Matthew Storm
Matthew Storm
Matthew Storm has been evangelizing and promoting customer experience solutions for over 20 years. Before working in the CX technology space, Matthew got his start in the contact center industry back in the 1990s while working for Dell Computer where he implemented solutions for WFM, QM, recording, analytics, predictive dialers and CRM. Matthew holds a degree from Oklahoma State University and an MBA from St. Edward’s University.
Gas Prices are High. So are Customer Expectations.
Rising gas prices impacts us all. Digital signs at every corner reminding us of a price we can’t fathom. Commuters fed up and empty,...
The Supply Chain Crisis: Hear it in The Customer’s Voice
The impact of the supply chain crisis is being measured in many ways – part shortages, the cost of shipping, the amount of containers,...
How do I monitor contact center agents working from home?
In my home, we all drink a shot of vodka each time a journalist or family member uses the term "new normal" in conversation. ...
2014 – The Year of the Employee
In the recent past, many industry analysts and pundits have labeled certain years as "The Year of the Customer." Although I wholeheartedly agree...
Mastering the Voice of the Customer with Cross-Channel Interaction Analytics
Guest Post By: Shlomi Ziv and Vasudeva Akula. Customer Dynamics—the ongoing, multifaceted interactions and transactions between customers and organizations—contains a wealth of information about how...
Listening: The Best Defense against Customer Churn
In the day-to-day management of the call center, when customers decide to leave your company it’s easy to blame the agent. The agent wasn’t...
Customer Intent to Insight to Impact: Customer Dynamics in Action
By Brian Spraetz In a recent post, we introduced Customer Dynamics—the ongoing, complex interchange between businesses and customers occurring across all customer touchpoints. That post...
Contact Center Customer Feedback as a Strategic Tool
Guest post by Eyal Kirshner. In the call center business, everyone knows it’s basic practice to collect customer feedback. But it seems few remember why....
It’s Not Chaos–It’s Customer Dynamics
Guest post by Udi Ziv This year’s NICE annual benchmark study on contact center trends revealed increases in the overall volume of customer interactions, and...
Customer Interactions: Beyond the ‘ATM Approach’
Lately I've been seeing a significant amount of coverage in the news about personal finance. Startlingly, it seems a large number of people have...