Kathy Doering

How to Talk to your Customers More Effectively

Heard any of these before? “I’m going to put you on hold for just a second.”; “I think you misunderstood me just now —...

Improving NPS for a Better Customer Experience

Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and 
overall customer experience “How likely is it that you...

Social Media Netnography

Perhaps you have not heard of this term before. Netnography is essentially the study of online behavior. The “official” definition is “The branch...

Free Toy? Toys for Tots Thanks You!

Doing more with less can be a challenge in any industry but particularly in retail during the holiday season. Traditionally, retailers hire on extra...

Consumer Behavior & Technology

The crossover of virtual and physical is something we are all going to see much more of in the next five years across a...

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