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…
by Veronica Krieg - Step aside, Amazon. Shopify’s the new Goliath in commerce. The company’s built a best-in-class customer experience that’s ignited growth like…
by Veronica Krieg - “Dunder Mifflin customer service, this is Kelly” If you’ve watched NBC’s hit series The Office, you’ve seen Kelly Kapoor’s mad…
by Veronica Krieg - When contact centers turned on disaster recovery mode last year, it was next to impossible to send agents home with…
by Veronica Krieg - Prioritizing customer satisfaction starts with your call center and ends with higher revenue for your entire organization. Turns out, more…
by Veronica Krieg - At the start of the pandemic, I, like many people, needed a feel-good show to binge. The suspenseful thrillers that…
by Veronica Krieg - Discover might not come to mind like Chewy or Disney when you think about customer experiences with model behavior. They…
by Veronica Krieg - How do you react when you have a bad day? And what about when you feel out of the loop…
by Veronica Krieg - For the first time ever last year, employee engagement rose at the same time well-being dropped. (Say it with me:…
by Veronica Krieg - A good manager is a good coach. Gallup found companies who strategically invest in employee development see 11% greater profitability.…
by Veronica Krieg - As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges…
by Veronica Krieg - I can’t tell you the number of times I’ve heard my mom yell “TALK TO A HUMAN” or “HELP” after…
by Veronica Krieg - Last week when snow flooded the Indianapolis roads, delivery trucks had a hard time making it into neighborhoods. The mail…
by Veronica Krieg - In the best of times, your customers never call you. They sit happy with their products and services, don’t have…
by Veronica Krieg - About 66% of customers faced problems with the products or services they purchased in 2020. And, nearly two-thirds of that…
by Veronica Krieg - If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan…
by Veronica Krieg - We’re all tired of harping on the negatives of 2020 (because well, there are tons, and it’s all still fresh).…
by Veronica Krieg - Have you ever heard of Shipageddon? It’s a new term coined by consumer shipping companies to explain the absolute mess…
by Veronica Krieg - As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. Saddled with technical debt…
by Veronica Krieg - Managing a successful customer service team isn’t easy. And while playbooks exist to guide you to success, your team is…
by Veronica Krieg - American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage…
by Veronica Krieg - What does good customer service mean to you? To me, it’s getting fast help from a friendly agent when I…
by Veronica Krieg - Every time my pet supplies arrive on my doorstep in the big, cardboard Chewy box, I get excited to unpack…
by Veronica Krieg - Raise your hand if 2020 made you toss old customer service playbooks out the window. Yeah, us too. And really,…
by Veronica Krieg - The call center experience of today’s world can be hostile at best and abusive at its worst. Record number of…
by Veronica Krieg - This year, housebound ghouls may be faced with another tradition lost as a casualty of Covid-19. The forfeiture of familiar…
by Veronica Krieg - Uber. Amazon. Facebook. By now you know the tales of tech giants who founded a unicorn company from a humble…
by Veronica Krieg - Almost 80% of your agents show up to work without knowing what’s expected of them. Too many business leaders see…
by Veronica Krieg - 2020 didn’t cancel National Customer Service Week. The festivities are set for October 5-9, and it’s up to you to…
by Veronica Krieg - Back in 2014 Deloitte talked about an important trend – the overwhelmed employee. The consulting group found that even though…
by Veronica Krieg - Picture the last time you bought something online. You’re sitting on your couch, watching The Office from start to finish…
by Veronica Krieg - You’re running a contact center during the Fourth Industrial Revolution. In 2016, Klaus Schwab, founder and executive chairman of the…
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