Joshua Feast

Unifying Measurement & The Means to Improve – A New Standard For Enterprise Software

It is time to raise our expectations of what enterprise software should do for us. In today’s world, most software solutions only provide...

Technology Can Help Improve Emotional Intelligence In The Call Center

Call center workers take medical leave at three times the average rate. They have one of the highest employee churn rates, at 26% annually,...

Emotional Intelligence Drives Higher Performance

The phrase “Emotional Intelligence” entered our common vernacular in 1996, with the publication of a book by the same name. Since then talk of...

The Call Center as a Positive Differentiator

This is the fifth and final post in a series about customer experiences in the call center The call center is still the most important...

Why Current Call Center Analytics Just Aren’t Good Enough

This is the fourth in a series of posts on customer experiences in the call center Call center analytics have traditionally targeted operational efficiency and...

The Call Center: What’s Love Got to Do with It?

This is the third of a series of posts on customer experiences in the call center In the call center, as in life, there...

Happy Call Center Agents Create Loyal Customers

This is the second in a series of posts on customer experiences in the call center Call centers have a reputation as being difficult...

Why The Call Center Matters More than Ever

This is the first of a series of posts on customer experiences in the call center Investment in omni-channel customer service is a prominent...

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