Article Complaint resolution Consulting Customer Service 
Beyond Philosophy
JULY 5, 2015
Customer Sensitivity. Customer Focus. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).
HGS
MAY 27, 2015
Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered. Transactional to Consultative. Customer Service.
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