customer support

From Empowerment to Abandonment

My networked, always-on life just hit a wall, and it has given me a chance to consider how quickly and completely digital experience can go from feelings of empowerment to feeling utterly abandoned.

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The Graph Is Nice, but What Are You Hearing?

I’ve been working with a client company and looking deeply into their customer calls to find patterns around why people call, how CSRs handle calls, and what issues customers are having with the company’s products and services.

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