More Six Sigma Basics

Six Sigma as we discussed in our earlier post is not intended to as a quick…

How to Land the Perfect Job – Part 1 (Job Boards & Recruiters)

While this post is not specifically customer service or operations related, it is something you’ve probably…

The Basics of Six Sigma

Six Sigma’s goal is process improvement and variation reduction. By improving processes and reducing defects, customer satisfaction…

Why is Everyone Chatting?

All the world over, businesses are changing their modes of operation. More specifically in how they…

Setting up and Launching a Remote Office

In the early days of my career I was responsible for setting up an operation in…

Cancellation – the final step in a long and drawn out process

Dealing with customers that want to cancel is hard. I know – I’m personally in the…

Nine Commandments

Customer service is an integral part of our job and should not be seen as an…

The 5 Key Requirements of a Successful Project Manager

1. Be a Leader AND A Manager:  Leaders share and communicate a common vision (of some…

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