If your CS scorecard is all SLA and AHT and FCR, most execs who look at it probably think “WTF?”
During a meeting, someone asked me the question “So, what is machine learning?”
Why do we measure satisfaction, when satisfaction doesn’t matter? I spent time with a fascinating company here in Southern California this week. They have invested a significant amount of money in a tool that surveys customers’ satisfaction with a recent support transaction. The survey asks a single question: “considering the last interaction you had with • Read More »
The flex workforce is here. How you create an ecosystem of growth and excellence will determine your success with a flex workforce.
Churn matters. A lot. Blueprint’s CX framework helps companies measure churn but more importantly, understand why customers leave.
In Seattle yesterday, someone challenged me to describe what my team and I do in 10 words or less. It took me a few minutes…but I believe that we help businesses solve customer mysteries. Why is churn up? What do our customers really think of us? Which customer is the right customer? What data tells the • Read More »