Kim Campbell

Invest in Customer Experience to Boost Your Bottom Line

Everyone believes that improving customer experience (CX) is good for business. And brands like Apple, Nordstroms, Starbucks, and Trader Joe’s attribute their phenomenal success...

Can IVR destroy the customer experience? Press one or say “Yes”…

We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system: “Welcome to XYZ Corporation. Para...

3 Tips to Improve Contact Center Reporting

“My goal is that our reporting is concise, honest, accurate, and actionable.”- Reporting Coordinator, Blue Ocean Contact Centers Many company leaders share that same goal....

Three Unexpected Truths About Launching a Customer Service Outsourcing Program

If you're a growing company, it's likely that at some point you will consider the strategic decision to partner with a customer service outsourcer....

5 Reasons You Can (and Should) Trust Social Media Customer Care to Your Contact...

When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements...

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