Invisible heroes Staffino’s co-founder, Tomáš Rosputinský, used to explain why children never want to become call centre agents or shop-floor assistants. One of the reasons, he explained, was that those professions lacked heroes.
“What was your last shopping experience like?” I raised this question in my non-CX expert bubble. Can you guess what the most common answer was…? If your answer has something to do
IVR and Staffino email/SMS post call surveys may seem comparable with their easiness of execution and low cost. However, there are some significant differences that you should know about, especially
The 2018 Consumer Action Monitor Report (CAM) from Ombudsman Services highlights a growing trend in consumers; Passive Consumer Action . The Report shows that despite the trend for businesses to flirt
At first consideration, Customer Happiness can appear a purely qualitative idea with little place in quantitative business considerations. A ‘nice-to-have’ rather than a basic requirement; and certainly not something which