Steve Bederman
The Importance of Data Analytics in Customer Experience Management
With the vast amounts of data that companies collect from various sources, including customer feedback, social media, and website analytics, it has become essential to analyze this data to gain insights into customer behavior, preferences, and needs. And ultimately deliver a consistent customer experience. Among...
Modeling an ideal customer journey
The importance of optimizing the customer journey has never been greater than it is now. Creating positive client experiences will benefit any company. It will be able to urge potential clients to become customers. The same is true for existing consumers, who will seize...
Customer Centricity in 2021
Photo by Jon Tyson on Unsplash While major organizations and brands have long used the customer-centric strategy to promote customer loyalty, others are only now beginning to examine it and are unfamiliar with all of its components. This begs the question, how to...
Virtual Call Center Turnover Rate: Houston, We Have a Problem
For most contact centers, the 2020 crisis started a chain reaction of unplanned changes and unforeseen consequences. We all know that for this particular industry, the agent turnover rate was never great to begin with. Let's see how the rapid changes in technology and...
The Forgotten Values of a Leader: What Nowadays Leaders Are Ignoring
I was asked this question the other day: What are nowadays leaders ignoring? It’s a very big and broad question…I’ve been thinking about it, wondering how…wondering where to begin….and then I realized…it’s actually quite simple. So, here ya go…the business world according to Steve. What…