Great customer service leads to more revenue, satisfied customers, and reduced churn. Your contact center is a key part of…
Customer Experience
Latest Articles By Veronica Krieg
Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or…
Veronica Krieg May 18, 2020
Strategy
I’m sitting in my guest-room-turned-office in week four (or is it five?) of our nationwide push to keep people home…
Veronica Krieg April 21, 2020
Strategy
The fate of customer frustrations rests on your agent interactions. How well (and how often) your team members turn upset…
Veronica Krieg April 14, 2020
Customer Experience
In our previous Sharpen HQ office building, my team sat dispersed through a few separate rooms. We had floor-to-ceiling windows…
Veronica Krieg April 7, 2020
Customer Experience
The world we live in is demanding a remote workforce. And past trends show, as employees get more flexibility, they…
Veronica Krieg March 21, 2020
Strategy
Have you ever heard of Flashbulb memory? Flashbulb memory is our tendency, as humans, to only remember experiences where our…
Veronica Krieg March 9, 2020
Strategy
People are wired to process change in one of two ways: opportunity or threat. When things shift around us, we…
Veronica Krieg March 3, 2020
Strategy
Each year, customer expectations grow yet budgets stay flat. Customers want more ways to connect with your company; better, faster,…
Veronica Krieg January 2, 2020
Customer Experience