Prioritizing customer satisfaction starts with your call center and ends with higher revenue for your entire organization. Turns out, more…
Customer Experience
Latest Articles By Veronica Krieg
Whether you’re new to the contact center world or you’ve been here for decades, there’s something we can all agree…
Veronica Krieg August 26, 2021
Customer Experience
For the first time ever last year, employee engagement rose at the same time well-being dropped. (Say it with me:…
Veronica Krieg April 21, 2021
Business Articles
A good manager is a good coach. Gallup found companies who strategically invest in employee development see 11% greater profitability.…
Veronica Krieg April 13, 2021
Customer Experience
As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges…
Veronica Krieg April 1, 2021
Strategy
Last week when snow flooded the Indianapolis roads, delivery trucks had a hard time making it into neighborhoods. The mail…
Veronica Krieg February 26, 2021
Customer Experience
We’re all tired of harping on the negatives of 2020 (because well, there are tons, and it’s all still fresh).…
Veronica Krieg January 30, 2021
Strategy
As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. Saddled with technical debt…
Veronica Krieg January 11, 2021
Strategy
Managing a successful customer service team isn’t easy. And while playbooks exist to guide you to success, your team is…
Veronica Krieg December 18, 2020
Customer Experience
American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage…
Veronica Krieg December 7, 2020
Customer Experience
Every time my pet supplies arrive on my doorstep in the big, cardboard Chewy box, I get excited to unpack…
Veronica Krieg November 19, 2020
Customer Experience
Raise your hand if 2020 made you toss old customer service playbooks out the window. Yeah, us too. Honestly, saying…
Veronica Krieg November 16, 2020
Customer Experience
Almost 80% of your agents show up to work without knowing what’s expected of them. Too many business leaders see…
Veronica Krieg October 12, 2020
Strategy
Picture the last time you bought something online. You’re sitting on your couch, watching The Office from start to finish…
Veronica Krieg September 16, 2020
Customer Experience
You’re running a contact center during the Fourth Industrial Revolution. In 2016, Klaus Schwab, founder and executive chairman of the…
Veronica Krieg September 7, 2020
Customer Experience
Companies who strategically invest in employee development see 11% higher profit than those who don’t. And, they’re 2x more likely…
Veronica Krieg June 16, 2020
Strategy