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Villains that Steal Customer Contact Success: Book Series (12)

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One Step Forward - One Step Back: Villain Book Series - Introduction Part One

One Step Forward – One Step Back People become accustomed to taking two steps forward and one step back. “We’re making progress,” they say…

Started by Kathryn Jackson

0 May 31, 2008

Do you know the villains in your contact center?

About five years ago, Peggy Newton and I started writing a book about the common villains in the contact center. We identified 10 issues th…

Started by Kathryn Jackson

3 May 31, 2008
Reply by Steve Jenness

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