Are You (Customer) Experienced? Jimi Hendrix and CX
Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series...
#contactcenter
Mr. Spock Meets The Contact Center
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only...
The Best Service Humanly Possible
Sitting in traffic the other day, I tuned off my Peter Frampton Spotify channel and started to listen to New York area local AM radio. The president of a mortgage...
Should I Use Cisco Spark in my Contact Center?
It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my...
Can Your Customers Name Your Brand in Three Notes?
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...
Don’t You (Forget about Employee Engagement)
Tonight I’m heading out for a huge slice of nostalgia. I’m going to see 1980s pop group Simple Minds. No doubt there’ll be much reminiscing and swaying of...
“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service
Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...
The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit
In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical...
“Who Can it Be Now?” is No Longer a Legitimate Question in the Call Center
In 1982, the Australian group Men at Work reached the #1 spot on the Billboard music charts...