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Time to Stop asking for customer Feedback?

  • December 24, 2015

After spending most of my day in an airport because my fiends at Delta airlines thought I needed a 3-hour delay so I could enjoy some airport sushi. It did not surprise me that the next day I got a survey, they wanted my feedback! It started by acknowledging my delay, then the rest of […]

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Time to Fire your Training Department?

  • December 24, 2015

Please stop me when this sounds familiar. A customer contacts your company, it goes terribly wrong with the representative, and of course you have to “learn from your mistakes”. So naturally, it’s time to find someone or something to blame so everyone else can feel better – you call it a post-mortem and almost every […]

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My name is Amas and I’m a Metricaholic!

  • December 24, 2015

If you have spent a day in corporate America, you know better than to even question the truism, “If you can’t measure it, you can’t manage it.” Apparently, the contact center industry decided to make this mantra a religion and worship at the temple of measuring every single thing. Almost every practitioner I meet feels […]

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It’s time to stop interrogating customers Part II

  • December 22, 2015

My disdain for customer interrogation is articulated here in an earlier post. There’s almost no value to anyone in these interrogations, if there is still a defense, it is that our security is at stake or is it. What you tell your customers is that interrogations is the only way to authenticate a customer who is on […]

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