Contact Center Customer Experience Management Mystery Shopper 
SugarCRM
AUGUST 19, 2020
Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. Instead of folding under the current crisis, they’ve turned their contact center (what they call their “Customer Loyalty Team”) into an “Ask Me Anything” brigade. Solomo n: Yes!
PeopleMetrics
JULY 23, 2018
Customers are increasingly volunteering feedback directly to the company or indirectly through social review sites. All of these means are unsolicited, in that the company did not reach out directly asking for feedback from the customer. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.
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