. Dissatisfied customers are very vocal. Satisfied customers are vocal too, but not nearly as much. That s why it s relatively easy for a contact center, or a service desk..., or a call center, or a help desk or a customer-support desk to get a bad reputation. It can happen virtually overnight, and when it does it takes a long time to regain your customers trust...

activities are customer-centered, performance-driven, and outcomes-based. ~ES Eric Svendsen, Ph.D., is principal and lead consultant of SCInc., a learning and development consulting...