2017 Customer emotions eBook Sales 
Clarabridge
SEPTEMBER 21, 2017
Some operations have evolved beyond mere efficiency and, having understood the potential impact on things like customer satisfaction and renewal, have chosen to focus on effectiveness with metrics like sales and First Contact Resolution (FCR). The focus on the new upcoming ebook and workshop is IMPLEMENTATION.
ShepHyken
DECEMBER 4, 2017
Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.
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