Contact Center Customer Service Strategies Customer Service Training Loyalty Programs 
ShepHyken
OCTOBER 1, 2023
And then there’s the second sentence: “According to a Harvard Business Review article, employee experience is the key driver of customer experience …” Then, don’t miss the fifth tip on how technology can waste a massive amount of your employees’ time. My Comment: Are you making changes in your contact center (or plan to)?
ShepHyken
MARCH 5, 2018
This excellent article takes a deeper dive into the concept of satisfaction versus loyalty, including different ways to measure both. The Secret Lives Of Contact Center Agents by Sally Mellinger. We can learn a lot from good and bad service. The Six Cs of Loyalty Program Marketing by Rick Boubelik.
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