7 Jul 2019

How a trickle-down approach can kick-start your success

As you’re reading this, a business has just lost a customer due to a poor contact center experience. That’s according to a recent Microsoft survey, which found that nearly two-thirds (61 percent) of all customers globally have switched brands due to poor service – with nearly half having done so in just the 12 months…

Read More
1 Jan 2019

How trust translates into dividends for your business

This quote from the Harvard Business Review resonates with me: “When trust goes down (in a relationship, on a team, in an organization, or with a partner or customer), speed goes down and cost goes up.” The good news, as the article notes, is that with increased trust, costs decrease while speed increases – resulting…

Read More