Virtual presence is a game changer

Show Notes Bob once wrote 5 years ago "Omnichannel or Die" we ask Bob if that article aged well The compounding effect of doing better on digital channels The rumors of the voice channel demise was greatly exaggerated  What are the new goals of...

Grow Leaders

The commercial Customer Experience Officer

Books to read - Never eat alone, Good to Great, who move my cheese, freakonomics Contact center churn - Why did you stick around so long Diversity in contact center Most embarrassing day of your professional career

In the age of Ai, and tech and more tech we still need humans and more than ever before. _ Chatbots, chatbots chatbots -reducing cognitive load on the rep by getting every single agent an AI assistant  -Trends post Covid-19 Embrace WFA - Work...

w/ Bob Furniss

#CVD19

What role do surveys play in getting the voice of the customer? Why do less and less people respond? How do you build a world class VOC program? Where do you start? our show was listed a top show on Reach Bob across all channels @Bobfurniss

not frontline employees