Contact Center Handbook NPS ROI 
Thematic
JANUARY 27, 2019
Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback.
SurveySensum
JULY 14, 2020
She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. She is a trusted industry voice for guidance on emerging contact center channels and technologies. LinkedIn : [link].
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