by Amy Brown | Apr 22, 2019 | Customer Experience
The other day I needed to make a call to my health insurance provider. After my call was handled, the representative asked if I would be willing to participate in a customer survey. As a member of the customer experience industry, I felt obliged. The representative...
by Amy Brown | Feb 4, 2019 | Customer Experience
Listen with Authenticity In his 2015 TED Talk “The Power of Listening”, best-selling author and expert negotiator William Ury talks about his dream of starting a “listening revolution that can turn this age of communication into an age of listening. . in other words,...
by Amy Brown | Oct 31, 2018 | Call Center
My dad has been actively treating patients for over 45 years. He serves at a health system center-of-excellence and has access to the most current and cutting-edge technology for properly diagnosing his patients. Yet, if you ask him how he learns what a patient is...
by Amy Brown | Oct 17, 2018 | Call Center
Business leaders are investing more than ever on understanding the perspective, interests, and needs of their customers. The popularity of the Net Promoter Score and Voice of the Customer surveys have certainly increased businesses’ awareness of, and interest in,...
by Amy Brown | Oct 4, 2018 | Call Center
We’ve all been there. After trying our best to solve a problem or answer a question on our own, we find ourselves faced with the only option left: calling customer service. With hesitation or perhaps even dread, we dial the toll free number and brace for what we...
