The new book is out! Pick it up here!
I recently had to return a pair of shoes I’d purchased online. I realized immediately when I tried them on just after they were delivered that the size was wrong. Fortunately, the return process was super simple from a Customer’s perspective: The company had included a return label that I could slap right on the [...]
Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point [...]
All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) The ominous overtone to most of these conversations is that Robots [...]
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