Overcoming the Blind Spots in a Quality Assurance Practice
December 20, 2022 | Tim Carrigan
Contact center quality assurance programs originally sprang from companies’ need to understand contact center agent performance. Due to technological...
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Common Critical Aspects Of A Customer Experience Organization
September 12, 2022 | Tim Carrigan
“Yes, but don’t we need a team for that? What does that team look like?” I was talking to an executive recently about customer experience when she...
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How Blockchain is shaping Customer Experience
September 2, 2022 | Tim Carrigan
2017 was a year that ushered in several new words into our vocabulary … fake news, fidget spinners, and of course … Bitcoin. While we will...
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Six Strategies to Move Your CX Business Case from Solid to Sold
May 13, 2014 | Tim Carrigan
I don’t doubt you know how to build a business case for a customer experience initiative, or even the business case for a full-blown CX strategy. If...
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