Blog Category

loyalty

Why do we ignore what we know to be true?

By: Rudy Vidal |

Have you ever heard the saying – “the customer is always right”?  Of course, we all have. Did you know that it’s at least 5…

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Recovery, Recovery, Recovery

By: Rudy Vidal |

This post is in response to Chris’ comment regarding the power in turning dissatisfied customers into extremely satisfied ones. Our research shows that recovery is…

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Keep it simple: Get me to the right agent, right now!

By: Rudy Vidal |

One of the things I learned long ago about business in general and about contact centers in particular, is that you can’t do everything at…

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