Last week, I begrudgingly brought my SUV to the dealership for a routine inspection and oil change. I dread these service visits (and put them off as long as I can) because I know absolutely nothing about automobiles. As I waited for the service to be done, the mechanic would occasionally...
Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer service attrition goes beyond those reasons — a report from Cresta Insights shows that contact center attrition is 1.3x the national...
Providing remarkable customer experiences is the mission that guides everything we do on behalf of our clients. It’s in our DNA. Recently, our client Comcast Business highlighted one of our colleagues for her outstanding contributions to their customer acquisition and retention program. ...
The world has never been more reliant on digital channels, often self-served. But how can brands humanize and delight, regardless of how digitized the journey becomes for customers and employees? What role do personalization and conversational commerce play, and how can brands meaningfully...
Every year, Newsweek releases a list of the top companies providing the best customer service. This thorough ranking highlights excellence across industries and incorporates both ecommerce and brick-and-mortar retailers, helping set service expectations for both consumers and businesses by...
High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. We surveyed...
The evolution of the workplace continues to reach new heights, with many technologies fortifying the capabilities of remote work. While it’s easy to be excited for the future of work, one must never forget a core component in truly making a work-from-home model achieve success: fostering trust...
CH Consulting Group combines a creative, holistic, and collaborative methodology to deliver contact center solutions that reduce costs, increase efficiencies and improve customer experience.
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