Keith Pearce

The quote first attributed to the Chinese philosopher Lao-Tzu more than 2,500 years ago more than applies today in terms of customer experience: “The journey of a thousand miles begins with a single step.” With a […]

By the time customers call contact centers today, most of them have been or are on the website. When they call, they want the agent to know the relevant information and expect a personalized experience—with details […]