Change the Call Center and Increase Loyalty

Change the Call Center and Increase Loyalty

The key to success for any company comes from excellent customer service. A financial services firm with a long history of world class customer service suddenly found themselves with a new challenge: high attrition in the new‐to firm customer segment. In an effort to...

Does Your Call Center Compete?

Our leadership team recently had the opportunity to visit the Zappos office in Las Vegas and take part in their 3 day “Zappos Insights Boot Camp”.  This was a very interesting and unique experience as Zappos is well known for their company culture and how they have...

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