Steve Kraus

What makes a good conversation?

The Challenge Conversations can often be incredibly high stakes. Imagine, for instance, your last job interview. You are invited to meet with high level...

Combatting Burnout in the Contact Center

This holiday season, people are likely to order gifts online because it’s fast and simple. One unintended consequence, though, is the subsequent delay in...

A Glance into the Crystal Ball: The Future of Voice Technology

Voice technology is changing the way we interact with people and devices. To date, innovation in voice has been mostly limited to convenience. Currently,...

Person Perception: What it Is, Why It’s important And Why Most of Us Aren’t...

Think back to the last conversation you had with someone, how tuned in were you to their voice inflection, gestures and body language? In...

Call Centers, Listen Up: 3 Steps to Define the Customer Experience at “Hello”

There’s an old expression, “You never have a second chance to make a first impression.” In as little as 100ms we begin to...

Three Reasons Millennials Embrace Service – Not Just Self-Service

Earning the loyalty of millennials is the Holy Grail for modern-day organizations. Millennials want to be in control. They want fast results and instant...

Humans, not Chatbots, Hold the Key to Customer Loyalty

In a world where people are continuously connected and able to share good and bad experiences, customers have more influence on brand reputation than...

Lightening the Load: The Unique Psychology of a Call Center Agent

We have all had at least one negative customer service experience. When dealing with a company we invest time and effort into navigating their...

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