On The Line: Discussing Customer Experience

We are proud to announce the first episode of our video blog series entitled On The Line. In our first foray into the video blog-o-sphere we speak with our Chief Marketing Officer, Mariann McDonagh about customer experience. She shares her own story about a bad customer experience and discusses some  call-center 'best practices' and the negative implications of basing agent perfomance on talk-time rather than resolving customer issues. Stay tuned, a new episode will be featured weekly!